ODEON Reviews 

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.

No jalapenos for nachos criminal sold out why ??????

I booked a ticket to watch the drama at Nuneaton. I stupidly booked yesterday rather than today. The way they dealt with my error an switching my booking was super quick n they were really helpful

So upset. I put the wrong location on my cinema on my booking. I asked for this to be changed on the AI bot (because you can’t call anyone!) and it said I couldn’t do this. When I asked what it meant if I cancelled the booking, it asked for my details and then just said it was cancelled! No warning, no confirmation email. When I’ve emailed odeon they’ve replied because I bought a child and adult ticket I cant get refund. So if I want to go see the movie I’ll have to pay again. No sorry, no empathy. I’m fuming. Worst customer service ever. Avoid Odeon and use another cinema.

While the cinema experience is great (with amazing recliners at my local cinema), the overall experience is tarnished heavily due to the opaque and almost scammy voucher strategy.
Claim 4 tickets for the family from Vodafone, Odeon has the gall to ask me for £45 (not even sure how the price came to be higher than odeon’s own ticket, almost as if they want to penalise these giveaway tickets), buy a voucher from work and you inevitably end up paying more. On top of that , there’s an online booking fee? Give me a break. If you’re going to act like a dinosaur, might as well just make this a 24/7 Jurassic Park cinema
As somebody who frequents my local Odeon, I’m giving up and will just go to the Vue 5 miles away. Their transparency is much appreciated.

Watching movies in Odeon but heaters are not working. Terrible experience

Avoid the ODEON membership unless you want a massive headache when you finally decide to leave. I gave my full 30 days' notice, yet they still failed to cancel it and wrongly charged me for an extra month.

​I've been promised a refund, but I've yet to see a penny. I just keep getting passed from person to person in their customer service department with zero resolution. They are quick to take your money but drag their feet when it's time to give it back. Terrible experience.

Waiting 4 hours to co next me to a staff member on live chat to cancel my membership. Avoid

Absolutely the worst customer service been trying to cancel my Limitless subscription. Tried to find info on the website but was a joke. Eventually found an email address and emailed on 25th February and still nothing. Appalling service.

Complaints department non existent.
Emailed and got a response which I thought was great, but then radio silence despite 4 or 5 chasers. Tried the webchat, you get so far and then when they put you through to an advisor...there is no advisor, I tried several times and same thing each time.
I dont understand how these big organisations have such little regards for customer care.its shocking. I ve chased my issue so many times, I have now give up