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Jason S
Disappointing Customer Service Overshadowed an Otherwise Decent Family Outing
Monterey Cinema的点评
点评：We decided to try out this local cinema to support small business, drawn by the charm of something a little different from the big chains. The cinema itself was about what we expected, simple, a bit rough around the edges but with a certain charm and the kids were excited for an outing at the cinemas.
The staff were initially friendly, and we purchased tickets for four. With 35 minutes to spare before the movie, we popped over to the café next door to grab some nuggets and fries for the kids. Unfortunately, the café was slow, so we took part of the meal to go.
Back at the cinema, we bought four drinks, popcorn, and candy, happily supporting the cinema’s own concessions before heading in. While my daughter and I were finishing the leftover nuggets and fries (I may have eaten the fries) before the movie started, the manager came in and abruptly told us that outside food wasn’t allowed and “people are being disturbed by the smells.” When I explained we didn’t realise, he pointed out that there are signs though in reality, it’s a single A4 sign behind the bar near the liquor licenses, barely noticeable.
The irony is that the cinema itself sells food like pepperoni pizza, which clearly also carries a smell, but apparently that’s acceptable as a disturbance because it’s made and sold on-site. We fully understand the need for policies, but given that we’d just spent money on tickets, snacks, and drinks, and it was a child finishing some nuggets and fries, the tone and inflexible approach came across as frankly petty and unnecessary.
That said, the kids still enjoyed the movie, which at the end of the day is what mattered most. It’s just a shame that what could have been a positive, experience was soured by poor customer service. We were there to support local, but the lack of common sense and hospitality means we’ll be heading back to Hoyts for our future family movies.
The staff were initially friendly, and we purchased tickets for four. With 35 minutes to spare before the movie, we popped over to the café next door to grab some nuggets and fries for the kids. Unfortunately, the café was slow, so we took part of the meal to go.
Back at the cinema, we bought four drinks, popcorn, and candy, happily supporting the cinema’s own concessions before heading in. While my daughter and I were finishing the leftover nuggets and fries (I may have eaten the fries) before the movie started, the manager came in and abruptly told us that outside food wasn’t allowed and “people are being disturbed by the smells.” When I explained we didn’t realise, he pointed out that there are signs though in reality, it’s a single A4 sign behind the bar near the liquor licenses, barely noticeable.
The irony is that the cinema itself sells food like pepperoni pizza, which clearly also carries a smell, but apparently that’s acceptable as a disturbance because it’s made and sold on-site. We fully understand the need for policies, but given that we’d just spent money on tickets, snacks, and drinks, and it was a child finishing some nuggets and fries, the tone and inflexible approach came across as frankly petty and unnecessary.
That said, the kids still enjoyed the movie, which at the end of the day is what mattered most. It’s just a shame that what could have been a positive, experience was soured by poor customer service. We were there to support local, but the lack of common sense and hospitality means we’ll be heading back to Hoyts for our future family movies.
翻译：我们决定去这家本地电影院试试，支持一下小生意，毕竟这家电影院和大型连锁影院略有不同，很有魅力。电影院本身和我们预想的差不多，简洁，略显粗糙，但又不失魅力，孩子们也对能去电影院玩儿很兴奋。
工作人员一开始很友好，我们买了四人票。电影开始前35分钟，我们去了隔壁的咖啡馆，想给孩子们买点鸡块和薯条。可惜咖啡馆生意不太好，所以我们打包带走了一部分。
回到电影院，我们买了四杯饮料、爆米花和糖果，开心地支持了电影院的特许经营权，然后才进去。电影开始前，我和女儿正吃着剩下的鸡块和薯条（薯条可能我自己也吃掉了），经理突然进来告诉我们，外面不允许带食物，“味道会打扰到大家。”当我解释说我们没注意到时，他指出确实有标识，但实际上，它只是吧台后面靠近酒牌的一块A4纸标识，几乎不显眼。
讽刺的是，电影院本身出售像意大利辣香肠披萨这样的食物，显然也带有气味，但显然这算是一种干扰，因为这些食物都是现场制作和销售的。我们完全理解制定政策的必要性，但考虑到我们刚刚花钱买了票、零食和饮料，而当时还是个孩子在吃鸡块和薯条，这种语气和僵化的态度坦白说显得小气且没有必要。
话虽如此，孩子们仍然很喜欢这部电影，这才是最重要的。可惜的是，本来可以成为一次积极体验的体验却被糟糕的客户服务破坏了。我们来这里是为了支持本地电影，但缺乏常识和热情好客意味着我们以后还是会回到霍伊茨电影院看家庭电影。
工作人员一开始很友好，我们买了四人票。电影开始前35分钟，我们去了隔壁的咖啡馆，想给孩子们买点鸡块和薯条。可惜咖啡馆生意不太好，所以我们打包带走了一部分。
回到电影院，我们买了四杯饮料、爆米花和糖果，开心地支持了电影院的特许经营权，然后才进去。电影开始前，我和女儿正吃着剩下的鸡块和薯条（薯条可能我自己也吃掉了），经理突然进来告诉我们，外面不允许带食物，“味道会打扰到大家。”当我解释说我们没注意到时，他指出确实有标识，但实际上，它只是吧台后面靠近酒牌的一块A4纸标识，几乎不显眼。
讽刺的是，电影院本身出售像意大利辣香肠披萨这样的食物，显然也带有气味，但显然这算是一种干扰，因为这些食物都是现场制作和销售的。我们完全理解制定政策的必要性，但考虑到我们刚刚花钱买了票、零食和饮料，而当时还是个孩子在吃鸡块和薯条，这种语气和僵化的态度坦白说显得小气且没有必要。
话虽如此，孩子们仍然很喜欢这部电影，这才是最重要的。可惜的是，本来可以成为一次积极体验的体验却被糟糕的客户服务破坏了。我们来这里是为了支持本地电影，但缺乏常识和热情好客意味着我们以后还是会回到霍伊茨电影院看家庭电影。
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