£87 later - I will NEVER return there
£87 later, I’m never going back. Disastrous service, terrible food, and freezing cold.
I haven’t been to the cinema in a long time, and my experience at Odeon Luxe Park Royal has completely convinced me never to return. For a total cost of £87.36, you expect a premium, enjoyable evening. Instead, it was a masterclass in terrible customer service and poor quality.
The Food Disaster:
I ordered a hotdog for £7.99. Our number was called, but only the hotdog was ready. The server left it sitting on the open counter for three minutes while he served other customers—literally talking right over our uncovered food. When I asked for a fresh one (as I didn’t fancy a side of saliva and cold food), he replaced it. However, the bread on the second one was rock hard and tough like a biscuit. When I pointed this out, he brought a third one. This time, the bread felt like it had just been pulled straight out of the fridge. The server actually told me, "Well, at least the sausage is hot." Unbelievable. I asked for and was given a refund. While the two staff members were clearly under pressure, there was zero apology, and one young lady showed a massive attitude.
The Drinks:
During the film, my partner bought me a glass of Prosecco. It smelled incredibly sour and tasted bitter. He noticed it was poured from an old bottle in the fridge that just had a stopper on it. It was completely undrinkable. Heaven knows how many days or weeks that bottle had been sitting open.
The Environment:
The air conditioning was cranked up so high that I was shivering throughout the entire movie. I actually checked Google Reviews while sitting in the screen and saw that other reviewers had complained twice before about the freezing temperatures. Realising complaints are ignored here, I didn't bother wasting my breath.
The Only Positives:
To be fair, the reclining seats are very clean and comfortable with handy little tray tables, and the toilets were clean. But a nice chair isn't enough to salvage a miserable evening.
To Management:
I can see from your other reviews that you reply to negative experiences with the same generic, copy-and-pasted template while doing absolutely nothing to fix the actual issues. Save yourself the two seconds it takes to copy and paste your standard corporate response to this review. I won't be back.