Cinépolis Luxury Cinemas Westlake — Restaurant in Thousand Oaks

An anniversary remembered for all the wrong reasons! We decided to attend a matinee on May 25th to see the the long-awaited Alien Covenant! We are new to the area and insist on finding the best quality theaters. Perfect seating and very few people until we noticed what sounded like an auto-shop, stomping and buzzing of heavy-drill heads. We asked the staff a number of times if this would stop, to which they told us not to worry.

The films starts and we're serenaded by not the great score but to the pounding and "DUST" falling from the ceiling while the construction continues. I went back out just as the film was going to start, I asked for the manager and they introduced me to the "manager" Amy who said they were working on it.

20 minutes in, to no avail, the movie is already ruined but we ring them to the seat. "Concierge Service to the seat"... what a great service if you're not in the middle of a construction zone. A young guy comes in and says "It's not us, we can't do anything about it" which internally led me to wonder "WHY THE BLOODY HELL ARE YOU SELLING TICKETS IN THIS THEATER THEN". We got through the film and a very disappointing ending to the day. As we came out I asked too see the manager again and we were greated by another man... Amy walked by with her nose up in the air.

We came to find out that Amy wasn't even a manager but was just in charge of inventory... That's a big RED FLAG right there on the dishonesty chart and blowing off a customer. We were handed off to their assistant manager Ray. I explained this was our first time to the theater and it came highly recommended and what could he do for us. The BEST he could do was refund the money, even though I asked "Politely" if he wasn't going to offer us passes? We were very much blown off by him, he seemed annoyed. It didn't stop there with Ray.

We later realized they were replacing the tiled roof of the theater. having opened up on the ceiling above the theater. I reached out to the general manager "Daniel Atkin" who is, as one of their employees put it, very hard to reach, and the few times I called he was not available. When he did leave a message, it was simply that he doesn't deal with these issues and to go to the website for Cinepolis. I have tried to return his call and to get the number for Cinepolis headquarters in Dallas.

When I called back, we spoke with Ray again and I explained the situation and he said "We gave you a free movie" and I guess Ray's idea of a free movie is sitting in their luxury theater serenaded to the buzz and dust falling from the ceiling panels while they replace their ceiling. I asked him for the number, again as an example of the lack of integrity or unwillingness to resolve the situation, he gave me a general mailbox number for some location of Cinepolis... this is the opposite of what we had hoped. Ray REFUSED to give us the number to reach customer service. It is always easier just to reach out to the vice-president or director of corporate customer service of a company, always be nice and just explain the situation.

Just because low-level management might consider you a nuisance and it's irrelevant what the conditions were, or why you were seeing a film in their theater or why the experience was ruined. Corporate leadership seems to ensure that the image of their company says intact. We're AMC folks with PRIME being our theater of choice but we'll wait and see how they resolve this. Nice theaters but terrible leadership... even when trying to be as passive and kind to employees who want you to just go away. I've tried more then enough to remedy the situation with their location management. We want to attend the theater again but not without some reconciliation. Ray refused to offer us a pass to replace the bad experience; remember his answer was we received a free movie even though they had been "patching the roof" that day as he...

This theatre use to be our favorite , We paid 80.00 the other day to be seated in broken ,filthy & torn seats! I hate complaining but I was forced to call the waiter & told him there was so much old food and white dripping stains on leather that it looked like the inside of a car that had not been washed in months. They barely wiped it down, I should have left but I did not want to ruin my family day. Movie start & I push the button to recline back and my daughters chair was torn, arm rest broken & my chair was torn from left to right cutting into my legs & feet so I put it down and sat on the edge of my seat not because the movie was intense because it was slicing my legs. I went to the management after , 1st supervisor was so rude just looked at me like “ What do you want me to do about it?” I said your being rude is their a manager? We were left standing in lobby for a good 10-15 minutes , I told my husband they don’t care let’s go. Then they came out, listened did not offer to compensate us in any way . I said I am not trying to get anything for free but when I pay 79.00 for movie tickets and another 45-50.00 on snacks to sit in a luxury theatre in broken filthy food filled chairs that are torn ,etc. You would think you would offer me something, both managers just stared at me& as I turned my back and walked away she said ask for me next time I will give you a popcorn. We just walked out, they need new management , friendlier staff , clean reclining chairs that do not have food caked on them that are so tore up it slices your legs and back of your feet. I hope it improves because it is our...

I have been going here for years with no issues. Until last weekend. I came to see Jurassic Park with my friends and there was a couple who talked throughout the entire movie. Despite efforts to shush them it did not improve. I then asked for assistance by an employee by the name of Chandler and he was the most dismissive and rude person! I was not getting anywhere with him so I asked for a manager and he proceeded to say "this is ridiculous". I waited while the movie was still on missing the last half of the show. Finally the manager comes walking up with Chandler and offers for him to go in and listen to hear if the couple were talking. While explaining to the manager about Chandlers attitude with me Chandler continues to argue with me in front of the manager! He went in to supposedly listen to the couple and I followed. He did not stay to listen he actually snarked at me as I walked up the stairs. Feeling so dismissed and upset I talked to the manager a second time to let him know what he did and request a refund for my meal. He said he would take care of the bill and the employee. Today I looked on my account and see I am being charged for a meal he said he would reverse! The manager and the employee need to be fired. This business is all about customer service and I was treated like the enemy not a paying customer. I am going to now dispute this with upper management or my bank to get my money back. Very...