Terrible service, terrible management, terrible hygiene!!!

We attended the Ster-Kinekor Cinema at Rosebank Mall on the 28th April 2019 and what an unpleasant experience.

We bought the tickets for the movie “After” around 18h00 for the show starting at 19h15. The lady who assisted us in purchasing the tickets were very friendly and helpful, and we thought this would be a reflection of the services for the rest of the night, however it was not..

On our way to the bathrooms there was toilet paper on the floor and popcorn everywhere (I took pictures about this). When we went into the bathroom that was disgustingly dirty and also very untidy, we had to walk from bathroom stall to bathroom stall just to get toilet paper. (I took pictures about this). With all of this we still looked the other way and thought that the night can only get better.

We got some popcorn and the gentleman who assisted us was also very helpful. Approaching the popcorn spice station you could just see the spices everywhere and the popcorn on the floor with no cleaner in sight, however the mop and water bucket was just left there. All the spice shakers where dirty and I was not happy to using them, however what else can you do? (I took pictures about this).

We entered the Cinema 4 around 18h55 and was surprised to see more popcorn on the floor and hair also on the floor (I took pictures about this). I was even more shocked to see that the Cinema was not even attempted to be cleaned before the next show (I took pictures about this).

We waited till about 18h10 and no lights or anything was happening so we stepped out to find out what is happening. A lady employee said that the lights and screen will come on at 18h15. We went back into the Cinema and waited for another 10 min. At 18h20 we went back outside to the gentleman who checks your tickets, we asked what is happening and he advised us that there will be no show and that we need to speak to the Manager. We were just pointed to the manager. With no introduction to who he is or anything he advised us that there will be no show as they are experiencing some technical issues. I was so shocked that we were never informed about this and had come all this way and spend all this money for nothing! No attended was done to make sure that the people who booked and paid for this movie (a total of 6 pax) was informed that it is canceled. The doors where left wide open just for us to walk in. When we asked the Manager why we were never informed he was extremely rude and made as if this was all our doing. He was not even wearing a name tag or uniform so it felt like you were just speaking to a customer at first. He blamed it all on his staff and said that they know it is not working and does not know why they are not informing us. His solution was that he can refund us or that we must choose another movie. The way he said it was as if we are interrupting him and that we are annoying him. When we got to the front desk to get our refund he gave the lady a really bad look and asked her in front of us why she is not informing or communicating with the staff and clients about the situation. I feel that you have a time and place to address this with your staff and it was not dealt with correctly. I am surprised that none of the staff has complained about how he is treating or speaking to them.

I also informed him that the bathrooms were a mess and the popcorn station was very dirty he just raised his voice and said well they were very busy today, however all the staff was sitting on the floor and relaxing. The hole time speaking to the manager it was as if he was very uninterested and that he does not care what we have to say. I eventually asked him what is his name and to who else can I speak to. He said his name was Tyran Naicker and that I must just send a e mail to the following address: ********** and wrote it down on a piece of paper. Only to find out that this is not the correct e mail address. The attitude from Tyran gave us was shocking.

Tyran took no responsibility and had no management s****s on how to speak to clients nor staff. One would think that Ster-Kinekor has Management that is capable to handle situations like this and that would make the client feel welcomed, however with the experience from Tyran I can confidently say I will never return to this Cinema and I will defiantly be taking this to media.

I have send 4 mails and all of and called the Customer Desk 3 times now.