ODEON Omdömen 1 509

UPDATE to original review below:
Having referred my concerns to management as a complaint I have since received several emails in response to what became a debate.
Basically each time they responded it was with an excuse eg ranging from voucher providers T & C’s having been amended (my bank confirmed not), to my identifying via two random test bookings (2 different films) that pricing and seat categories differed between them despite being in same screen (for one film this included adding a completely revised and even additional category of seats within the seating plan): their excuse: right to use dynamic pricing!!!!! Funny how each time I challenged their excuses, a new one just kept popping up. Unprofessional service with little integrity demonstrated for customers intelligence.

Previous review below:

I’m sharing this review for awareness related to a recent booking experience.
I’ve used the IMAX screen at their Cardiff cinema for many years and have always been happy with it.
When booking online or via the app I have always used my vouchers which I receive from my bank having had no issues previously until now.
I noticed that the seating plans are now (and this must be a recent change as wasn’t the case for my last and recent booking) coloured per area.
When querying why my voucher didn’t work basically it was implied that they would work fine for the bottom three rows but not the fourth which I wanted. After complaining that this goes against the voucher T & C’s and asking my bank who are now exploring my query as they have not been told about any changes by Odeon, Odeon's response was basically them just indicating they’re trying to offer a better guide for when choosing your seats. My response was why would the third row be deemed less better than the fourth, especially when all seats (apart from the premier ones) are of the same standard and quality? I don’t think it’s appropriate to suggest a range of differences between various rows when some seats in even the claimed better rows don’t have an improved viewing point.
So basically, just be aware that for some un notified reason, Odeon have chosen to make changes that go against some vouchers entitlement.

I choose 1 star as no option to choose lower. This is the cinema I generally go to when going to a cinema in waterford. It's the worst experience I've had in a long time in a cinema. It was so cold I wanted to leave a half hour into the movie but my girlfriend wanted to see the movie so we stayed in there. My girlfriend has a low immune system and she will be lucky if she is not sick due to it been so cold. What made it worse is the cinema staff were aware they had no heating for a number of the cinemas in there but declined to make there customers aware of it, and then after asking to speak with the manager marianne instead of offering a full refund, we were offered a couple of free passes. Apparently it's an ongoing issue the hearing in there and Odeon are not listening to there manager who has made many complaints to try get it fixed. The manager was lovely but should of offer as full refund, and again as a customer I should of been informed as a paying customer of the issue and at least that way I could of choose a movie in a cinema with the hearing working.

Visited the Odeon at Lea Valley on the 1st of November to see the 10am screening of Gabbies Doll House.The gentleman there was so attentive,handing out stickers and crosswords to the children,he was really helpful when we had a few queries,nothing was too much for him,was so lovely.
I was also very pleasantly surprised by the disabled toilet,with working radar key entry and cord fully to the floor,such a rare find nowadays,even in healthcare settings.
I really think this venue and their staff need a big shout out,can’t wait to go again.

Horrible experience. Paid for a large popcorn and drink voucher but arrived and was told Northampton Luxe has no salted popcorn. When I asked if we can change for anything else, the manager (Sangela) said no, I even offered to pay extra money in to upgrade to something else but she had no intention of helping and said no to that offer as well. Horrible experience, go somewhere that will actually make an effort to help their customers. It's like you're being punished because their machine broke

If Odeon continue to avoid speaking with their customers they will soon be out of business! If I could give a minus star review I would. My daughter booked a ticket and has been unable to cancel it via the app and it seems the only other way is to start a live chat with a robot that keeps telling you that they will connect you with a human in 12-17 minutes, then after 20 minutes this goes down to 8-12 minutes! Most people will of course loose the will to hang on and therefore give up and end up with no refund and no other way of speaking to Odeon.
My constructive advice is: don't book with Odeon, go elsewhere!

I’ve been a regular Odeon customer for years, but the recent decision to require a digital ID app for age verification is a step backwards. Forcing customers to download and register with a third-party app just to prove their age is intrusive, unnecessary, and frankly alienating.

A government-issued driving licence is already a secure and widely accepted form of ID—why isn’t that good enough? Not everyone wants to hand over their data to yet another app, especially when traditional ID works perfectly well.

This policy feels out of touch with customer needs and adds friction to what should be a simple, enjoyable experience. Until Odeon reconsiders, I’ll be taking my business elsewhere.

Expensive !

Website states different pricing for children, £2:75, adults paying the same.
Also states saver Mondays at £4:50 a ticket.

All these different prices and offers but when you get there - no, not for that movie, not for that location, not for that day.
Actual price £9:50 adult and £8:50 child. On a Monday.

Also it’s was freezing in the actual cinema.

Firstly, this was a night off from the kids. Rare. I was really looking forward to a cinema experience. The movie was incredible (one battle...) but pretty much every aspect of dealing with Odeon was just awful.

purchased through their nightmare to navigate website (why isn't there just a search box right at the start, to find your local cinema, and then only see stuff relevant to that cinema!?) Took an age and many failed attempts to figure out how to use a gift voucher someone bought me. Literally had to google it. I pre-ordered food and drink because i remember it being a right faff last time. Came to £48 for 2 adults, popcorn and 2 drinks. YIKES.

We get to the cinema, get to the collection point, I show them my QR, but its not right, have to faff around on my phone some more until it gives me a collection code, and then I just wait for them to serve it to me. All 'faceless' except for receiving the food and drink. (what's the obsession with faceless service?). Whilst I'm waiting, I'm looking at the plentiful point of sale stuff. Decide to get a bottle of water. So when my popcorn and drinks arrive, I ask for a bottle of water from the fridge directly behind him. He said to get a bottle of water I'd have to go and queue at a different part of the foyer, to pay for the water, get a collection number receipt, and then come back here and wait... but, the water is right there, there is a till between us, why can't I just pay for some water?, and, why is there point of sale stuff everywhere if I'm not allowed to buy any of it!? Its a completely ridiculous system. Basically, if you've got kids with you, forget it. If you know exactly what you want, and won't deviate from the plan during your whole experience in the foyer, then you'll be fine --even if you do feel like a 40 year old sheep being herded by teenagers-- but heaven forbit you make a 'oooh, actually, yes I fancy a minstrel!' decision - because back to the start you go, my friend! Two queues and some more herding await you, whilst you carry what you've bought already and your movie is about to start.

Take me back to the days where I can walk in, speak to someone to buy a ticket, speak to the same person to ask for food and drink, pay the same person, and receive it all, from the same person - and then skip merrily into the screen and enjoy a movie. Yeeesh.

Also, turn down the volume of the trailers - criiiikey.

Charging a booking fee shows no respect to your customers. It's a sneaky way to claw a little extra money. Shame on you for using this tactic

My daughter, granddaughter and myself had booked to see the Gabbie Dollhouse - The Movie movie. We had pre-ordered tickets with merchandise. I did not attend. My daughter and granddaughter were told they had no more merchandise and was only given the Meow Meow ears! Although the staff had assured my daughter a refund would be submitted (yet to receive) this is not something a 4 year old would understand. Today I emailed the CEO of Odean and await a prompt response with some form of compensation e.g. the merchandise!

The seats were disgusting. Years of ground in dirt and grime 🤮. Cost was treble that of my local cinema. Contacted Odeon and was told ‘Sorry’ !

Never again……..

£16 for an adult to go see Tron " and listen to folk/kids talking through the movie and worse..folk on mobile phones...so annoying.....trailer sound is too high also ...You need the little woman with torch to evict these folk

Odeon Cinema at Swadlincote we found excellent today.
The staff were all friendly and welcoming.
No complaints whatsoever.

I purchased SuperSaver 5 tickets for £25 - where the description said Luxe cinemas were included.

When I tried to purchase Luxe cinema in London, I found it wasn't included. So i tried to purchase IMAX ticket in Greenwhich. This is also not included and wanted to charge £8 pounds per ticket.

Vue is £7 per ticket at Stratford.

The terms and conditions - said that fees may be included - and Luxe in London weren't included - and the bundle is non-refundable.

What a joke - misleading - and deceitful.... avoid Odeon and just stick with Vue or local cinemas.

Attended cinema in DUnfermline with my husband yesterday to see The Long Walk. For two adults and a large pop corn to share - £42. After picking my jaw off the floor at the cost, we headed in to Cinema 5 and because the ticket machine showed a lot of booked seats, we ended up sitting up the back of the cinema. The seats are really uncomfortable and almost threadbare (yes even in the dark I could see the holes in the seats in front). I won't be back there in a hurry and to charge £17.99 per adult is a crime.

The odeon website is one of the poorest websites around. I t takes a long time to load and the navigation around the website is difficult. Poor experience

Guy on the desk failed to scan my booking code. So I receive an email stating that I've failed to attend a booking and they are considering suspending my Limitless membership. Email "Guest Services" which was a complete waste of time as Kelsey refused to amend my record and appeared completely disinterested.

Stepping over the high priced snacks and broken fittings in the toilet, they had a problem with the sound system broken and distorting. If you don't complain and leave in the first 30 minutes, there is no refund. Central customer services aren't interested in taking your complaint, contacting the cinema management at Swiss Cottage and clarifying the issue. I went to see the opera being broadcast live and it's quite expensive so you don't want to leave in the first 30 minutes and hunt for a member of staff to complain to and then leave the cinema because it's a one off performance. Certainly the corporate caring is non-existent so this customer will just vote with the feet and find another cinema. It's a shame, but that's their system.

Totally shocking from a cinema that thinks £16 for a cinema ticket is right. Tried to book online, three times I got the 'something went wrong' message, three times I got charged, tried to call them, no longer have a place you can call, try to contact them via online chat, but they only have this from 10.15am to 4.45pm. Totally ruined a Saturday night out for my partner and I.

Their website is shocking ! It is Monday and I thinking about meeting my Mum to go to Cinema in the upcoming Sat, So I go to website to see what is on and what times and they have nothing on the website?

How are people supposed to plan if you have not got movies and times available?!