Reel Cinemas Limited Reviews 

Went for the first time yesterday with my Husband to see Beetlejuice 2 at Reel Cinema in Chorley.

The staff were very friendly and helpful, the cinema itself was immaculately clean and the seats were really comfy with lots of leg room.

Food and drink was really reasonably priced, we ordered pizza and they delivered it to your seat! Excellent service!

The Arrogance.
Booked to watch a movie with my daughter. I arrived late, I was trying to get my qr code to show the cashier, when all he kept saying was let's move you to another booking. I was like no need I've paid and were happy to go in. His reply was how do you like the sound of twisters. I'm still trying to find this code and all he was saying was twisters in the week. Long story short I was refused entry as my daughter appeared too young. She has been to the cinema loads of times to watch 15 class movies and today she was stopped and we didn't have id. I was refused a refund and a receipt to prove I've been refused entry. This left me getting rather upset and then the manager changed his mind and put it on a plane till receipt. Not great but it was something. They really need to have a printable receipt or records book for this type of problem. Still I managed to get the telephone number of Aiden in charge of Chippenham who was most helpful and polite and agreed it could have been handled better. The best of it was whilst waiting for a lift home we watched 3 very young kids 11 or 12 at most discussing a plain on how to get in for free. Absolutely Brilliant they don't get ID and get past everyone for free. Genius kids. I was laughing at this so hard. Hopefully they got to see their movie. I was there for another 15 minutes before I left and they didn't come out.
Reel cinema needs to do better

Really awful , food horrible and the worst of it was kids being really loud in the cinema I told the staff and they did absolutly nothing!!!

B ooked tickets for inside out 2 this morning at 11:15, was sat there till 11:30, then I went to ask and apparently film wouldn’t start. These things happen and that isn’t my complaint. The complaint is that nobody came to tell us I had to ask, was sat there till 11:45 nobody came to say anything, I went and ask for a refund which was given. But somebody should have come and told a room full of restless kids and adults. I had my two grand children with me and we was looking forward to our trip, we bought popcorn and sweets and drinks to watch a film, which were gone in the time we waited. Again I get technical issues occur but the communication was terrible

Tried to send complaint but it wouldn’t go through

very enjoyable experience
lovely to see actual staff members compared to other cinemas! staff were very accommodating and helpful.

At last Farnham has a Cinema. It’s been a long time coming!
We went to watch a film two weeks after opening, the seating is spacious and comfortable. The staff are friendly.
Two issues (hopefully teething problems). Two of the three ticket collection machines were not working, so a bit of a queue there. And the queue for food and drink was huge as there was only one person serving. But overall very good.

On the 1st November 2023 my daughter and her boyfriend went to the Reel Cinema, Wakefield branch to see a film. My daughter purchased the tickets with her bank card at cost of £6.99 each, £13.98 in total. The tickets were purchased at a machine but when they went to go into their respective theatre, they were stopped by the duty manager. The duty manager asked them for proof of age identification as the film was rated a 15. Neither of them was able to produce this and so the manager denied them entry. I accept that this happened and understand that the company has to ensure that people are admitted to appropriate age related films. My daughter’s boyfriend asked the duty manager for a refund and was advised by them that Reel Cinemas has a ‘non refundable ticket policy.’ Later that day my daughter and her boyfriend came home quite distressed that they had not been given a refund. That afternoon I telephoned the cinema and spoke with the duty manager, who remembered the incident as it was she who had stopped my daughter from going in. The lady was polite and we spoke about the event. The duty manager again repeated to me that it was company policy that refunds would not be issued. I advised her that in fact that wasn’t the case and that the company policy, which was shown on their website actually states ‘If authentic identification cannot be provided when requested, you will not gain entry to the film, and your tickets WILL be refunded.’ The manager wasn’t aware of this part of the policy and in fact I had to guide her through the company’s website in order to show her exactly where it was. Irrespective of this, she said that the tills would not allow refunds and that she would have to request authorisation from Head Office and she undertook to do that.
Time passed and I didn’t hear anything at all from the company so sometime around the 26th November 2023 I made a complaint to the company via their online system, with code ENQ – 5912 referring. On the 26th November I received an email response from another duty manager who advised me that the previous person I had spoke to, had attempted to make a refund, but was unable to do so. This person had also attempted to make a refund but they too were unable to do so. An offer of two cinema tickets, that were valid for two months, was made as an alternative. However, this wasn’t acceptable as my daughter and her boyfriend were not big cinema goers and, being the age they were, there was every chance that they might have not been a couple within that timeframe. So, I politely declined and advised that this alternative was not acceptable. On the 3rd December 2023, I received a response from the same duty manager, to say that they had been in touch with Head Office and they were waiting for authorisation from them, as the tills would not allow them to make a refund.
At the time of writing this review the date is the 17th January 2024 and I have not received any further response from the company nor have we received a refund of the money which they owe, according to their own policy. This is now fifty-seven days (57 days) after my daughter first visited the cinema and Reel Cinema, still owe a child £13.98, which is a considerable amount of money to her. In addition, it is now some forty-six days (46 days) since I have received any communication from this company about a simple refund, something which other companies, who are clearly more customer focused and concerned about repeat business, can do and will do on the spot. The customer service from Reel Cinema is actually quite abysmal to say the least, particularly when the customers are so young. Indeed, today I have looked at their reviews on Trust Pilot and there are fifty-two (52) in total and they have an overall rating of 2 stars, which breaks down as follows; 5 stars - 15%, 4 stars - 2%, 3 stars - 8%, 2 stars - 13%, 1 star - 62%. Reel Cinemas really should look at these figures and consider them to be a damning indictment of their lack of customer focus and I would advise other potential customers to steer clear of them, as this is one way that they clearly cut corners to try and lower their prices. A shocking state of affairs and Real Cinemas really should be ashamed of themselves.

No longer sell your normal hot dogs but halal chicken dogs. Literally no other option available. No sauce for nachos either on a Saturday night. Cost £20 for 2 ppl and I won’t be going back.

We went to the Chippenham Cinema last night and had a fantastic experience. As we arrived very friendly staff helped with the pre-booked tickets and popcorn, drinks. The guy that helped us was brilliant. The cinema was clean the seats were a good size, important to me as I am a big guy. Loads of leg room and a comfy temperature. a great experience at a super price. We will be back.

I have epilepsy and there was no indication of any strobe light or flashing light on the website on some particular films, this is wrong and should be addressed. other cinemas have this on but so unfortunate that you guys left it out. This can lead to you guys loosing customers

Reel Hull.

Avoid! My daughter and her friend who are 16 went to see the latest Freddy film which is a 15. They purchased and paid for their tickets and were then told that if they didn’t have a passport or citizen card to prove their age they couldn’t go in. Where does it say on the web site that you have to prove your age for a 15 film, who carries a passport round and why couldn’t they get a refund???? Terrible customer service!

Has the worst experience went with my friends to watch five nights at freddys and it is a 15 yr old movie and we went and asked for them and said that we arent 15 but we are and we had to get trolls but we didnt even watch it and before it started we asked if we could get it changed or a refund they refused and told us that we arent 15 and need id so your telling me i should be carrying my passport around everywhere just to watch a movie ? Having to watch trolls only watched 10 minutes then left the cinema i don't recommend coning here!

Firstly, I hadn't realised they had moved, fair enough, but in trying to find where it was they had moved to was a bit of a challenge as i don't really know Burnley all that well. Anyway, we would still have been relatively on time, except there was nowhere to park, went to the car park beyond and still nowhere to park.. ended up having to go into a multi storey, which seemed to take forever!! After FINALLY arriving and getting my grandson popcorn etc, by the time we sat down there was only an hour of the film left, the seats although have plenty of room, they are quite uncomfortable, due to how deep the seats are, you're legs are left dangling, on a positive note, it felt bright and new, clean, but we won't be returning! sorry

The staff where friendly nothing more they could do 4 u

The first and last time, we will be at Reel.

We took our grandchild to Reel in Widnes for his first cinema experience. When we entered the theatre, a powerful chemical odour was so overwhelming that my wife felt nauseous, and our grandson began to cry uncontrollably.

Before the movie even started, we left and spoke with the manager. She informed us that work was being done on the roof, causing the smell, and they have a no-refund policy. This screen should not have been operating with such overpowering chemical fumes.

Because of this experience, my grandson may hesitate to visit any cinema for years. Instead of offering a refund, the cinema requires me to call weekly to reschedule our tickets.

We don't intend to return to this inconsiderate establishment. If I miss a call on a given week, they'll claim I'm too late and void our tickets. Their behaviour is appalling, and they should be deeply ashamed. I'm considering reporting them to trading standards.

Went to reel cinemas Burnley today, staff friendly enough, and was clean enough, but the air conditioning they had on in screen 4 was freezing, was a good thing I brought a jacket, it was unbearable for a 2 hr movie....
It's moving soon let's hope it's better in new place

Not impressed by my experience at the Chorley venue.
Asked for a Flat white and a Latte on arrival and got two cups of very bitter coffee, both tasting exactly the same. Horrible, we both took a couple of sips and left them as the film was beginning to start.
We had upgraded to the Lounge, so got Nachos which were great. A paper cup of Budweiser which was flat. You used to get twist off bottles. We waited for a Magnum ice cream that never came. But the worse was when they put the AC on cold half way through the film. Good job we both had coats as they went back on, and we were still shivering. A audience member complained to staff during the film and nothing was done. We complained on our way out and the usher just shrugged his shoulders. When other cinema chains are failing you would think Reel would treat its customers with respect and not as a nuscence. I don't think we'll be back

Dropped my partner and daughter off at reel cinema at 13:20 to see Little mermaid. returned at 15:00 to pick them up and recived a invoice off £100 just for picking them up. got bank statement stating partner paid for cinema but Reel will not cancel the invoice

Reel cinema gift cards are a joke
My son bought 2 x £50 gift cards as presents. Neither cards have been activated. Despite several visits back to Rochdale Reel cinema, he has still not had a refund, everyone saying they will ring him, but they dont. Emails to head office go unanswered. Has cost a fortune in petrol travelling there. Will never use these cinemas again.

I am really disappointed with the way I have been treated today at the Fareham Reel cinema this morning.

We requested a refund for a drink we never had and were kept waiting around for absolutely ages.

The most ridiculous part is I had even asked before paying if the ice blast machines were working today.

The part that has really upset me however, after waiting 2 and a half hours after my initial complaint was when the supervisor did finally appear he thought it was best to lie to me- not once but twice and think I was dumb enough to believe it!

Ridiculous- you should be ashamed of yourself.