Everyman Bath — Local services in Bath

Excellent concept but many issues to iron out. Went to a 15:45 showing and arrived an hour and half before to order food and relax. We thought we had plenty of time, but what is crazy is the staff serving the large relaxing area outside of the screens also serve those with orders inside each screen. In addition, those same staff have to serve the continuous stream of people arriving to watch a film.

Consequently, the problems we incountered were clearly not just ones we faced as several others were also speaking along the same lines.

1. whilst sat down it was impossible to order two coffees as a follow up to our meal. Every time we asked, the member of staff said he and the staff were too busy as they needed to serve those arriving for a film. Half an hour passed and then he took our order but said he and staff were so busy we would have to wait again until they had time because people at the bar needed serving. In the end I went and collected the drinks that had been sat on a tray for several minutes. So, my thoughts are this, why are there not separate staff dealing with the key three areas? Why were the same main four staff having to wait and serve at the bar, in the cinema screens and the seated dining area? Clearly no matter how hard they tried and no matter how polite they were it was impossible and those in the large lounge seated area were left.

2. If there are four screens with a significant amount of seating space it therefore offers up the potential for loads of orders to have been made that require delivery. The system couldn’t cope. We ordered a chocolate ice cream milkshake. Whilst it sounded good on paper and no doubt would have been good, WHY on WHY was this served in a very hot glass just out of the washing up machine?! Crazy, melted ice cream and warm milk/cream.......disgusting. I understand why this happened, because there was such a back log of washing up on the bar at the far end. You may ask why I didn’t return it? Well, by the time it’s put down on the side of where I sat in the cinema, the young lady had gone. Thus, staff clearly couldn’t keep up with demand and glasses were being used fresh out of the machine. Surely common sense dictates a frozen/very cold milkshake is exactly this, and not a warm de frosted undrinkable ‘thing’.

3. I can’t fault the friendliness and courtesy of the staff, but one poor member had to apologise when delivering and spilling a hot drink to the customer sat alongside my sofa, because she couldn’t help but spill it. Sadly she had to explain there were no more saucers left.

So my thoughts and questions to the CEO’(S) of Trioli, if you have this great concept which for my husband and I including lunch and drinks came to over £75 please make it work. Sort out staffing so they operate just in certain areas, enable all patrons to be served without hearing three time later over 45 mins “I’m afraid you need to wait, we need to serve the queue of people.” Make sure ice cold drinks are not melted and warmed in really hot glasses. £75 is a great deal of money to spend on what was to be a relaxing special treat. I’d love to say I’d go back but I cannot afford to...

When we walked into this beautiful cinema for the first time, we were initially ignored by the staff. Eventually, a grumpy young woman asked us if we'd booked, and demanded to see our tickets. Without making eye contact or showing the slightest hint of a smile, she confirmed them on her system and left us standing in the marble entrance area. A few minutes later, she asked if we wanted food and thrust a menu into my hands. Looking through to the seating area I asked if we could sit down and she sighed before telling us to find an empty table. We felt like we were putting the staff out by being there! We quickly decided what we wanted to order being as the film started in 35 minutes, and we were told it'd all be brought to us in the cinema room. I hadn't noticed any popcorn or other sweets, then realised they could be obtained at the bar, albeit at a premium price. We took our seats in the back row and had been informed that the lights would stay on for the first 30 minutes during the adverts and trailers. Although the seats were nice, space was tight and I trod on quite a few feet trying to reach my seat. We watched as food and drinks were brought in for most people in the room, but time was ticking and the film would soon be starting. Then, 30 SECONDS before the film started, we were handed our food - dips, smashed Avocado, spring rolls and sauces - then the lights went out and we couldn't see a thing! The staff had also failed to give us serviettes, so we were left in the dark holding trays of sticky food with no way of cleaning our fingers. I had no choice but to use the screen of my phone to illuminate our food. The experience was completely ruined by the staff and it's clearly down to a lack or training and poor company policy. What should have been a premium experience (we spent around £100 on tickets, food and drink) was uncomfortable, awkward and very disappointing. We agreed we'd never return as we left...

We have never visited an Everyman before so didn't really know what to expect, but the decor was fantastic. Very comfy, stylish, welcoming, we were excited to even be there. We were early so decided to have a coffee while we waited, so went straight to the bar. The girl behind the bar told us to take a seat and they would come to us to take our order. 20 minutes later, that hadn't happened. So we went back to the bar to order. A different girl then took our order and insisted that they bring it into the screen for us and directed us where to go. The seats we had booked were low and had short cushions but because there were only 3 sofas in the whole place being used, we decided we could probably move across to a more comfortable one, but we would wait till our drinks got there before we did. The trailers/ads went on for 30 minutes and our drinks arrived 5 minutes before the film started, so we had waited another 25 minutes for drinks that we could have carried ourselves. When the drinks did arrive, there was no acknowledgement that they were late and the girl forgot my milk so said she would be right back. As the trailers finished, I realised the film was about to start but she hadn't come back. I went to the bar to get some milk and 2 girls were behind the bar giggling with each other, and the one due to bring my milk back was sat at a table giggling along with them. Didn't acknowledge me at all as I walked past her to get my own milk, which I could have just done in the first place, 30 minutes earlier. Very frustrating. For a first visit, and an experience we were very much looking forward to, and for something that cost nearly half again of what a standard cinema ticket would have cost, it's fair to say that the staff let the whole thing down. They need a supervisor or better training or something, but either way, was not cool at all for a couple of drinks ordered in a near empty...