Palace Cinemas Penny Lane

The set up is very comfortable. However, I turned up to buy a ticket and was told it was card only! I had to get a friend to buy my ticket. My cash was no good. Unfortunately, I refuse to support any business that is Card only. If we don't use it we will lose it.
There was also a stuff up with the parking validation, My ticket didn't validate properly so I was charged the full fee, this also was card only, again I had to get a friend to help.
Because of their card only policy and parking stuff I will not return.p. S It was very cold

We went to this cinema two weeks ago and were turned away for trying to pay with Australian currency I had a wallet full of cash but was severely embarrassed that I couldn’t take my Wife and grandchildren to see a movie. Sorry I cannot support a business that is dictating how we should pay. It’s extremely disrespectful! Back to nova cinema for us.

The new complex is on various levels, the fabric seats are reclinabe and comfortable, like the complex at Pentridge (leather seats there). Guests can go outside on the balcony and enjoy the northern views. The same chose tops and popcorn are always popular!

Theatre lovely. However Seniors price $18,50 only $1 less than full fare. Not a good option for pensioners compared to.other theatres

Cinema does not take any cash on premises……. And then they charge you a surcharge on top of your purchase. Please cater for people who still want to pay by cash.

I had been anticipating the opening of this cinema in Moonee Ponds ever since hearing about its development.
Fast forward a few years or so and I was excited when I heard it was open, and decided to check it out.
The cinema building is spacious that covers 5 floors and with 11 cinemas. There are good food and drink options for a nice treat!

The actual cinema itself is much smaller than your typical cinema but can seat a good number of people comfortably. It is comfortable with reclining seats and a great atmosphere.

The only really disappointing thing about this cinema, which is the reason why I am rating it 4 stars, and not 5, is due to the fact that they do not accept cash at all.

This is disappointing and unacceptable as cash is legal tender. At my age, I do not have a credit / debit card. I rely cash for all my purchases. How should I pay for purchases? !

After seeking an accepted payment option from a friend of mine I was able to purchase my movie ticket. I would rather use my own money, and use cash.

So please accept cash, it’s not that hard. It is legal tender and is a currency that many still rely on.

Love having a cinema in Moonee Ponds. It's got amazing potential. Can't wait to see the rooftop and see how it is after they take onboard initial feedback and work out some kinks. First visit - attended 840pm Friday night - Staff on the frontline are doing amazing work in trying conditions. Venue was really let down by poor management and poor planning. Ticket sales, food and drink are all in the one line. No self-serve options for ticketing or parking validation, and poor signposting. When we attended, the queue extended to the entry escalator. Spent 15 minutes waiting in line. You can book online and forgo the popcorn (but expect a booking fee) or be prepared to wait a while at peak times. Venue does not accept cash. Obviously too many films were scheduled at the same time and everything was smashed. Nova are guilty of doing this recently too but at least have self-serve options and ticketing downstairs. There's no maps explaining where to find cinemas over multiple levels or where to go. As we waited to enter the cinema section some entitled boomers who I think didn't want to wait in line with everyone who was buying tickets and snacks to get their parking validated threw a "where's your manager" tantrum at the only staff member checking tickets. She handled them with patience and understanding but was forced to leave the area unattended to find support. Balcony areas on upper levels with great views, which could accommodate after film drinks are empty and under utilised.
Have heard about air-conditioning issues but there was no problem when I attended. There is a lift as well as an escalator and venue offers wheelchair spots in cinema but did not use the lift. Cinema was clean and spacious. Chairs were comfortable. Projection, screen size, and sound were all good. Wine selection was surprisingly decent.
Would love to see some self-serve ticket sales, better signposting, a better system for parking validation, better scheduling and some more staff. Staff working the frontline at the moment deserve some reward and recognition.

30/12/23. Cinema 2, freezing! Customers had to rug up.
Terrible Customer Service. Waited in line just to buy a Choctop. After 30 mins.got to the front of the line to be told there weren’t left. Would it be too hard to make an announcement?
Dark and a bit dingy ambience. Very second rate experience!
I will not be back!
Pentridge is very much better!

Hello why are the phones never answered or people put on hold for so long? I was calling to ask about the cheap day for this cinema, when is it?

I have not visited the cinema yet so this review is in relation to them leaving customers on hold and never picking up phones!

Cinema is beautiful but the bar and queuing system to buy tickets food and validate parking in the same place is terrible and slow. 50 people in the line and we had to leave the line to not miss the movie

Brilliant new cinema that is in a great spot on Puckle Street and is another high quality Palace Cinema. The staff are great and the reclining cinema seats very comfortable. I've already been twice since it opened and will keep coming back many times.

Love that we have a great cinema now in Moonee Ponds. However, I may wait a year for teething issues to be resolved before returning. The cinemas were absolute sauna, with no one knowing how to resolve air conditioning or parking validation.

Edit: I had sent feedback on both topics before this management response below and received a standard brush off email back. Unbearable cinema experience in a sauna, of which I missed key parts and down on parking.

Nice to have new cinemas in Moonee Ponds but sadly no aircon when we visited. Cinema was very hot and stuffy. Hopefully they can sort these teething issues out soon as otherwise it seems a very nice cinema.

Lovely cinemas. Beautiful chairs. But they need to sort the queues for the food and tickets. Need separate queues!

Nice layout and brand new facilities, but the sound was out of synch with the video for most of the movie.

Love that Palace is now in Moonee Ponds! Awesome use of the space and great theatres and food.

Lovely ambience! It is great to see what they've done with the space! The seats are velvety soft and have great footrest/recliner setting. Every floor has a toilet, which makes it easier. Great accessibility and proximity to spots for pre/post movie plans.

Very depressing, boring decor. Very limited selection of refreshments. The cinema 2 was absolutely freezing
Very dark unappealing venue. I would not return

Even though they had run out of bottled water and choc pops, I’m addition to not being given clear instructions at the box, resulting in walking into the wrong cinema - still good experience!

I almost don't want to give this place such a review as want it to be a hidden secret without queues but they deserve it.

These cinemas are awesome and probably best in Melbourne.

Basically Gold Class experience in boutique little cinemas, you can have a glass of wine or beer while watching your movie but don't have a waiter bring some smelly chicken wings or something to the patron next to you for them to slurp on that will distract your movie experience like with Village Gold Class.

The seats are best ever, electronic reclining and foot rests.

Thankyou Palace for bringing this to Moonee Ponds.