Cinépolis Luxury Cinemas San Mateo

Good experience. We purchased tickets at the second row last minutes, but were still able to enjoy the movie. Great chair recliner. My husband said he could have slept on it. They also serve and deliver food and drinks in the theater, but it would take some time. Nevertheless, we really enjoyed our movie night out.

My experience here was mixed. My family and I enjoyed the comfy reclining sofas and the ordering of food via QR code at your seat. My issues is with the Lobster Roll. When I got it, it was full of imitation crab, like you get on a California Roll. There was no lump Lobster meat at all. I was very disappointed and felt like I spent my money on something that I did not order. The picture on the menu clearly shows it with lumps of lobster meat. It should be advertised as a crab roll, not a lobster roll.

I had a disappointing experience at this theatre. How fancy the theatre adjustable sofas could be, how terrible their services are provided. We ordered food at around 11:23, but the food just never got delivered. I stepped out at 12:10 (almost close to the movie ending) just to notice my food tray has been sitting on their desk the entire time- completely cold. I ended up "enjoy" the cold fries and cold food in a movie theatre that claims to offer a premium in-seat dining experience. This theatre has absolutely no idea what is the bare minimum for a true "luxury" experience.

Very disappointed. The menu descriptions need to be clear and accurate. The menu explicitly states that a refill of regular popcorn is included at no charge with the Truffle Parmesan Popcorn. However, the waitress said this was incorrect—even after I showed her the description (she did provide regular popcorn eventually). That said, it hardly mattered, as the popcorn was terrible: cold (not even warm), stale, soaked in butter, and clearly old, ah almost forgot to mention waited over 40 mins for popcorn. The ordering and checkout system also needs serious improvement. The daily deal did not appear when ordering, and I had to confirm that it would be applied at checkout. Even then, the final receipt did not show the discount. After the show, I waited and ultimately had to walk up to the bar, where I was told the discount would not appear on the printed receipt but would still be applied. Expecting customers to sign a receipt with an incorrect amount is unacceptable. I signed the receipt with the actual discounted amount instead.

This place used to be really nice to go to. The past year it has significantly declined both in service and experience. The seats, table and armrests tend to be sticky with food debris. The past four times we have visited, at least one chair was not able to recline, at least one table is wobbly or outright broken (leaning so much food slides to edge) and minimal service. Others around us were also complaining of the same experience. Unfortunately, this may be the last time we come here. It used to be our favorite spot but now we may need to find another theater.

Located inside Hillsdale Shopping Center, I assumed the parking area we used connected directly to the theater. It didn’t. Not a huge deal...unless you’re arriving on a rainy day. We didn’t pre-purchase our tickets since we weren’t sure which showing we’d make, and there are extra fees when buying online. The ticket kiosks were essentially computers with touchscreen monitors, and they were FRUSTRATING to use. I eventually gave up and bought our tickets from the bartender instead. I also forgot to give my membership number, so I contacted customer service (a day later or something) through their website. It took a bit of time, but they were very nice, helpful, and knowledgeable. We haven’t been to a movie theater in a while, and I was surprised there wasn’t a traditional walk-up concession stand, WHAT?! No one stopped us as we walked toward the auditorium, but you don’t get far. Staff were stationed at the doors checking tickets. FUDGE. Maybe I wanted to change movies halfway through! (Kidding.) As for seating, I was a little disappointed. I was hoping for heated seats. The chairs do recline, though, and if you like your movie buddy, the middle armrest lifts. There are QR codes to order snacks, which I found a bit annoying since I prefer to have my snacks before going in. Or maybe I’m just showing my age. It was strange receiving a reusable/steel(?) bowl for popcorn, and even stranger when someone I didn’t realize was a server dropped off my check. FYI: once you sign it, leave it there. I made the mistake of taking mine with me, thinking someone would collect it as we exited, nope. Don't worry, we found a worker and handed out receipt to them. On the plus side, the bathrooms were clean. Overall, it didn’t leave a strong enough impression for me to want to come back, but if I’m already in the area, I’d consider it.

I took my parents here so they could experience a luxury cinema theater as they call it... It was our first time here.   Parking was a little hard to figure out.   Outside going in the entrance was smaller than anticipated.  My mom is in a wheelchair.  We tried to take the elevator to the second floor but the button didn't work.  We pressed it multiple times, and it didn't go down.  I rode the escalator up and had to ride the elevator down to get my mom in.   There was not an employee in sight to ask for help. We get to the second floor, and there isn't a ticket booth.  Instead, you go to a kiosk to purchase a ticket with your credit card.  The second floor is huge and has a lot of sunlight streaming in.  There is a bar, seating area, and a small concession stand.  We proceeded to walk to the cinema theater # on the ticket.  No one checked our tickets. I seated my parents in their seating area, and we pushed the button to order food.  The guy who took our order was nice.   I told him I was sitting in the row above them.  A few minutes later, he had our food out.  First, the snacks and then the drinks. 1.  Truffle parmesan popcorn:  This was surprisingly delicious, and I couldn't stop eating it.   Something about holding it in a metal bowl while watching the movie made it so much more comfortable. 2.  Chips & dips:  My parents enjoyed this and loved that we were able to easily pack leftovers to take home.   The queso dip was different slightly fancy compared to the traditional cheese dip.  Kind of wished it came with a side of jalapeños. 3.  Southern Peach Tea:  It was minty and sweet, didn't get much of the peach tea, lemon, or bourbon.  It was mostly ice. 4.  Dirty strawberry guava soda:  My mom enjoyed this, but it was overly sweet to me.   Didn't taste much of the soda While watching the movie, the leg part of my recliner seat was busted.   I scooted down to the seat next to me, and the table was busted.  Not even level to hold food.  I'm happy the theater wasn't packed while I played goldilocks switching chairs. Overall, the experience was ok.   The only bonus my parents felt this place had was the reclining chairs.   Other than that, my parents preferred the newer theater closer to home.