Cinemark Willowbrook Mall XD and ScreenX

Reviews

• HR

  Heather Rodriguez

  3 days ago
  2.0
  I want to start by saying that I love this theater and come here often. However, I’ve had multiple frustrating experiences with the same employee, and I feel it’s important to bring them to your attention. The first incident involved a movie ticket that I accidentally purchased for the wrong Cinemark location. I asked the employee for help, and he told me there was no manager on duty and that I should call or email Cinemark customer service after the movie. I followed his instructions, only to be told that once the showtime had passed, nothing could be done. As a result, I lost nearly $30 because I was given incorrect information. The second incident happened today. I purchased a matinee ticket online for a 10:00 a.m. rated R movie and arrived at approximately 9:58 a.m. As I was about to enter, the same employee asked for my ID. I explained that my physical ID was in my car and asked if I could show him a photo of my passport instead, since the movie was about to start. He refused and insisted that I return to my car to get my physical ID. I understand that policies exist and that employees have to follow them. My frustration is not with the policy itself, but with the repeated interactions I’ve had with this employee. After already receiving incorrect information from him that cost me money, this encounter felt unnecessarily difficult and reinforced my impression that he lacks the knowledge and customer service skills expected in his position. I truly enjoy this theater and want to continue coming here, but I hope this feedback is taken seriously. I believe this employee would benefit from additional training so that other customers do not experience the same frustration.
• SB

  Shakirah Bragg

  Jul 2, 2026
  3.0
  When I arrived at the cinema around 11:20am I immediately noticed the floor around the self service drink dispenser was extremely sticky, with spilled soda or juice covering the area. It made it difficult to access the drink machine without stepping through the mess. Since this was early in the day I was surprised that the area has not already been cleaned. Some of the bathroom stalls were so dirty that they were unusable. If staff know a movie is about to end, they should take the initiative to check and clean the restrooms before the crowds arrive. This would help ensure guests have access to clean usable facilities and improve the overall experience.
• JC

  Jen C.

  Jun 24, 2026
  1.0
  A huge rat crawled behind the screen while watching a movie with friends and family and was projected for all to see. Absolutely horrible. Sat with legs up and nervous for the entire rest of the movie about where it went and if there were more. Mentioned to employee when leaving who couldn’t have cared less.
• NL

  Nish List

  Jun 23, 2026
  4.0
  It’s a great theater with great offerings all around when it comes to the theater screen and seating. My only real gripe is with the order-ahead and membership experience. Once you’ve booked your movie, there are surprisingly limited options to place a food order 10–15 minutes before showtime. Instead, you’re often stuck in long concession lines that move painfully slowly—even when there are only a couple of people ahead of you. The concession counter also appears to be understaffed, which only adds to the wait. For a membership program, there’s little benefit when it comes to concessions; members still have to stand in the same lengthy lines as everyone else (unlike over at AMC). There’s a second food counter here, but its purpose isn’t clear since customers are routinely directed back to the main line. Improving staffing, mobile ordering, and offering a dedicated member pickup or express lane would go a long way toward enhancing the overall experience.
• JP

  Juan Pineda

  Jun 18, 2026
  1.0
  It’s tough; we came at the scheduled time—11:00—to see a movie, and when I arrived, no one could explain anything. I think it’s best to look for an AMC; their facilities are better. No one here could help—it was horrible.

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