ODEON Avis 

My visit to your Odeon Cinema at the MetroCentre on 4/5 to see the 40th Anniversary showing of Highlander in Screen 11 was far below the standard I would expect from Odeon.

The sound quality throughout the film was poor and often muffled, which made it difficult to enjoy.

In addition, my seat (K14) was broken, with the left side of the cushion or support having dropped. There were no staff members available to report this to, either before or after the film. The seats were also dirty and the fabric had holes.

The staff at the counter also seemed disinterested and unengaged. When I ordered nachos with cheese, I later discovered cheese sauce on the bottom of the tray, which stained my clothes when I sat down. The staff member scanning tickets appeared unmotivated, leaning over the podium and making little effort to engage with customers. To make matters worse, the bins in the area were overflowing, which gave a poor impression of cleanliness and care.

Overall, it was a very disappointing experience. This was my first visit to the cinema in several years, and sadly, it has put me off returning. Your slogan claims that you “make movies better,” but my experience was quite the opposite.

I emailed with a complaint the day after my experience but no-one has bothered to reply!

Reclining seats very comfortable but difficult to find correct seating, numbers were not clear. Also gets very chilly in there when your sat for awhile. I can not belive your charging nearly a fiver for a bottle of coke the prices are ridiculous I refuse to be ripped off like that. Staff were polite and pleasant but had to wait nearly 10 minutes for someone to show me to seat it’s dark and I just couldn’t see. Toilets were not great need to be cleaned and checked more regularly. Other than that a pleasant visit.

Fantastic Film. Poor experience. Went to see The Devil Wears Prada 2 at the Bournemouth Odeon. Buying tickets easy, staff lovely, film amazing. However film time is advertised at 11am. Actually started at 11.44 am due to over 4o minutes of adverts (23) and trailers (8). Almost got to the point where we were going to walk out and ask for our money back. Cinema was very empty which is no surprise. We can watch it on Netflix with perhaps one or two adverts for a fraction of the price. Last time we will ever go to the Cinema. Shame really, because the movie on a big screen was great.

It's good but sometimes theres a bit too many ads

Just visited Odeon at Peterborough and watched a movie on the imax screen. The best cinema experience ever with massive screen, great sound and really comfortable reclining seats.

I had to cancel my ticket as made a mistake and booked wrong day I’ve waited over a month for my refund I’ve contacted them 3 times now just o keeo being told I’ll get the refund in 7-10 days I’ve always gone odeon I’m not going anymore it will be cineworld from now on odeon is a disappointment

Worst website I have ever encountered - endless requests to click pictures to prove I'm not a robot - then seat booking kept failing with a daft message to refresh the page which never worked - humilating use of my time, 30 minutes to book some tickets.

ODEON METROCENTRE
Preordered a popstar combo the day they came out, got to the cinema for my showing, and they hadn’t kept my order and now it was sold out!!!!!
Don’t trust the pre-orders - they are a load of rubbish

I saw a movie at the Richmond Odeon - I entered through the entrance next to Nando's. All staff were helpful and polite, but the manager needs to go - not a people person at all and his actions made me feel uncomfortable, without him even saying a word. Otherwise, I enjoyed the movie.

I transferred Odeon cinema points 11000 for luxe tickets and the points were taken but i got no confirmation of the ticket code. So after half an hour after transferring code i thought that when i go to select movie and pay for famiy tickets i would get a code in the payment section but i did not and was showing full payment.
I then texted customer service of Odeon and i was told well if you did not get code then you have unfortunately lost the points, like it was my fault.
And i was desperate to get that code so that i could have enough money for four tickets to see the new the devil wears prada movie 2 this May Bank Holiday.
I am disgusted that they can treat a disabled person like that.

Horrible experience at brand new Odeon Glass House Cinema Bristol in Cabot Circus.

My husband booked tickets for showing of Project Hail Mary for 11am. We selected the seats and used our Meerkat code as applicable. At no point on any page or on the tickets themselves did it state that this showing was for mothers and babies only.
On arrival at the cinema the couple in front of us showed their tickets to the usher. They were immediately told they could not watch Project Hail Mary as it was for babies and mothers only. We interjected and said we also had tickets for the same showing and suggested, after confirming this with the other couple, that nothing about this was illustrated on the website when booking. We were directed towards the manager who although offered a refund offered nothing in the way of sympathy, compensation or a considered apology for our inability to attend the film we had all booked tickets for. He actually confirmed that he also refunded the tickets of two other people for the same reason a short while earlier. As far as we saw at the time of booking all the tickets for this showing were booked by couples and all refunded so the showing ran empty with no “Newbies”.
When this cinema location was Showcase my husband and myself would attend at least once every fortnight. Goodness knows how much money we spent in it and we really enjoyed the experience and its location was very convenient. We were devastated when Showcase Cinema Delux closed and then overjoyed when we found out Odeon was opening in the same place.
I have reported this to Odeon Customer Service but they have blamed me for not spotting the tiny green “Newbies” label on the top edge of the time slot. I am absolutely certain that was not there at the time of booking and nothing said this on the confirmation email or the tickets.
I think this is a great thing as I have kids and would’ve enjoyed this experience as a new mum but this sort of showing is not made clear on the booking website, obviously as multiple people made the same mistake.
Odeon’s lack of admission of responsibility for this is really poor and a little gesture of goodwill would’ve gone a long way to make me consider returning.

I won’t be back.

Appalling customer service, not only do they not help with simple queries but they end the chat mid conversation, have the worst AI chat bot I’ve ever encountered, and are genuinely rude. I said I broke my hip falling on the floor at the odeon and the customer service rep (not AI chat bot - REAL PERSON) did not care at all or offer any sort of sympathy with this or my locked account query, he actually said “I hope your next visit to the odeon is enchanting”. I can only assume they hired a 13 year old who is trying to be funny? Tried to complain to a higher up person but all they did was redirect my complaint back to the cinema who already know.

Ordered a gift card from their website . Odeon.. I did not receive it and as a result, I missed my friends birthday , this caused me embarassment. Odeon took no responsibility, instead blaming a 3rd party company they use and let advertise on their website. I cant get on touch with this company. My advice don't use this online gift card link. Nobody wants to sort this out and I have been given the run around for months.

Poor customer service. Cant speak to a person...chat bot is rubbish.

Customer services are exceptionally slow!

I am able to purchase tickets via Perks at Work, have done for years and never a problem until now.

I purchased Luxe tickets for an Odeon Luxe cinema to view a 2D film, tried to book the seats and Odeon wanted a further £24.

When I queried it, they stated that the tickets can't be used for upgraded seats.

Which I knew anyway.

But, I wasn't upgrading my seats, my chosen cinema only offered recliners so that was all I could book but according to Odeon,I was trying to upgrade my seats.

This makes zero sense.

Never the less, Perks at Work tickets won't be purchased by me again and also Odeon won't recieve any further business.

After more than a decade of being the worst website I ever have the displeasure of using, they still can’t get the basics right. Odeon whoever is your CTO is long overdue their P45.

This cinema is absolutely terrible. I really don’t know how the manager even got her job. I even think the other two female staff members have a way better attitude than her. She’s just awful.

On 17/02, I mistakenly booked tickets for Acton instead of Birmingham Plaza. When I raised this at the cinema, after purchasing new tickets and treats for my children and me, the on-site manager assured me she would submit a refund request on my behalf. Unfortunately, no action appears to have been taken.

I then submitted a refund request myself on 23/02, including all the required evidence—my original booking confirmation and proof of my additional purchase at Birmingham Plaza. Despite this, as of 07/04, I am still waiting for the refund to be processed.

The lack of proactive handling, clear communication, and any meaningful follow-up from Odeon’s customer service has been extremely frustrating. I have effectively been left chasing an issue that should have been resolved weeks ago.

This experience reflects poorly on the level of care and professionalism shown to customers. At the very least, I would have expected timely updates and a more responsible approach to resolving a straightforward request.

I've been to Kilmarnock Odeon today and while the film we saw was brilliant and staff were friendly, the booking online was far from good service and the frustration trying to sort it out ruined the film a bit for me. I tried to book online for an hour and a half before we arrived, experiencing various difficulties of errors, bookings not processing, funds pending out my account but no ticket email.

I tried using another phone and even a laptop but the same errors appeared on all. I could therefore not use my Prime discount tickets or take advantage of the online cost so rather than spending £44 for tickets we spend £62 at the kiosk before adding snacks etc as we had no other option and disappointed children that didn't want to miss the film.

I know from other reviews and from other people in the cinema that this was not just an issue for our family and I can only imagine how much money people have spent extra to attend an Odeon cinema at extra cost when other local cinema would be a much cheaper and less stressful choice. I feel really let down by Odeon and unfortunately although I have been a customer since I was a young child myself, I will likely be taking my business elsewhere if booking is so frustrating in future.

My son and I went to Odeon Cinema Orpington.
I was asking a staff member for help with tickets, as my adult son has a CEA card due to his Autism and Learning Disability. During this, a Costa staff member who I had not approached interrupted, told me to go at the end of the kiosk and ask everything there. He then looked at the staff member I was speaking with and rolled his eyes.

I found this quite disrespectful and quite embarrassing, particularly as I was there with my son. I chose not to challenge it at the time to avoid upsetting him, but it left me feeling quite upset.

I did raise this with Odeon, they offered me a complimentary ticket. Let’s make it clear that is not the purpose of my complaint. I hope I will get clarification as Costa staff member working within their cinema are expected to follow the same standards of customer care in Odeon.

Basic courtesy and respect cost nothing this experience fell short.

Basic courtesy and respect cost nothing.