HOYTS

Went to watch The Hunger Games The Ballad of Songbirds and Snakes in Lux tonight. Great film, although the customer service was poor. Ordered 3 starters to come at the start of the film with 1 of them arriving 40 mins into the film, and they were cold! Why wait such a extra long time just to eat cold food! Ordered dessert for half way and it came with 30 mins left of the film. Pressed the service buzzer, waited 10 mins and no response, pressed it a second time and waited another 10 mins for someone to finally come, and the staff member who came had terrible customer service. Let me also add it wasn't busy at all! My lux session wasn't even half full, and the Lux lounge was pretty quiet so no excuses for the long waiting times. I'm a returning customer with Hoyts Vic Gardens coming often, but very disappointed with Lux this time.

Went to Lux for Barbie. Very friendly staff, quality seats, awesome and well portioned food for a movie experience. Would 100% come back again. We got the Fried Chicken, Arancini Balls, and Beef Slider Trio. Perfect for 2 hungry people. Thanks Hoyts!

This is my go to theatre. Comfy seats. Even in the standard seating, are reclining. Handy spot. Big screen and 4hour parking!

Very tidy and spacious cinema to watch a movie. Located above the food court and accessible by escalators, stairs and lifts.

We are very disappointed with the staff member's attitude, professionalism, and work ethic at Hoyts Victoria Garden.

We were there on Saturday 15th July, arrived about 4: 20pm. We had confirmed on the phone with one staff member who claimed she can upgrade our tickets to LUX as long as we bring those vouchers in in person. We were reassured if not, we can ask to see the manager to have it resolved. As a result, we drove nearly 40 mins arrived the venue, only to be told it is not possible. Then we asked to see the manager, who also said not possible.

The issue isn't about can't upgrade tickets vouchers, but the extremely rude and disrespectful attitude from the manager. She has not stopped rolling her eyes since the start of the conversation, which my friend hasn't stopped being polite and smiling even if we were frustrated enough after drove all the way, and already confirmed on the phone prior.

Secondly, the manager claims can't upgrade, but can "downgrade" tickets to standard tickets, and quote "you can stand here and wait till 6: 30, and maybe I can see if I can put these tickets through". That was absolutely insulting and rude to say "stand here and wait till 6: 30", and "see if" can put tickets through.

These vouchers already coming from previous bad experiences with Hoyts, which they compensated us. Now, essentially vouchers almost cannot be used. My friend said this is very disappointing, and will have to take this issue up to head office. To that, the manager shrugged her shoulders, rolled her eyes as usual, replied with "ok, fine, no problem".

We suggested the manager to at least point us to someone higher up given she can't resolve the issue as she claims she "fairly low level". She replied "no, can't do that, can't find anyone to escalate the issue".

Then, we expressed we will be contacting the head office again, but would be great if she can give us her name so we can refer to who we've spoken to, which is fairly standard complaint procedure to give such reference, rather than just "I spoke to someone" which anybody can make that up. The manager refused to give her name to us, the reason was even more insulting, she replied "I'm not giving your name because you are taking it personally against me. You have an attitude and rude. ". That was absolutely shocking, to be accused "rude" by someone who's been non stopping rolling eyes from the beginning and started attacking on our dignity first.

Over the past months, we've had multiple terrible experiences with Hoyts, but mostly were just bad luck or technical fail. While this time, it has reached to a whole new level.

We don't mind miscommunication on information or genuine errors on information we were given. However, if an organisation or staff member makes mistakes, they need to own it and face the consequences, and genuinely trying to resolve the mistake. Not shrugging shoulders, rolling eyes, and reply with "nothing I can do, feel free to escalate further".

Hoyts, you will need to do some serious training to your leadership team. Someone who's in your leadership team, doesn't matter a small team leader or a duty manager, they need to have the capability to resolve the conflicts, treat customers with respect, act with good professionalism and work ethic. They represent the company, the organisation. If there are potential conflicts or issues, the first thing customers would ask for is to speak to the manager often. How can you have someone who constantly rolling eyes, starting accusing and attacking on customers, no real effort on resolving issues, and literally couldn't care less that customers will be escalating the issues further? ! These kind of manager clearly doesn't care about the company and the business, they should never be in the leadership team.

My friends and I were well educated people, doctors, professors, professionals, etc. We come to Hoyts with respects and explained issue logically. We demand formal apologies on invasion of our human rights (human dignity item), time and finance loss, and mental stress we had to endure.

Went to Lux here a couple of weeks ago. After the movie I gave some feedback to Jasper (manager) about your experience (there had been a number of issues).
I have to say I was really impressed with how he handled the feedback. He listened. He apologised. He advised he would follow up with the staff etc.there’s a lot of businesses out there who could learn from his customer service
Skills. An asset to Hoyts. As a result I will go back again.

Very pleasant movie experience. The Lux lounge made for a nice touch and was pleasantly surprised to find we got popcorn and a drink with ticket price. A win win. Staff were attentive as well

Great little theatre. Very comfy luxurious chairs with recliners, water bottle holder etc! Staff are very helpful and friendly especially at the counter. Small but mighty in terms of experience and generally quieter (not many people) than the CBD one!

Food served in lux are pretty bad. The seats are low quality compared to leather seats in normal cinema.

However the extreme screen is worth the money.

Movie selection not as good as the more busy Hoyts but the standard cinemas have reclining seats and are quite modern.

Spacious, clean, and most importantly - accessible to all mobility equipment! Staff is friendly and I was pleasantly surprised to discover how comfortable the seats are, especially the fact that they can recline! A perfect setup for viewing as well as for those who may have circulation or any other leg issues during long sittings!

Staff were very helpful explaining options for joining and specials. Reclining seats were super comfortalble.

This review is for the LUX experience only.
Service was so bad.
Staff were so inexperienced.
I was charged incorrectly at the counter for the tickets and then again charged incorrectly while paying for my food at the LUX experience. This resulted in 2 initial incorrect charges to my card, 2 refunds followed by 2 correct charges to my card. In total 6 transactions because staff did not know what they were doing. On both occasions I had to point out that I was charged incorrectly.
The run around with my card was such a bad start to my lux experience.
I love the regular hoyts seating (comfy chairs, honestly no different from lux chairs) and tried lux for the first time last night.
I have to say no more lux for me - just regular seating if fine, rather than the headache I had to go through last night.
Overall
- theatre and seating -10/10
- service - 0/10

Terrible customer service
My voucher was unavailable to use for 2 years due to covid and they won’t honour it

Absolutely wonderful. Compared to village cinemas, where pricing is unreasonable for a student, they’re cheap, great service and clean! The recliner chairs are lovely, especially if a long movie is being watched. Expect me to return again, with all my friends!

I love this cinema. The xtreme screens are huge, the cinemas are spacious, and the leather recliners are some of the comfiest in Melbourne.

What an awesome cinema, reclining roomy chairs and plenty of room, definitely go back again (cinema 7)

Unexpectedly ended up in luxe to see Dune part 1. A great place to watch a great movie. And even the non luxe theatres are good.

Had been to a number of Hoyts, Village and even IMAX, the best out of these is the Xtremescreen with all the huge screen while maintaining the aspect ratio. Very well maintained premises and the auditoriums equipped with reclining seats.

Very disappointed with our lux experience. Our food came an hour late and was missing items? We would have had them rectify it if we thought it would be quicker than 30 minutes for them to come back. The staff seemed quite inexperienced. I would pick Chadstone every time. Avoid!