KA
Kayla Althenn
Apr 19, 2026
(Response to cinemark. Already contacted yall and nothing has been done)
I visit this theater regularly, typically a couple of weekends each month, and have generally had positive experiences. In December, I was gifted two complimentary movie passes. When I attempted to use them, the manager on duty, Robin, handled the situation in a manner that I found to be both unprofessional and discourteous. The passes were taken from me, and I was told they were fraudulent, without any clear explanation. The interaction left me feeling as though I had done something wrong, despite using the passes in good faith.
I also contacted customer support following this incident and was disappointed that my concerns regarding the handling of the situation were not addressed, nor was any resolution offered at that time.
At this point, I am hesitant to return to this location. However, I would appreciate the opportunity for this matter to be reviewed and resolved. If not, we will unfortunately need to reconsider our memberships moving forward. (We have several in our household)
As someone with a background in customer service, I believe situations like this can and should be handled with clearer communication and professionalism.
And looking at recent reviews, I see Robins name has been mentioned and other managers. This place needs to be looked at. We will definitely be switching to AMC if this isnt handled. Id rather be treated with respect than some "criminal" because the tickets I was gifted are supposedly fraudulent.