The Hoyts Group Reviews 7

Tickets still too expensive. I can't see how they can keep ticket prices this high when Thursday night, Friday night or weekend session of new releases don't even sell out, sometimes the cinema is only 1/3 full. Attendance is low. Lower the ticket prices and maybe you'll have people coming back to the cinema.

Movies aren't what they used to be. Maybe put on more staff when you know there will be people queuing instead of leaving 2 poor young kids to handle a sea of annoyed customers

Very bad movie experience and they promised to give us a free movie ticket after that incident but we didn’t receive anything!

Unacceptable Service at Hoyts – A Call for Accountability
I am deeply shocked and disappointed by the service I received at Hoyts on 30 March 2025.
I purchased a Premium Dining Experience, which is advertised as a luxurious, comfortable experience with air conditioning and premium seating. However, the air conditioning was completely non-functional, leaving me so uncomfortably hot that I had to resort to using ice from a cup to cool myself down.
When I raised this issue with the manager and requested a refund for both my ticket and inadequately prepared salad, I was only refunded for the salad. The manager refused to acknowledge that I had paid for a premium experience that was not delivered. Customers should not have to pay for a service that does not meet advertised standards.
What happened next was even more alarming. Instead of addressing the issue professionally, the manager accused me of previous misconduct—claiming that, on a past visit, I had put “vile” in a cup. When I asked for evidence, he admitted he had none—just that “a cup was in the area.” This is not proof of anything, and such baseless accusations are both unprofessional and unacceptable.
I requested contact information for an area manager, and I remained calm and respectful throughout. My partner even recorded the entire conversation. The manager left for a while and then returned, only to hand me a handwritten piece of paper with ‘helpdesk’ scribbled on it—a dismissive response to a serious complaint.
Following this, I submitted a formal complaint through Hoyts’ online system. The response I received from Lauren was even more outrageous—she insinuated that simply asking for a refund was ‘bad behavior.’ This is beyond unacceptable. I am now taking further legal action, including escalating this under Australian Consumer Law (ACL), which clearly states that consumers are entitled to a refund when a service is not provided as advertised.
This isn’t just about my experience. I have found numerous complaints from other customers about similar issues with the same management team. It is clear this is a pattern, not an isolated incident.
Enough is enough. I am launching a petition to demand accountability from Hoyts and ensure that customers receive the service they pay for—without intimidation, false accusations, or poor treatment. I will share the link shortly, and I encourage everyone to sign and support this cause.
Hoyts, you must do better. Customers deserve to be treated with respect, honesty, and fairness. If you charge premium prices, you must provide the premium service you promise—and when you fail, you must follow ACL and issue appropriate refunds. Anything less is a disgrace.
It is also worth noting that Hoyts’ attempt to threaten me with removal for simply standing up for my rights is unacceptable and could be considered discrimination. This review is honest, backed by evidence, and reflects my genuine experience.
Hoyts, the Australian public deserves better. It’s time to hold you accountable.

Cinemas are great. But the eVoucher system is really bad. Online system is too difficult to use. I can't redeem the vouchers I paid for. I thought buying vouchers was easier as I could buy many vouchers in one go, and just keep using them. Isn't this better for them also?
But no, sad to say, it's much more difficult :-(

I go to the one close to me and they got recliner chairs in the NORMAL cinema. No need to pay for gold class. Always clean and they got a Ben & Jerry’s section.

I think 3 weeks is long enough to wait for a reply via your website form that is the only way to contact Hoyts. I was tricked into paying for the free movie club I already had access to and requested a refund. I sent a follow up email, still nothing. The head office phone number has 2 options that take you nowhere so there is no way to contact this disreputable organisation that is ruining its own market share.