Cinemark
🎬 Entertainment
total experiences
replied on google
Most reported issues
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Experiences
Staff refused entry to movie and denied refund or exchange
Business reply on Google
Hello Lou, we would like the opportunity to look into this matter. Please contact us at 1-800-CINEMARK or cinemark.com/contact-us and tell us more about your experience. Thank you.
Complaint about movie selection
Staff falsely accused customer of recording and threatened to remove them
Business reply on Google
We're very sorry to hear that you didn't have the best experience with our team, Johnny. Providing excellent customer service is our top priority here at Cinemark. Please reach out to us at 1-800-CINEMARK or cinemark.com/contact-us so we can learn more about your visit and address the situation directly.
Staff member falsely accused customer of recording and threatened to eject them
Business reply on Google
We're very sorry to hear that you didn't have the best experience with our team, Jonathan. Providing excellent customer service is our top priority here at Cinemark. Please reach out to us at 1-800-CINEMARK or cinemark.com/contact-us so we can learn more about your visit and address the situation directly.
Paid parking even with validation
Business reply on Google
Hello Scarlet, thank you for sharing your feedback with us. We're truly sorry for the inconvenience at the parking lot, and we greatly appreciate you bringing this to our attention. We invite you to share more about your experience with us at 1-800-CINEMARK or cinemark.com/contact-us so we can further assist.
Staff denied entry and refund, possibly due to discrimination.
Business reply on Google
This is concerning to hear, Abril. We are forwarding this to the appropriate team right away and will look into this further. Please drop our team a message at cinemark.com/contact-us or 1-800-CINEMARK so we can look into this immediately. Thank you for bringing this issue to our attention.
Denied entry to R-rated movie despite adult supervision; partial refund
Business reply on Google
We are sorry to hear this, Silvia. We do not condone this type of behavior and will be sure to address this with the appropriate team right away. Please reach out to us at 1-800-CINEMARK or cinemark.com/contact-us so we can follow up with you.
Theater denied entry to 17-year-olds despite policy allowing it
Business reply on Google
Thank you for bringing this to our attention, Samantha. We want to make sure that everyone always has a great time watching movies. In order for us to further investigate and improve, we encourage you to contact us at cinemark.com/contact-us or 1-800-CINEMARK with additional information.
Staff member was rude and condescending
Business reply on Google
We're very sorry to hear that you didn't have the best experience with our team, Abhi. Providing excellent customer service is our top priority here at Cinemark. Please reach out to us at 1-800-CINEMARK or cinemark.com/contact-us so we can learn more about your visit and address the situation directly.
Customer denied full refund and representative hung up.
Business reply on Google
Hello Michelle, we would like the opportunity to look into this matter. Please contact us at 1-800-CINEMARK or cinemark.com/contact-us and tell us more about your experience. Thank you.
Dimly lit screen for movie showings
Business reply on Google
Hi Shailesh, we're sorry to hear that your experience was less than stellar. We always strive for excellence and this is not the movie experience you should expect from Cinemark. We would love to make this right and appreciate it if you’ll share comments with us at 1-800-CINEMARK or cinemark.com/contact-us.
Uncomfortable seating and broken AC in the movie theater
Business reply on Google
Hello Jeanny, we're sorry to hear this. Your comfort is our priority, so we want to make sure you always have an enjoyable movie-viewing experience. We invite you to share more with us at cinemark.com/contact-us or 1-800-CINEMARK so we can look into this further and improve our services.
Uncomfortable chairs, burnt popcorn, and small theater rooms
Business reply on Google
Hi Anne, we're sorry to hear this. Your comfort is our priority, so we want to make sure you always have an enjoyable movie-viewing experience and that we're maintaining our theatre in tip-top condition. We'd love to make it up to you. Please feel free to reach out to us at cinemark.com/contact-us or contact us at 1-800-CINEMARK so we can further assist you.
Customer was denied entry despite being told an image of ID was acceptable
Business reply on Google
Hi, we are sorry to hear about your disappointment. We always strive for excellence and this is not the movie experience you should expect from Cinemark. We would love to make this right and appreciate it if you’ll share comments with us at 1-800-CINEMARK or cinemark.com/contact-us.
Auditorium was not cleaned, with drinks, popcorn, and trash left from previous viewing.
Business reply on Google
Thanks for your feedback, Rahul. We want to make sure we maintain our theatre in tip-top condition to guarantee a delightful movie experience, and we're sorry to hear we missed the mark. We'd love to make it up to you. Please feel free to reach out to us at cinemark.com/contact-us or contact us at 1-800-CINEMARK so we can further assist you.
Manager made racist remark and refused entry for R-rated movie
Business reply on Google
We are sorry to hear this, Omar. We do not condone this type of behavior and will be sure to address this with the appropriate team right away. Please reach out to us at 1-800-CINEMARK or cinemark.com/contact-us so we can follow up with you.
Movie interrupted by bright lights and talking teenagers
Business reply on Google
Hello Angel, we would like the opportunity to look into this matter. Please contact us at 1-800-CINEMARK or cinemark.com/contact-us and tell us more about your experience. Thank you.
No snack or beverage orders taken in luxury seating.
Business reply on Google
We're very sorry to hear that you didn't have the best experience with our team, Esquibel. Providing excellent customer service is our top priority here at Cinemark. Please reach out to us at 1-800-CINEMARK or cinemark.com/contact-us so we can learn more about your visit and address the situation directly.
Uncomfortable D-box seats caused tailbone pain during movie
Business reply on Google
Hello Igor, we're sorry to hear this. Your comfort is our priority, so we want to make sure you always have an enjoyable movie-viewing experience. We invite you to share more with us at cinemark.com/contact-us or 1-800-CINEMARK so we can look into this further and improve our services.
Staff denied entry despite adult guardian being present
Business reply on Google
Thank you for bringing this to our attention, Paolita. We want to make sure that everyone always has a great time watching movies. In order for us to further investigate and improve, we encourage you to contact us at cinemark.com/contact-us or 1-800-CINEMARK with additional information.