Cinépolis Luxury Cinemas Gaithersburg — Restaurant in Gaithersburg

I am disappointed to write this review, however, after our "return trip for a better experience" went the way it did, it would be a disservice to Cinepolis and anyone thinking of coming here if I did not.

On June 30th, my mother, sister, and I attended the Gaithersburg Cinepolis for my birthday. I'd like to note early here that my mother is a big fan of movies, movie theaters, and importantly, Cinepolis and the overall concept. She was very excited to plan the evening and bring me to this theater as I don't live in Maryland.

The service was poor. We saw our server once throughout the whole movie and that is when we ordered. My mother and I had our call light buttons on for 45+ minutes and were never assisted. What was the point of dinner and a movie if you can't get a refill on a bottomless drink for $10 or order more food/drinks? After our movie, we went to use the restroom which was incredibly disgusting. Blood on the toilets, women's underwear in another stall, overfilled toilet in another stall. Please see the photos.

The following day I reached out to the Gaithersburg location directly. On July 1st, Kenny, the General Manager, stated that he would like to provide us with a "VIP experience guided by himself." He also asked for the CC # to process a refund "immediately." I responded to him on 7/1, sent him over the information on 7/3, followed up with no response on both 7/9 and 7/12. No refund had been received at all. On 7/18, I followed up a third time with the day we'd like to return and to mention again* that we had yet to receive any refund. No response. Emailed Kenny again on 7/22 urging him to resolve these issues immediately as it had been past 3 weeks since the original incident.

Kenny then emailed back on 7/22, finally, stating that he'd give me a call around 530pm to "knock out both the refund and the tickets." I declined Kenny's phone call as neither of these tasks should have included me. By this date, the refund should have been processed, but clearly it was not. As of 7/30 we have yet to receive the refund.

On 7/29, we returned to Cinepolis Gaithersburg for our "VIP experience". Not once did a General Manager check in, let alone give us a "VIP experience guided by [himself]" or was "take[n] care of [us] from beginning to end" even though he knew where we were sitting. Our server, Brandon, took our order and never came back. Again, we could not get a refill or order dessert. After 40 minutes of my blue light being on, I got up and went to the front. The staff went back and forth with me on if my blue light was truly on/that they had plenty of staff so what I experienced "isn't able to happen" even though it was literally... happening.

Another very disappointing note regarding our return visit was that I emphasized to Kenny twice* that my family of 3 would like to sit together, not apart. Our tickets for our 7/29 visit were apart. So 2 of us had to sit together, and 1 of us apart with a 5 foot wall in between us. Beyond extremely disappointing as we couldn't enjoy Deadpool together.

These issues are extremely alarming and has raised significant doubts about the effectiveness of the current management and staff at Cinepolis Gaithersburg. Given the gravity of the situation, I strongly recommend that the corporate team conduct a thorough review of the General Manager's performance, response strategies, and hiring practices. Ensuring competent and proactive management is crucial for maintaining the standards and integrity of any business.

Don't go here. iPic at Pike & Rose (Rockville, MD) would be the...

Every single time my boyfriend and I have come here, we've had an issue with their service and issues with servers not bringing us our food. On one occasion, we ordered two pizzas at the beginning of the movie and around 40 minutes into the movie, we started to wonder where our food was. I had to go to the kitchen multiple times (so now this is interrupting the movie we paid to see and ruining our experience) and ask the staff to bring us out the pizza for us to finally get our pizzas 90 minutes into the movie which I had to carry myself from the kitchen to my chair since they were taking so damn long to bring it out for whatever reason I made sure I did it myself which is so pathetic that I now have to serve myself in a service-style theater (mind you we were starving the whole time because we did not eat beforehand and it was a late movie). The staff in the kitchen were all sitting around talking and laughing when I went to ask about the pizza and they somehow seemed to have no idea we ordered pizza in the first place so we were essentially waiting for nothing? The staff seem to always be horse-playing around in the lobby instead of actually doing their jobs like how is this acceptable?

On another occasion, I asked for a coke refill and waited 30 minutes before trying to ask for one again to another server who also somehow forgot?? Finally when they were delivering our bills at the end of the movie, I asked another staff member (now the third time having to request a refill for this "bottomless soda") who said that I could get a to-go cup which never came. It's like all of these servers seem to have amnesia the second they step out of the movie theater with a request? Either that or Cinepolis has a "bottomless food and drinks" scam where they charge $10 for a cup of coke and then intentionally tell the staff not to bring refills which makes more sense than every single staff member is just extremely incompetent or lazy but it's just hard to tell with all of the other issues.

They always mess up our orders and end up having to bring food back and we have to wait longer for our correct orders. The manager doesn't seem to give a damn either that the staff are incompetent and lazy and there are a host of issues with service.

On another occasion, they never brought my boyfriend out his bill and he was randomly charged at extra $10 (he actually totaled our order when we ordered it so he knew how much it was) which is super sneaky. I would stay away from this place to be honest, the seats are great but it's not worth the back and forth with horrible staff just to get your food orders right (if they come out at all). I wouldn’t be surprised if this place shuts down soon unless they make serious changes like training all the staff to give a damn about actually doing their jobs??? It almost feel like they're trying to get the place shut down with their absolutely horrible service. It feels like they're trying their best to provide the worst service possible it's actually bizarre how bad they seem to be every single time with seemingly no consequences?

It's just not a reliable place to enjoy a meal or a movie, and I would recommend looking elsewhere for a better experience. I won't...

I have been following Cinépolis for a few months now because I love dine in movie theaters. I was finally able to make it to a movie there on Sunday.

1)Theater: the theater itself is beautiful. There is a nice bar and concession area right at the front where you could grab a drink before the movie. Everything was very stylish and modern. The restrooms are nice but they have a very odd set up with 5ish sinks and only 2 soap dispensers on the far ends of the bathroom. It doesn’t make sense at all I’ve never seen anything like that. They definitely need to add individual soap dispensers at each sink. (They are making it easy for gross people to not use soap.)

2. Check in: We made it to the theater right as the movie started because parking and traffic were working against us but there was no one there to check our tickets. I’m not sure what the process was so we just walked in and took our seats.

3. Seats: The seats were not the most comfortable. I prefer the reclining seats that allow for independent foot and back adjustment.

4. Service: I was prepared to absolutely love this theater but it is extremely clear that they are still working out the kinks despite being open for a few months now. Like I said we made it to the theater right in time for the movie. We waited over 20 minutes for someone to help us before I realized there was a little service button that I could use. I press the service button and couple minutes later a young woman comes out and tell me she needs to turn my service button off. I was a little confused but I just waited it out. She went and talked to a few other customers then came back (clearly disheveled). She literally asked what we “wanted” with no courtesy. So I asked if she had a menu. She brought one back for us. We waited another 30 minutes for her or someone to come back and no one did. I decided to press the service button again. A gentleman came out and asked how he could help and I asked him if we could order. He took our order and we got our food over an hour into the movie. Unfortunately, our order wasn’t correct and I was missing a soda but after all the back and forth we decided to just go with it and not disturb the other moviegoers anymore. To make it clear how late got our food we got our check before we got our entire order. I am 90% sure that the first young lady who was likely assigned to our section was having problems with keeping up but I wish someone would have come and explained or acknowledged the fact that we didn’t have anyone to help us.

Would I go back? I will very likely go back. Like I said I love a dine in theater. I really don’t think our experience is a typical one but I really wish someone had at least acknowledged the situation someone. I know it can’t be typical that customers first order is taken an hour into the movie.

Hopefully with more time things will work...