Cinema West Theatre — Local services in Mason City

Such a disappointing experience for something that is so easy to do! The rewards club is a joke. You can’t use the reward and put the dollar value toward a higher price item and pay the difference. They charge extra fees for buying tickets online and then expect you to use the kiosk to purchase tickets but don’t tell you rewards aren’t generated using a phone number reward number look up and must have your physical reward card to get the points. I’ve been told no to every request I’ve made that is reasonable and made without any issue at larger theater brands in other cities. I’m not sure why they have a rewards program when it’s pretty clear they aren’t interested in anything other than their own bottom line. They refused to give me credit for my full price ticket purchases on the same day with receipt when I didn’t have my physical reward card to swipe. No where is it posted you must have the physical card to earn movie ticket purchase credits. This is the only theater in town so they have cornered the market and get by with mediocre customer service, dirty facilities and filthy restrooms and the facade of a reward program. You deserve better for your hard...

While the theater was as normal as any, what stood out was the management. What a sorry excuse for leadership. After our movie we noticed a very young girl (maybe 2) wondering the lobby unattended. There were several who looked for some sort of family, aka parents for 45 minutes. Yes 45 minutes. Even though management knew this child was unattended they did nothing to help this little girl find her mommy. She was calling for her mommy. The management did not care. 2 people working there did help in the search. How this little one was left unattended by her parents is beyond me. If it had been up to me they wouldn't have gotten her. May i add as well that, the mason city police were not worried about it at all. They didnt show up till 20 minutes the family left. Just because its a theater dont think for a moment your all that important. Especially you lost child. Your just another dollar in their pocket. Very...

Went to the 12:30 showing of Equalizer 2. Seats are comfy and theater is nice and clean but the projection of the movie was very dark and dim. I waited about 30 minutes in to see if there was a change, and then went to the ticket booth were three employees were at, one sitting on her phone, the other two talking. I told her my complaint about how it was very dim and dark. She said it was because the movie hadn’t started yet, which it clearly had, and said that the projectors would switch over and it would be brighter. Well that didn’t happen. Again after the movie I went to the booth to tell her there was no inprovement, she gave me a handful of excuses as to why it was like that, one of them being that it could be the red lights in the aisle causing the problem. I can’t speak for all the employees but for the three that were working, obviously don’t care about how there guest experiences are, and I won’t be...