Cineworld Rochester — Local services in Great Britain

Poor customer service accompanied by a bad film. Last week I attended Rochester Cineworld with my girlfriend and 2 other friends to see 50 Shades Darker.

Having arrived early to see the 7pm viewing and book our tickets, the lady at the ticket desk informed me that the cinema has had a 'power cut' and I subsequently could not pay on card. Being the 21st century, all I had with me was a credit card as I do not carry cash routinely. I was subsequently forced to make a 20 minute round trip to and from the nearest cash machine in Cuxton.

Having then returned and eventually purchased tickets with the newly collected cash, we were able to enter screen 6. To our disappointment the film had already started and we had missed the first 10 minutes. Regardless of having missed the first 10 minutes, the film was beyond appalling, it completely lacked any story line, or plot of interest, all of us began checking our watches and discussed what an utterly dire film this was. 40 minutes in we decided the film so bad that we would have to leave. Again I returned to the young lady on the ticket desk to request a refund, she advised us that we would have to wait for her manager. 15 minutes later the manager eventually emerged, we expressed our disappointment with the film, to which he smugly responded 'Can't help you, should have done your research pal' he laughed under his breath as he made this remark. I quite frankly found his tone, manner in which he addressed us, and failure to show any empathy for my £35 loss of tickets utterly disgusting. The manager walked away and left us in the main lobby feeling confused and infact quite insulted. By this point we had then missed another 25 minutes of the film both waiting for the manager, and being rudely addressed by him. There was clearly no point in us returning to the film, as the large majority had been missed at no fault of my own. We decided to leave completely and return home.

Having always been a regular user of your cineworld complex in Rochester I was severely disappointed and disgusted with the customer service provided. This has certainly made me question wether to return in the future. I have never in my life had to leave the cinema because the film was so poor, and certainly don't expect to be spoken to with the complete rudeness and disregard for my feeling by their staff members. Let alone be forced to miss both the start and end of the film due to an unfortunate power cut, or refusal to be of any assistance from the manager.

Truly terrible and...

We recently decided to treat our young son (and ourselves!) to a trip to Cineworld Rochester to see the new Minecraft movie, and we had a really great time. Getting there was straightforward for us, as we drove and the location in the Medway Valley Leisure Park has plenty of free parking right by the cinema, which is always a bonus when you have a little one in tow. Stepping inside, the cinema felt modern and welcoming. We grabbed some snacks and drinks from the foyer before heading to our screen. It's good to have options like Baskin Robbins there – definitely adds to the treat of going to the cinema with a child! The screen we were in felt modern, and the picture and sound were excellent for the movie. Our son was absolutely captivated by the Minecraft action on the big screen, and the seats were comfortable enough for all of us to enjoy the film without any fuss. It seemed easy enough to navigate around the cinema, which is always helpful when you're with a young family. Knowing that the cinema has good facilities and accessibility options is also reassuring for future visits. It feels like a place that caters well to families. Overall, our visit to Cineworld Rochester to see the Minecraft movie was a big success. It's a modern, comfortable cinema with the facilities you need for a fun family outing. We'll definitely be back for future...

Good cinema. Regually attend. The only things I say that lets it down is the service gets a little slow when it's busy. Sometimes the ticket office is closed and so we pick up our tickets on the two machines by the door if we pre booked, but quite often only one machine is turned on so it causes a bit of a que. The toilets could do with being updated and modernised. Also the unlimited membership keeps going up every year, but no new improvements are given to member's at this cinema. The resturants that you get a discount on because of having a membership card have recently changed, therefore all of the restaurants on site with this cinema are no longer covered under the discount which is quite annoying. We used to get 25% off in Frankie & Bennie's and Chiquito's, but now the new restaurants under the scheme are Bella Italia, Cafe Rouge, Las Iguanas, La Tascaare and Belgo, but non of these resturants are local to the cinema. Would be nice to be rewarded every so often for being a member. Finally one thing for the council is that this retail park is difficult to get to unless you can drive. Better transport links would help...