Hoyts

Warning prices are not always correct online. As a result you can end up paying more for your tickets. After contacting them to verify the ticket price and bringing the error to their attention they don't refund what you have been over charged. Instead their only 2 solutions is 1 to cancel your tickets and wait until they fix the ticket price… Read more

online and then rebook your tickets (hopefully the seats you selected haven't sold by the time you rebook and by Hoytes website refunds take 3 to 5 days) or 2 click to cancel your tickets on the conformation email and they will hold your tickets. You will receive a refund (3 to 5 days to receive the money) then line up wait and repurchase the tickets they have held for on the day - lining up and waiting really defeats the purpose of why you purchase online. If you don't realise they over charged you well to bad more profit for them. And if you want to only be charged the correct price expect to have to go through all the hassle of cancelling tickets waiting for the error to be fixed and rebooking instead of them simply refunding you the price difference or offering you a gift card or voucher to that amount to spend at the candy bar. Zero customer service compensation only more work and hassle for the customer who's only mistake was buying the tickets and going to Hoytes.

In a time where everything is becoming more & more expensive I was disappointed to discover that Hoyts membership has gone from $15 to $18 which is annoying but what really makes me mad is that you have to earn a lot more points across the board to get your free items. Only a couple of months ago you could get a free Lux ticket for 14,500 points… Read more

now it’s 20,000. That’s bloody disgraceful!!! Hoyts is a multimillion dollar company. All these companies are becoming more & more greedy. I won’t be renewing next year. I can actually get cheaper tickets through other platforms as well as vouchers. Do better Hoyts Australia!!!

We had an $50 Hoyts voucher to use at Carousel and was advised that it had expired, despite the voucher not indicating the actual date it had expired. We also had another gift voucher to the value of $100 and were advised we were unable to use it in… Read more

Lux. On checking with management we were then told we could use the voucher in Lux. My wife's chair was faulty and did not recline correctly. The ladies toilets did not have toilet paper. My wife advised staff prior to the movie commencing and was told that a female staff would be needed to go into the toilet. When the movie finished 3 hours later the ladies toilets still had no toilet paper. A line of women resulted waiting for paper. My wife and the ladies were each given a roll of toilet paper? We ordered food, spring rolls and mac n cheese bites. They were served during the movie, however they were luke-warm and the spring rolls had a horrible taste. We could not consume all of them. We were looking forward in going to Lux for the first time and were very disappointed in our experience.

Absolutely loved my experience at Hoyts. The cinema was clean, comfortable, and had a great atmosphere from the moment we arrived. The new updated seats were incredibly comfortable, the screen and sound quality were excellent. Fresh popcorn too! I'll definitely be coming back and would highly recommend it to anyone looking for a great cinema experience.

Attention Hoyts wetherill park. You have a gem by the name of Erin working for you. She’s the acting manager and rightfully so. We went to watch a Dbox experience on 9/5/26 and unfortunately the whole of the right cinema had no sound. It was an unpleasant experience. When the move finished we went respectfully to management which was the… Read more

lovely Erin, and she listened to our issue and concerns and not only did she apologise very sincerely but she made sure to look after us. She refunded us with 3 x Dbox voucher tickets to come another time as a form of her and Hoyt’s apologies. This is exactly what customer service is. She is excellent at her job and honestly I hope management sees this and gives her a raise or promotion. Thank Erin the next time my family come to the movies and happen to see you, I will definitely say thankyou again. Amazing worker and nice to be treated like a real human being and not a robot. Well done Hoyts for hiring this superstar.

My heart goes out to anyone that has unfortunately received a HOYTS GIFT CARD and the card has expired. HOYTS make a point that they offer their customers a 28-day grace period but the reality is they are pocketing the $$$ without providing a… Read more

service. You can quote consumer law all you like but the fact that HOYTS won't honour the original transaction is bordering on disgraceful (and don't forget that HOYTS still benefits from a $50 gift card that was purchased 3 years and 28 days ago at today's prices). Thank goodness there are alternatives available

Bro what the hell, I'm waiting since one year to watch Toxic a Fairytale for Grown-ups but its not available on its first week !! I tried to contact them but they didn't give any response poor customer service I had purchased hoyts gift card to buy tickets now where should I use that ?? I don't want this bull shit cinema. Village cinema is far better than this .

Very disappointing experience. We spent $120 for a family meal for four people and expected much better quality for the price. During the meal, we found something in the chicken that should not have been there, which was extremely concerning. When… Read more

we raised the issue, the response we received did little to address our concerns. The food itself appeared to be largely frozen products that had simply been reheated and served at premium prices. For the amount charged, we expected fresh, quality food and a much better customer experience. Unfortunately, neither was delivered. Based on this experience, we won't be returning.

I was at Hoyts Carousel with a few of my friends and a lady called Miyah was helping us. She was beyond rude, her tone was very snappy and she was no help whatsoever. We were trying to watch the new movie “Obsession” and she kicked us out for no reason. We weren’t being a menace, we were just trying to enjoy the movie. Its employees like her that are the reason going to the movies is becoming less fun.

Denied the screening of a movie exposing the genderside of over 200millon girls worldwide. Saying it was not in their brand to do so. Being a man with a young daughter I strongly disagree companies who do not do their best to stop this or deny it exists. They did reverse their decision due to massive backlash from the public. This just proves hoyts is all GOLD OVER GRACE

I went to Hoyts Garden City today to watch Wuthering heights. The ticket said cinema 6. After it was clear to me that another Movie had started I went out and spoke to the girls, they then said oops and sent me to cinema 8 where it was clear another movie was in process. One mistake is bad enough... But Two!!! I went home in disgust. They did refund Show details

Very disappointing experience with HOYTS’ handling of its paid VIP membership program. HOYTS reduced the value of a paid VIP membership by cutting the points earn rate after customers had already paid, without clearly explaining the change. The email announcing the change was vague and required customers to dig through lengthy terms and conditions… Read more

to understand that benefits were being reduced.

What makes this worse is how difficult HOYTS is to contact. There is no clear escalation pathway, no effective customer service channel for complaints, and no meaningful way to speak to someone with authority. Emails are acknowledged and then ignored, with no follow-up or resolution.

When I raised a formal complaint and asked for a simple, reasonable remedy (honouring the original benefits or a pro-rata refund), HOYTS said they would respond and then failed to do so. I have not received a substantive response since December.

What’s most disappointing isn’t just the downgrade of a paid service, but the complete failure to engage with a legitimate complaint. It feels like HOYTS’ strategy is to ignore customers in the hope they’ll give up.

This could have been resolved easily and professionally. Instead, it has required escalation to consumer regulators. Not the way loyal, paying customers should be treated.

I recently went to hoyts for the first time since covid as I had been given a $50 gift card for my birthday near the end of 2022. The reason it had taken me so long was that my wife became terminally ill in 2021 and I left work to be her full-time carer. She secumbed to her battle with cancer in July 2023. My life then became focused on organizing… Read more

a memorial service. And going through probate and of course my 15yr old son. Getting him through VCE which he's just passed well. So I get to hoyts and they tell me the voucher has expired. I contacted their customer service department and explained my situation. Their response was completely baffling to me. They didn't mention anything about my circumstances and they just spouted the company policy and that it clearly states when you buy a voucher that it expires in 3 years. I don't believe gift cards that they say if you lose it it's like cash so it's bad luck. So it never should expire as it's just like cash this is a big business way to steal everyday good people's money and to not even acknowledge my personal situation was disgusting to me.

Customer Service Feedback – Hoyts Belconnen, Canberra (31 December 2025) I am writing to provide feedback regarding a disappointing customer service experience at Hoyts Belconnen on 31 December 2025, during an evening session with an advertised start time of 8:45 pm. At approximately 8:35 pm, I approached the wine bar to place an order. I said… Read more

to the young female staff member serving, “I’d like to make an order, please.” She responded that “this till is almost going to be closed because we close at 8:45,” and advised that if I wanted to purchase anything I would need to go to “the till down there,” adding, “you’d better hurry because we have a strict policy and the till will close at 8:45.”

I went to the other till as directed and asked to order a wine. The young male staff member there told me that wine orders had to be placed “back up at the wine bar.” My partner proceeded to pay for other items, and I returned to the wine bar.

When I arrived back, the young female staff member and another staff member were behind the bar in the kitchen area. Two other customers and I waited for several minutes. I eventually called out “Hello” to indicate people were waiting. When she came out, I again said, “I’d like to order a wine, please.” She replied, “The bar is closed and this till is closed now -we close at 8:45.”

I explained that I had been there moments earlier and had been sent to the other till to place the order, asking whether the bar had been closed then. She replied, “No, but now it is closed,” and reiterated that the bar and till close at 8:45.

I expressed that this felt like sloppy communication, given I had followed her instructions and returned promptly. Unfortunately, there was little engagement or acknowledgement, and I left feeling dissatisfied and dismissed.

While the young male staff member at the other till was polite and tried to be helpful, he appeared unsure about several basic questions when we were finalising our purchases.

I appreciate that staff need to close and tidy up at the end of service. However, being able to access advertised facilities before closing time is part of the Hoyts customer experience, particularly when customers arrive well before the stated cutoff and follow staff directions. The interaction gave the impression that service was being avoided rather than managed clearly and professionally.

I would encourage Hoyts to consider a refresher or review of customer service expectations, particularly for younger or less experienced staff, including clearer communication around cut-off times and a more customer-focused approach in the final minutes of service.

The experience of the movie and comfortable D Box seats was great. I have long enjoyed going to Hoyts and hope to keep paying for these experiences.

The worst e-voucher booking process I have ever experienced. ABSOLUTE SCAM. For normal tickets a $1.75 booking fee (why charge people to use YOUR product - ridiculous). HOWEVER, use a voucher and you are charged $3.40!!!!!!! per voucher. WHY!!!!!!! You already have the money. Never again. The to add insult to injury, a 600ml Pepsi $8. This is why no one goes to the movies anymore. Went to Broadway Saturday night - virtually empty. Show details

Tonight I saw Tron Ares at Melbourne Central, Screen X. Although the Screen X experience (when it works) is actually fantastic, tonight the peripheral view kept dropping out and really killed the experience. One moment you're immersed in the action on all sides, and the next you're back to a single screen with no peripheral view (and wondering… Read more

why you paid an inflated ticket price!) So, if Hoyts are going to market a great new experience like this, then best make sure that it actually works! I was left short changed and annoyed.

I’ve recently had a very disappointing experience with Hoyts regarding one of their e-gift cards. Due to genuine circumstances, I misplaced the card and was unable to use it before the expiry date. When I reached out to Hoyts (only shortly after expiry) to request a revalidation, the response I received was very rigid and unempathetic. The local… Read more

cinema staff declined to assist and directed me to contact head office. Communication there was limited to standard, copy-paste responses, with no willingness to review the situation on its merits or to escalate further. This approach felt very dismissive and inconsiderate, especially given that the gift card was purchased in good faith and represented real money already paid to Hoyts.

In contrast, I’ve found most retailers across New Zealand and Australia willing to work with customers in similar situations, showing flexibility and care. Hoyts’ refusal to do so — coupled with the difficulty of reaching any senior decision-makers — has left me with the impression that they are not customer-centric and that they benefit unfairly when customers cannot use prepaid funds.

Based on this experience, I would caution others against purchasing Hoyts gift cards or relying on their loyalty products. Reliable brands should value goodwill and customer relationships — unfortunately, Hoyts has not lived up to that standard.

Went to Hoyts Eastland. Downsides: utterly hostile design of the snack bar. No pricing on the items themselves, and staff profess not to know the prices either. Just a small plaque on the wall. And the prices themselves are rapacious. $11.50 for a small box of popcorn (they call it "large" but in reality it is tiny). Wound up spending more than… Read more

$65 for a popcorn, four ice-creams, and four drinks.

Upsides: cinema was clean, seats very comfy and adjustable. Screen large, sound good.

Do yourself a favour and visit a friendly local (like Cameo in Belgrave), or save your money on snacks and go for a nice treat afterwards.

Clealry Hoyts dont care about these one star reviews however i am another one....tickets dont get sent to nominated email address and there is no way to follow it up....money just goes up in smoke.

Do not buy any snacks from Hoyts. There is no pricing at snack bar self serve. Extremely over priced when you go to pay and very average. Be prepared for at least 16 x advertisements/in-house messages and promos. I’d recommend arriving 15 mins late. The term ‘Corporate Grifting for shareholders’ comes to mind. Give Hoyts a miss. Show details