Rooftop Cinema Club Fulton Market

Business reply on Google

Hi Jennifer​, Thank you for reaching out and I hope you're well and apologize for any confusion. All ticket purchases are final and tickets are non-refundable. In the event of a cancellation, all guests will be issued a Transfer Credit for the order amount (or an option for a refund if Weather Protection (https://contact.rooftopcinemaclub.com/hc/en-us/articles/360008190898-Weather-Protection) was purchased & we cancelled due to weather). However, if we need to cancel due to anything other than weather, every guest will also get an option for a full refund. I hope that clarifies things! Please let me know if you have any further questions by contacting our support team at [email protected]

Business reply on Google

Hi Joey, Thanks for your feedback, and we're so sorry to hear about your experience. That’s certainly not the experience we want for our guests, especially when you've planned your visit around a trip. Please reach out to us at [email protected] with your booking details so we can take a closer look and do our best to make this right. We hope to have the chance to welcome you back for a much better experience!

Business reply on Google

Hi Samuel, Thanks for sharing your experience, and we're so sorry for the frustration this caused. We understand how disappointing it is to arrive expecting a movie only to find it's been canceled. If a screening is canceled due to an issue on our end, we always offer guests the choice of a full refund or transfer credit. Those options are included in the cancellation email that was sent to all affected guests. If you didn't receive that email or had any trouble accessing your options, please reach out to us at [email protected] with your booking details. We'd be happy to look into it and make sure everything is resolved for you!

Business reply on Google

Hi Jenna, thanks for sharing your feedback, but we're sorry to hear about the popcorn! We also appreciate your thoughts on our menu options. Please reach out to us at [email protected] so we can help make this right.

Business reply on Google

We’re so so sorry for the confusion and frustration you experienced. Accessibility is very important to us, and we want to understand exactly what went wrong. Our website has long noted that the 5th floor is the ADA elevator exit (making this one of our most accessible venues) and both our team and the hotel staff have always understood this as the correct route, so it’s unclear where the confusion arose. While all other guests are asked to take the elevator to the 6th floor, we clearly note that the 5th floor exit is for our ADA guests. I'm so sorry for the lack of communication about this! Please reach out to us at [email protected] so we can learn more and ensure this doesn’t happen again and help make this up to you.

Business reply on Google

Hi Masson, So sorry to hear about the seats! We do cover all our chairs and cushions during rain, but occasionally we remove the covers when the weather seems clear, only to get caught off guard by another unexpected shower. Please reach out to our customer service team at [email protected] so we can help make this right for you!

Business reply on Google

Hi Audrianna, We’re so sorry to hear that your tickets were purchased for the wrong date and that it led to such frustration, especially on your birthday! While some seats may appear empty as guests arrive late (sometimes even after the movie starts), shows can still be sold out. That said, we’re truly sorry this wasn’t communicated more clearly and that your experience didn’t reflect the service we aim to provide. We’d love the chance to make this up to you so please reach out to us at [email protected]

Business reply on Google

Hi Angela, We're so sorry for the inconvenience! The first cancellation was due to weather, and the second was an unforeseen issue on our end. As soon as you reached out, we refunded you and added something extra to make up for it. If there's anything else we can ever do for you, please reach back out.

Business reply on Google

Hi Edwina, I'm so sorry to hear about your experience—especially on your birthday. This is far from the standard we aim to uphold. We appreciate your honest feedback and will be sharing your comments with our team to help improve. If you're open to it, we'd like to learn more and make it right—please feel free to reach out to us directly: [email protected]

Business reply on Google

Thank you for your feedback. We’re truly sorry to hear about your experience and take concerns about heat safety seriously. We are continuously working on improving guest comfort, especially during the hotter months, and your suggestions about shade and cooling are being shared with our team. We appreciate your honesty and hope to create a better experience in the future. Please reach out to [email protected] for further support!

Business reply on Google

Hello, I'm so sorry to hear about your experience! As per our website, parking is not offered for this venue so I'm unclear where you parked. Otherwise I'm sorry to hear about your experience for the singles event and that there was mostly women. We are still working on fine-tuning a balance for our singles event, but luckily we've heard that guests are still enjoying these special events. If there's anything else we can do for you please let us know: [email protected]

Business reply on Google

Hi Derek, I'm so sorry to hear that your seats were wet and that there was an issue with the screen! This is certainly not our normal guest experience, so please contact our Customer Service team so we can fully make this up to you: [email protected]

Business reply on Google

Hi Zahlikah, I'm so sorry to hear the popcorn was not up to our usual standards! Please contact our Customer Service team so we can make this part of your experience up to you: [email protected]

Business reply on Google

Hi Kyle, I'm so sorry to hear about your experience! We have headphones at all of our Rooftop venues in the USA & UK to block out city noises and allow us to operate in more urban-dense areas where other outdoor venues are not permitted. I am also sorry to hear about the long wait for the hotel elevator! Please contact our customer service team so we can make this up to you.

Business reply on Google

Hi there, So sorry to hear you had to wait to see your movie! Were you at the July 4th special event where we had pre-movie activities leading up to your movie? Due apologies for any inconvenience , please contact our customer support team to best make up for this matter [email protected] Regards,

Business reply on Google

Hi! Thank you for your feedback. We strive and do our best to give as much availability and time slots as possible per our venues and our best to givew a wide variety of screenings and available time slots. If you require any additional assistance please contact our support team at [email protected] Regards,

Business reply on Google

Hi Nakiea, I'm so sorry to hear about your experience! Sometimes the weather can change quickly in Chicago. Please contact our Customer Support team so we can make this up to you: [email protected]

Business reply on Google

Hi Sharea, Very sorry to hear the full refreshments menu offered by our partner The Emily Hotel wasn't available for your screening! I do hope the other aspects of your experience were positive. If there's anything we can do for you please contact our Customer Service team: [email protected]

Business reply on Google

Hi Lilly, So sorry to hear your experience with at this Rooftop! Please contact our Customer Service team so we can make this up to you: [email protected]