DISGUSTING Service at Nu Metro Canal Walk – Manager Completely Useless and Ruined My Bachelor Party

On 22 November, I went to Nu Metro Canal Walk as part of my bachelor party. I absolutely love films and going to the cinema has always been something special to me. Despite cinema dying in SA and prices constantly going up, I still chose Nu Metro for this occasion. What a massive mistake.

My two brothers, my cousin and I watched the latest Predator movie. Sitting behind us was a couple who talked loudly throughout the entire film. We tried to shush them multiple times, but they acted like they owned the cinema and didn’t care at all. Other people in the cinema were also getting irritated, because their behaviour was ruining the experience for everyone.

I left the movie to call a staff member. Two staff members came in, walked around with their phones out, and did absolutely nothing. The couple continued talking as if they were at home.

I left again, this time to get a manager, because I didn’t want the situation to escalate into something physical, especially on my bachelor party.

What happened next was unbelievable.

I showed the manager exactly who the disruptive couple were. Instead of handling it professionally, the manager sat next to them and talked to them at the same loud volume they were disturbing everyone with. It was so disruptive that my own brother turned around to shush the manager, not realising it was him speaking during the climax of the film.

Then the manager came to sit next to me and spoke loudly again, defending the couple by saying that “some people need to talk because they might need help understanding the film.” Completely ridiculous. This was not a complex film. These two were having their own private conversation and laughing at serious scenes.

The “solution” the manager offered was for us to move seats, right in the middle of the climax, instead of dealing with the actual problem. No apology. No accountability. Just excuses and horribly unprofessional behaviour.

This was by far the worst service I have ever received from any cinema. How Nu Metro chooses their managers is beyond me, because this person clearly has no customer service skills, no authority, and no idea how to manage a disturbance that could have easily escalated into something dangerous.

Cinema in South Africa is dying. Many theatres have closed because people are tired of paying high prices for terrible service. The least Nu Metro could do is ensure a respectful, safe, and enjoyable experience for customers who still spend their hard-earned money there.

Instead, Nu Metro Canal Walk delivered a disgusting experience that ruined what should have been a special day. I will also be sharing this across my network, including those in the film industry and friends with large followings.

Nu Metro, your slogan says, “We are more than just movies, we are an experience.” Well, this was definitely an experience, but one that proves exactly why people have stopped going to cinemas.

Absolutely unacceptable.