Cinepolis Luxury Cinemas

180 Promenade Way, Thousand Oaks, CA 91362, USA

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Address:	180 Promenade Way, Thousand Oaks, CA 91362, USA
Phone:	+1 805-413-8838
Site:	cinepolisusa.com
Rating:	4.2

Location

Photos 100

Reviews 5

Joel Samuels

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 were 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 youre not in the middle of a construction zone. A young guy comes in and says "Its not us, we cant 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 wasnt even a manager but was just in charge of inventory... Thats 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 wasnt going to offer us passes? We were very much blown off by him, he seemed annoyed. It didnt 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 doesnt 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 Rays 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 its 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. Were AMC folks with PRIME being our theater of choice but well 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. Ive 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 had explained.

Spencer Chopp

Cineopolis has let me down on the two occasions Ive been there. The first was to see Jurrasic World, which the projector was off slightly making for poor picture quality (Other people around me noticed it too), also the sound wasnt loud like I was expecting for a dinosaur movie. The second time was the other week when I went to see Star Wars opening night in 3D. I noticed again that the projector was off and I informed the staff but I was told that there was nothing they could do about it, and at the time the audio sounded OK being that it was the first time I saw the film and I didnt know better, but then I saw it the next day at a different theater in Simi Valley and the audio was miles ahead of Cineopolis. Which made Cineopolis audio sound like a cheap pair if headphones. I really cant recommend this theater. They focus so much on food that they dont properly adjust the picture and sound of the films. Films which I paid $25 a ticket for because Cineopolis boasts itself as a high end theater... Which it clearly fails at.

Chris Armstrong

It is by far the best theater Ive been to. It is a great place to do for a date, as the seats are in pairs of two. The seats are fantastic! They are very comfy, and allow you to lean back almost like its a bed! If youre on a date with someone, no problem, the middle arm rest is foldable, allowing much cuddling. The food and tickets can definitely be a bit pricy, but you certainly get your moneys worth. You can order food right from your seat (though i highly recommend you do it before the movie starts as not to interrupt others with your waiter going back and forth). You should also reserve your seat early, because there isnt many due to the size of the seats and the pairing of twos. If you didnt know Cinepolis was a movie theater, you would think it is a hotel, due to its hotel-like lobby with a bar, couches, outdoor seating. Great Place!

Alexandria Campbell

I went on a Thursday afternoon at 3:45 with my 21 year old son who didnt happen to have his id on him. We had looked up the movie silver linings on line and found it to be playing here. We went to buy our tickets and were informed it was showing in a 21 and over. As my son didnt have his id they wouldnt allow him to see it. It wasnt showing on any other screens. We asked to speak to a supervisor as I could vouch for my sons age and when the supervisior arrived all he did was split out regulations. Not once did we get an apology for driving all the way out there and not being able to see the movie. I would give this establishment a very poor review because 1) their customer service was sub par and 2) showing a movie at 3:45 in the afternoon on a Thursday in a 21 and over only is poor programming.

Ted Eckman

Luxury Cinemas fits this place perfectly. It also helps explain the price of the tickets. The lobby is nice and would be a good place to meet up with friends before seeing the movie. They also have an outdoor seating area for before or after movie drinks. The seating in the theaters is better than the couch at home. The seats are large and all recline. They are widely spaced so one doesnt feel like they are sitting on top of the person next to them. The ambience is relaxing with small lights and tables at each seat. One can place an order and the staff will bring drinks or food, even during the movie. At first I thought this might be distracting, but I really didnt notice after initially seeing it. All theaters should be like this one. If only the ticket cost wasnt so high...