ODEON レビュー 1,520

I wrote to Odeon guest services on the 18th January and I have automated responses ever since and no answer to my issue. It is now the 8th February.

There were 2 rats in the cinema running between the chairs and the workers were very rude, Acton branch night of7/2/“26

Ordered food and drinks via the app
Pressed start order
When going to the desk - and checking online - my order had apparently already been picked up?
Therefore spoke to the staff at the cinema, they said make a complaint online and request a refund.
I then reordered the food, because ofcourse I didn’t want to ruin the day (although it had already been ruined) to find out, when collecting my new order
The staff do not even check or confirm you are the person who made the order. They simply shout out the order number, then leave the food out on the till/desk/table.
I contacted support and emailed with a complaint requesting a solution. For them to turn around and say, you should seek a resolution from the staff in the cinema?
When the staff in the cinema told me to contact online?
Pathetic service.
Such a high reputation- with such major systematic issues.

Signing up to Odeon Limitless is easy. Cancelling it? About as likely as spotting a unicorn in Screen 7.

Emails go unanswered, the cancellation process feels deliberately obstructive, and when I finally complained hard enough, someone called and promised a refund. That was 10 days ago. The refund, however, is still enjoying an extended holiday somewhere in Odeon HQ.

Great concept. Awful execution. If you like chasing your own money and shouting into the void, this subscription is for you. Everyone else: avoid.

Brilliant experience the cinema is so snug and I like the preview screen in the foyer a sofa and more seating would be a dream come true. The cinema is lovely it's always nice to see films and I've got perks after hitting targets which is always a welcome bonus. It's so cosy I remember The Salt Path hardly anyone goes during the day so it's ultra satisfying when no one is around in a comfy recliner with a snack and drink transported into a little world. One staff member did shout kill at me once which did scare me and another put something in my drink too. I'm sure their CCTV has captured this x

Cost of best seat? £9.50 according to the Edinburgh Odeon website. Ahhh! Wait a minute … you have to pay an additional £1 for the privilege of buying a ticket online. Never mind, just turn up at the Lothian Road cinema. There they have no ticket kiosk but instead several ticket machines. These tell you that the £9.50 seat advertised will cost you £11 to buy through this machine.
This is the first time in decades that I’ve entered that cinema’s doors. I prefer other cinemas. I didn’t buy a ticket and will give it a few more decades before trying again.

I have been trying to cancel my Limitless account since late December. They don't make it easy. I've gotten three emails thanking me for my patience and nothing else. Surely it shouldn't take a month to cancel an account??? In the meantime my credit card expired on that account and they weren't slow about contacting me then!!! I know a lot of this is automated but I'm a bit frustrated with the lack of useful communication. Sorry!

DO NOT SUBSCRIBE TO ODEON UNLIMITED.
It is VERY difficult to cancel membership. I told them I wanted to cancel in November by email. But had to ring today (February) to cancel. And still they are going to take another payment later this month.

I would give ZERO if I can. Paid for the most expensive 3D movie in Odeon LUX Swiss Cottage and the most awkward thing happened - the 3D BROKE only 10-15 minutes into the movie. The huge screen radiates a sharp red and green reflection which burns your eyes even just to look at . No staff came to tell us what happened! And for the remaining 3 hours it was either that eye burn color or a 2D image , NO 3D AT ALL.

We were trying to find a staff but there was LITERALLY NO STAFF WORKING that night except for two cashier at the food counter who claimed they didn’t know anything.

What’s worst there is no apologies no refund no explanation from the business weeks after the bad experience.

I am appealing to media to warn people about this faulty accident from ODEON

I and my friends got racially abused,
Got thrown out 30mins into a 3hrs 30mins movie
Our money didn't get refunded

Online, I was renewing my Limitless + membership (£164), using 2 gift cards and the balance by bank card.

Everything was as it should be; gift cards accepted and was sent to my bank to confirm the remaining balance to complete the transaction. Transaction completed.

Then nothing. Except I am now down the amount from my bank, and one of the gift cards, £75, is showing as spent.

I have no use for the other gift card, £80, if it cannot join up for the membership.

I am £164 out of pocket this evening.

What a ship [sic]show.

I can't cancel my membership as they don't have that option on their website. I emailed them 5 days ago and no reply. They have non-existent customer service. If they still refuse to cancel my membership after several requests, I will report them and block them.

Had an issue at a showing over a week ago. Contacted them on the contact form still not heard back had 2 emails saying Thank you for your patience. Our business levels are higher than expected and we haven't been able to get back to you. Not surprised if this is how they deal with customers.

The ability to watch as many movies as you like (with caveats) for the reasonable monthly fee they have is good BUT when it comes to cancelling, it is absolutely the worst experience I've ever had.

Firstly, there's no easy way to cancel in the app or online. You HAVE to email them.

Fine, I guess I'll email them; except they have a policy where you have to give them 30 days notice. So you have to pay for an extra month.

Sure, whatever. I just want to cancel. Here's my experience:

1. Cancellation requested by email on 19th December 2025 (busy period, understandable I don't get a response till new year)
2. We are now two weeks into the new year (January 14th 2026), still no reply. I email them for an update.
3. Try to contact them using WebChat. Terrible system, AI goes in circles, waste of time. Trying to get it to connect me to an agent, the system is down. Great.
4. 26th January, they still haven't replied, I am charged for another month against their own policy.
5. 29th January I finally get a reply stating my subscription has been cancelled, but now they have to give me a call to issue me a refund for the extra charge. A call? For what? They need my card details? To issue me a refund???

So not only is their cancellation experience terrible, but so is their refund experience. Everything else with Odeon (over 2 years, 143 visits) has been mostly problem-free, but this experience is so bad, they deserve the 1-star.

Odeon, please do something about your cancellation experience. It is by far the worst thing I have ever experienced.

I was at Glasgow Qusy and was having problems getting a ticket from the machine and was helped out by the awesome Rebecca . She was super friendly and helpful.

Impossible to cancel MyLimitless subscription. You have to contact them, but get no reply. I had to block Odeon through my credit card company.

I signed up to Limitless Plus in October so I could watch the Back to the Future 40th anniversary movie more than once. Knowing the minimum term of three months, I figured I'd also catch a few other movies that made it worth the cost.

Had a lot of issues with sound and vision. The second BttF run was fantastic, but despite both times seeing it being IMAX, the first had a really off picture that was distorted. Another movie I saw had really abysmal sound quality, like a miscalculated delay to the back which wasn't great because it was a musical.

I also missed out on a movie I booked because the app can't properly remember your favourite location and will randomly remove filters, letting you book in Acton by mistake.

Of course, these are small little details I'm ranting about. The true issue is the lack of customer service and ease of cancelling limitless.
The terms and conditions say you must maintain a subscription for three months minimum. If you wish to cancel, you need to fill out a contact form.
In mid December when it became clear I didn't want to go very often, I raised a ticket via the contact form to cancel on the 10th of December. I received a ticket number in an email reply. A week later, I received an automated "we're slow but we'll get to you" style update.
On the 3rd of January, after still no response, I replied to the ticket, asking for confirmation.
Come the 19th of January, I still hadn't had any response from a human, and I froze the card I had linked to Odeon. Today, the 23rd of January, they attempted to take payment again (which of course was blocked).
As far as I'm concerned, I do not owe them money, and I do not want this service anymore. I've had to result to blocking them at the bank level.

The membership cancellation is still pending confirmation. It has now been over six weeks since the request was made. Its a JOKE

Ignores you if you want to cancel your membership

I know all companies are using them but odeon has the worst AI chatbot "help" assistant I have experienced, coupled with a complete lack of any other contact methods for assistance. Utterly useless and potentially discriminatory against older people or those who can't use chat bot eg visually impaired.