CinemaWest Palladio LUXE Cinema & Dine-In

What happened to LUXE?! Had a child free night and went with my wife to enjoy a drink and a movie. Bartender was on her phone and told us to scan the QR code for any service. While we sat down, there was a manager refunding someone for food they never received during their movie. Walk into our theater and it’s completely dark (15 min before start time) and I had to ask someone to turn on the monitor. Going to the movies is about the EXPERIENCE! Do the staff feel like they are valued? Have they found people who care about their job? If owners don’t care then shut it down or find management who can make the theater a positive experience. It wasn’t a luxe experience but rather uxe. I took the L home after my experience Update: one of their managers responded to this and asked me to email them. I did and nothing

Pros: The atmosphere was luxurious, quiet, and comfortable. When we ordered food, the dishes were served promptly, and the popcorn was refillable. The theater seats reclined enough to make it possible to sleep. The menu was quite extensive, and the prices were reasonable considering the portion size and quality. You can enjoy a meal while watching a movie. From 5 PM, there’s even a bar where you can order cocktails and other alcoholic drinks, but children are not allowed after this time. Cons: 1. The movie paused for about 30 seconds. If this only happens once, it’s fine, but if it happens again, even 3 stars would feel generous. 2. It’s disappointing that children are not allowed after 5 PM. 3. Parking is difficult.

First off, this place is really nice — the facility itself has a lot of potential. Unfortunately, the service was rough. The employees were friendly, but the overall experience fell far short of expectations. I pre-paid for dinner and drinks so my wife and I could simply stroll in, relax, and enjoy our movie. Instead, it took over an hour before we even got our drinks. I eventually went to the bar myself, where the bartender (who was very kind) told me they had no record of my pre-order. He took my order manually, but even then, nothing came out for quite a while. I had to leave the theater multiple times to ask for our popcorn and food. The worst part was walking out later to see several staff members just hanging around the bar chatting. When I approached, most scattered and suddenly looked busy — not a great look when guests are still waiting for service. It’s one thing for a system to go down, but it’s another to completely drop the ball on follow-up and customer care. Disappointing, especially because the place itself is beautiful and could be great with some management improvements. Sadly, I won’t be spending my money there again. If you’re planning dinner and a movie, I’d recommend going somewhere else.

My family and I have been coming here since the place has opened and I con honestly say the food, the service and even the cleanliness has gone down every year. This last visit to see Zootopia 2 was the last for us due to the changes on ordering food only at the start of the film, not getting our ordering an 1 a hour and a half later, and the sound quality of the movie was poor. This is mild compared to quality of the food continually falling further and further away from what it was at its beginning, which was phenomenal. What we have experienced in the past to what we have now isn't the same and doesn't seem like it's trying to correct itself either. This place WAS a great place for a dining experience and watching a movie, now not so much

This theater used to be fun to go to. Serve you food that wasn’t terrible and you just press a button on your seat and they would come and fill your drink or take another order. Now….. There was nobody at the front to scan our ticket. Had to wait - it smelled bad when I walked into the theater - they started the movie 7 minutes early and we hadn’t ordered yet. It took a half hour to bring one large popcorn and a soda to my seat. They don’t even have large drinks so my 20oz drink ($10.00 BTW) was gone in a flash - they don’t check on you so you have to get up and leave the movie and hunt someone down to get a refill which seemed to be an inconvenience for the worker. The things that were special about this theater are gone.

We were there on Sunday for the NorCal Film Festival, and while the festival went great, the Palladio Luxe really disappointed us. We came out to support the local community and the arts and the Luxe repeatedly didn't care. You could tell from the organizers faces just how badly the theater dropped the ball over and over for so many people attending the festival. We ran into a lot of problems, and we were just a small group going to two of the film blocks. #1. Our first showing was in a theater that clearly had last night's trash and dirty dishes in it. I don't think anyone even came in to pick it up until after the first block was over. #2. The seat QR codes for ordering were disabled because "our showtime was unavailable." I get that this is the first time that a film fest like this might have been done here, but it forced us to have to go to the bar to order anything. #3. They were so obviously understaffed for a big event like this. There was one person working the bar, and two, three MAXIMUM people who were either delivering food or cleaning theaters. At one point after the first block while we were waiting to order, an employee approached the bar to ask who an order was for. The poor overworked employee running the bar said "I don't have time to tell you, just go ask people if it's theirs." I've worked food service before and this is the surest sign of management failure that it comes to that so quickly. I have no issues with the workers themselves, they're stuck with what the management scheduled for that day, and management DID NOT adequately staff or prepare. This is NOT "lazy employees" or "no one wants to work anymore," the staff were busting their butts trying to help people and doing what they could. #4. My partner and I ordered a soda and fries. We got the soda immediately, and were told we could go into our theater and they'd bring the fries when they're ready. We double checked they know our theater number, and went inside. We watched multiple orders get brought in throughout the show, but we never got ours. It happens, not a huge deal. Normally I would just miss 5 minutes of my movie and go out and ask about it, but when you're at a short film based event, you can't do that without missing an entire movie!! We got a refund afterwards, but it was just the last straw of a long series of frustrations. Overall, this theater is not worth your time. If I were in charge of this film festival I would surely not bother trying to host this here again. Even then, I can't imagine that a normal movie experience would even be better if they keep them this understaffed for an event.

I was excited to try a "luxurious" movie theater for a date night. I was impressed when walking in with the interior but I was soon met with major disappointment. We went on a Thursday, the restrooms were unkept. Dirty floors and no working soap dispenser. Soap refills were left on the counter top, not even put back into the dispenser. We were excited to try out the experience of being brought food and drinks to our seats. However, we placed our order before the show time and it took well over 30 minutes into the movie before we got our drinks. Don’t even get me started on how we never received our popcorn. An hour into the movie, I pressed the service button multiple times but no one ever came. I left the movie to find a worker. I approached two workers at the bar and told them I was inquiring about my food order. I explained I ordered popcorn a hour ago and never received it. The workers proceeded to tell me "oh yeah she’s in the back making it from scratch." …A straight up lie. It takes an hour to make popcorn from scratch? What is the kitchen doing, picking corn from the fields? Absolutely not. Anyways, another hour later. No popcorn. I left the movie one more time and decided to just get a refund. The assistant manager just gave me an insincere sorry and refund. He didn’t care about providing customer service. Explains why they have workers who don’t care about providing a good experience. Two hours for popcorn that never came is crazy but the fact that the workers felt the need to lie to me about my order was more of an insult. Wouldn’t come back here again. Would rather spend my money going to a regular theater to grab my own popcorn and drinks. Cheaper too that way. Don’t come here unless you want to be met with disappointment.