Business ProfileforShowcase Cinemas

Hello,I am writing to express my disappointment with our recent experience at your theater. My family of five (my wife, our three kids, and myself) came to see "Despicable Me" in IMAX. We initially purchased tickets for the 5:05 PM IMAX 4D showing in Theater 2 but were mistakenly given tickets to Theater 12. After scanning in, we realized the mistake and returned to correct it. Unfortunately, by that time, it was too late for the 5:05 PM show, so we opted for the 6:05 PM show instead. To our surprise, we were asked to pay an additional $40 due to the higher cost of the later showing, despite the error being on your end.To make matters worse, when we entered the theater, we discovered that the air conditioning was not working, and this information was not disclosed to us beforehand. Enduring this situation with three kids was extremely frustrating. Additionally, the theater environment was far from welcoming: the concession stands were dirty, and our seats were not properly cleaned.Your cinema advertises "Luxury is standard," but our experience was anything but luxurious. Between the poor customer service, lack of AC, dirty concessions, and the significant amount of money we spentalmost $200it was a highly disappointing visit.Given these circumstances, I believe a refund is warranted. I hope you will address these issues promptly to prevent other families from having a similar experience.Thank you for your attention to this matter.Sincerely, Casimir