Cinepolis Luxury Cinemas Rancho Santa Margarita

There were 3 seats in the theater that were broken and they allowed me to purchase two of them. One that was crooked and the other had no tray. When I complained, they moved us to two other seats where once again, one of them was broken. It would not recline which is one of their selling points. This was the first, and last time I will see a movies in this run down crap house.

This is our go to theater even though it is crazy expensive ($22/ticket). However, we treat ourselves 3 or 4 times a year. The staff is really pleasant and you can't beat the reclining seats.
Food is generally ok to good. Had some glitches the last time I was there. Ordered the nachos and seems like they were made but not delivered. Had to remind a server. By the time I got them, well after the other meals arrived, they were stone cold and not very good.
Also, y would not recommend the s'mores popcorn. Essentially it's popcorn with a few bits of melted chocolate and a few mini marshmallows. Not mixed at all and when you are lucky enough to get one bit of chocolate, it's just a mess.

I have been taking my twin granddaughters to this theatre for a couple of years. I recently purchased some tickets online for the following day, I did not realize that I mistakenly purchased tickets for the same day. I did not notice this until the following day when I arrived at the theater. I had one of the staff bring me there on duty manager. He looked to be about 20 to 22 years of age. When I told him what it happened and showed him on my phone the tickets from yesterday he informed me that their policy was that they “could do anything about it”. even though the prior day was not sold out, and they would not lose any customer money. I asked him again if there was anything at all he could do. And again he said no that’s the policy and he was powerless to do anything. As a former manager myself, I informed him that I did not agree or believe him because that’s what managers do. Managers have latitude in decision-making for circumstances just like this, to take care of their customers. I told him that if he really was the manager on duty, he definitely could do “something” about this issue. He was steadfast, did not offer me any kind of discounts for future or even any kind of discounts for that day for food or drinks. He was very unhelpful . . I think he either was not a manager, or was trained very poorly. I’ve worked in customer service for half my adult life, and he did not handle the situation very well. I am not in the habit of supporting a business that do not care about their customers. So I will take my granddaughters to another movie theater next time.

Didn’t give me my fries

I am sitting here waiting for a corrected bill after a late Minecraft movie. We used to come here for all of the best movies of the year. Not anymore! The night started off poor, with the food servers spending more time talking to people in the wrong seats despite the fact we got here over ten minutes early and had our button pressed. That was the first sign. Then they were out of the food item I wanted on the menu. They were slow in bringing our food after. When our food came there was no burger for my son. I pushed my button to ask about it and no one came until it was too late to serve food. The server came and told us it wasn't his fault and they only deducted the food he didn't get and they offered us three free tickets and then I said that was not enough, because we are not coming back. So he sent his manager out who gave me more attitude for the experience and how little they were willing to do. Really disappointed. I got three free tickets for this place for some point in the future but this is the worst customer experience I have had in the theaters in twenty years. Going to stop going to Cinepolis. This is not what I expected from their advertising.

It's nice to see a movie where you can get out of the house and eat some food while you're watching the movie! Matthew Schlom was the best server we've ever had.

Love the reclining seats,comfortable and place is family orianted.Sara Canales!

Great seating and customer service

Possibly the most comfortable movie theater in South Orange County. The seats are reminiscent ofctravelling first class on a plane, and they offer table service for food and drinks. They have a weekly wine bottle special, and their hamburgers are delicious. The food menu is also the most extensive I've seen in any other theater.

Phenomenal

We are personally done with Cinepolis. Went there last night for New Years Eve to see Wicked 6:00 show. Arrived to find the theater seats dirty, cup holder on one sit filthy. Ordered a drink took one hour and multiple requests to finally get the drink. All they can say is "were sorry". Was told by the waiter that the manager would deliver the drink, as you can guess that didn't happen. This seems the be the new standard at Cinepolis RSM crappy customer service. Long waits to get service, long waits to get your food, and a filthy theater. I think we are done, with an overpriced experience.

Loved it
Very good for kids and also adults

thank you to the coolest workers that were super welcoming and nice!!! loved my experience and definitely will be back 🩷

Took an hour and a half just to get popcorn and they kept forgetting till the the last 20 minutes of the movie

Took my family here for the Thanksgiving holiday opening of Moana. Grandkids were so excited. I bought eight seats in a row….. Three of the seats didn’t work, literally had to crawl into them…… Theater was dirty. Didn’t get our food order, which we ordered before the movie started, till it was an hour into the movie…… Overall, just a terrible experience…..
Grandkids hungry, Everybody uncomfortable. Just not good.