Cinemark West El Paso XD and SCREENX

Reviews

• CH

  Constanza Hernandez

  May 11, 2026
  1.0
  First time coming to this movie theater, and we received awful customer service. We arrived and, for the first time, I purchased my tickets and concessions online. When we asked about our order, instead of kindly explaining how the mobile orders worked, the employee (Luis) became rude and treated us like we were dumb for not knowing the process. If that experience wasn’t bad enough, the manager was even worse. She approached us with a rude attitude, acting as if she was doing us a favor instead of helping customers. We then tried to purchase alcoholic beverages, and she immediately got upset and looked at us as if we were asking for something illegal. She refused to help us, walked away, and said, “We are short staffed, I can’t help you.” Personally, I found that comment completely unprofessional and unnecessary. Customers should not have to deal with employees taking their frustration out on them because the company is short staffed. That is an internal company issue, not the customer’s problem. Overall, this was a very disappointing first experience, and definitely not the kind of service we expected. Ps. Men’s restroom were horrible and not clean.
• MA

  Miriam Arredondo

  May 10, 2026
  1.0
  Absolutely heartbreaking and unacceptable experience on Mother’s Day. I came in trying to have an awesome family night but instead I was treated with disrespect, denied help, and made to feel singled out and racially profiled. The situation escalated unnecessarily, and the police officer only made the experience more intimidating and humiliating instead of helping calm things down. What hurt the most was that this all happened in front of my daughter. She was crying, upset, and even felt like the situation was somehow her fault. No parent should have to watch their child experience that kind of fear and emotional distress over a basic customer service issue. I left feeling embarrassed, degraded, and deeply disappointed by how poorly this business handled the situation. Customers deserve fairness, respect, and compassion — especially on a day meant to celebrate mothers and family. I truly hope management takes accountability and makes serious changes so no other family experiences this kind of treatment.
• MO

  miguel Ochoa

  May 9, 2026
  1.0
  Upset because we weren't told the AC was out 5 pm showing of The Devil Wear's Prada. He said only this theater had no AC. That they should told us when we came in. I had to go ask, and his reponse was you can get your $ back or go to another showing. Of course the all showings for this movie are sold out. No cool!
• DD

  David

  May 9, 2026
  1.0
  Worst experience of my life the girl working there only asked for one’s id which was of age then proceeded to ask me for mine saying she said that she asked for both but didn’t say that just making stuff up got scammed of 40 bucks and want her banned from ever working at Cinemark again refund me now
• IT

  Iris Trejo

  May 5, 2026
  1.0
  Worst service ever, there was no one in the ticket area, proceeded to wait 25 minutes in line for the concession stand to get tickets there, was told to get out of line and to go back to the ticket area and someone would go help me there. Whole interaction was like 40 minutes. The movie I wanted to see was already 1/4 of the way in. Terrible service.

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