An Aussie mother-of-three was been left humiliated after she was almost booted from her local cinema after she brought snacks for her fussy children.
Anita took her kids to Cinebar Coolangatta on the Gold Coast during the recent school holidays to see a screening of Wild Robot.
The family-owned theatre describes itself as a ‘budget-friendly Gold Class alternative’ to chain cinemas and offers full-service dining as well as snacks.
However, its strict policy against outside food has rubbed some customers the wrong way with Anita arguing her fussy children had specific dietary requirements.
The mum was told she would have to leave her bag of snacks at the front desk during the film or leave the premises without a refund.
‘I’ve been to this cinema a handful of times and have always purchased popcorn and a drink combo as well as bringing my own water bottle in my bag from home with no issues,’ Anita told news.com.au.
‘I’d learned from prior visits with my three young kids that there are limited options for fussy kids who also have dietary requirements, so on this particular visit I had a small snack – a handful of dairy-free M&M’s and a snack packet of Burger Rings – in my bag, along with water. I intended to also purchase a popcorn and drink combo.’
Several other customers who have had disputes with Cinebar Coolangatta over outside food shared their experiences in Google reviews.
Margaret, a 75-year-old grandmother, was ‘disgusted’ when cinema employees confiscated her grandchildren’s lollies before a film during the Easter school holidays.
‘What has the world come to?! I will go elsewhere from now on. What a performance over a small sweet treat for my grandkids,’ she wrote.
Another customer, K Raw, said their experience was ‘very disappointing’.
‘I felt pressured into buying their overpriced food and drinks, with a staff member persistently asking if I was going to make a purchase,’ they wrote.
‘When I mentioned that I might come back later, he then demanded to check my bag.
‘To my dismay, he found a raspberry lemonade, which is my son’s favourite treat. He took it away from us, making the situation extremely awkward and embarrassing.
‘I would much rather spend a bit more money and buy Event Cinemas Gold Class tickets where the staff are friendly.’
Cinebar’s CEO Dave Taylor defended the strict policy, saying the rules are clearly displayed before customers buy tickets, online or at the cinema.
‘As a local, family-owned business, we are sensitive to cost of living issues for Queenslanders, which is why we offer family saver deals like four tickets for $49,’ he said.
Mr Taylor added the theatre offers freshly-cooked meals that cater to a variety of dietary requirements, including gluten-free meals.
Despite some complaints about the strict food policy – which is common in the industry with giants like Hoyts and Event Cinemas enforcing similar rules – the Coolangatta theatre still boasts a high rating.
Several of its customers came to the defence of the cinema, citing cheap tickets and high-quality amenities.
‘Cinebar has great ticket pricing with reclining seats and offers a great experience for families. Eat before or after or pay more for a crappier, more crowded seat elsewhere if you don’t like the rules,’ one said.
Another called for customers to show ‘respect’ to the venue’s rules.