‘Refused entry’: Customers slam Gold Coast cinema over strict food policy

A Gold Coast cinema is hitting back at furious critics of one of its strict policies that has divided customers and online reviews.

A Gold Coast cinema is hitting back at critics of its strict “no outside food” policy, which has divided online reviews.

Cinebar Coolangatta, which provides a “budget-friendly Gold Class alternative” with full-service dining options delivered to customers’ seats, has recently drawn the ire of some patrons after refusing to let them take their own food into the venue.

Gold Coast mum-of-three Anita – who withheld her full name for privacy reasons – recently attended a school holiday showing of Wild Robot, where staff searched her bag and refused to allow her to bring her own snacks into the film with her.

“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,” she 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.”

When staff asked to see Anita’s bag, they informed her that she was unable to take her food with her into the film.

“I was left with the options of handing my bag over to be placed behind the counter or being refused entry to the movie I had previously paid for online with no option to obtain a refund,” she said.

While the establishment enjoys a high star review average on Google, with a lot of patrons singing the family-owned business’s praises, some disgruntled customers have posted unfavourable reviews online echoing Anita’s sentiments.

Nonna Margaret, 75, claimed she was “disgusted” after her grandchildren had their lollies confiscated until after a film during the Easter school holidays.

“What has the world come to?!” she continued.

“I will go elsewhere from now on. What a performance over a small sweet treat for my grandkids.”

Should you be allowed to bring food from home to the cinema? Picture: iStock

And another customer, posting a review under the name K Raw, also said they had a “very disappointing experience” earlier this year.

“I felt pressured into buying their overpriced food and drinks, with a staff member persistently asking if I was going to make a purchase. When I mentioned that I might come back later, he then demanded to check my bag,” they wrote.

“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.”

However, Cinebar’s CEO Dave Taylor said the rules are clearly signposted online when customers purchase tickets, as well as in the cinema.

“Our outside food or drink policy is actually no different to other cinemas,” he told news.com.au, and he’s right – both Hoyts and Event Cinemas have similar policies in place.

“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.”

“Various dietary requirements are catered for,” he continued.

“Because everything is made fresh, our kitchen can prepare a wide variety of meals to suit most needs including a range of gluten-free pizzas and Asian stir-fries and curries.

A Gold Coast cinema is hitting back at furious critics of one if its strict policies, which has divided customers and online reviews. Picture: Google

“We advise customers during the booking process about our outside food and drink policy as well as signage on arrival. If they do arrive with outside food or drink, we simply ask them to leave it at the box office counter where they can pick it up as they leave.”

Amanda, a happy long-term Cinebar customer who also took her children to see a film at the Coolangatta location this school holidays, said she thinks the backlash is unwarranted.

“Some families can’t afford even standard movie tickets,” she said.

“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.”

“Have some respect,” agreed Matt, another loyal patron.

“It is a bar and a restaurant too with a great menu. You don’t show up at a licensed restaurant with an Esky of food and beverages!”

While debate rages on about whether or not it’s ever acceptable to take food brought from home into the movies, Cinebar stands firm on its policies.

Originally published as ‘Refused entry’: Customers slam Gold Coast cinema over strict food policy