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Business Profile

Entertainment

Rooftop Cinema Club Embarcadero

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:01/04/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last year my husband and son attended the Rooftop Cinema at the Embarcadara, ********* showing of the movie Elf on December23 and it was a great experience that we wanted to make a tradition out of. So this year I was looking forward to attend the movie Home Alone on 12/23/24 at 5:45. We purchased the tickets ahead of time and we were looking forward to it all day. We got dressed up and my son packed his elf in a plastic counter so he could come watch with us. my husband left work early and we drove to downtown ********* in traffic. Before we left I reviewed the details on the tickets I was emailed and read all the rules carefully. We arrived early to buy food and drinks and participate in the outdoor games available. While waiting in line a staff member approached us and told us that this move was for children over 13. Confused, I stepped out of line and was told that this was a new change that was on the website. I noticed there were other children in line as well. I pulled up my email and asked them to show me where it says this on the tickets, and he said it doesn't say that on the tickets, but it is somewhere on the website. He said there is nothing he can do it is a hotel policy and he does not work for the hotel. I explained that we came last year at this time and it is not in the email, so how would I know that this rule exists. He said he has no responsibility for it but we will not be able to watch the movie tonight. He also said he could not help get us a refund as the company that does the refunds is a separate company as well. The worst part is we had to pay for parking still. My son was crying as he was excited to watch it. and despite being there for less than 15 minutes we had to pay $10 for an hour of parking. I requested a refund and was denied the refund. They were able to transfer the tickets to another show. But I wanted my money back as I was denied entry to the movie. The tickets with fees cost me $76.23 Parking $10.00

Rooftop Cinema Club Embarcadero is NOT a BBB Accredited Business.

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