I was excited to have a swanky new multiplex like Gaiety open up in my neighborhood in Bandra. However, my first movie experience there was underwhelming to say the least.
The lobby and interiors are done up nicely but the service staff need more training. Many seemed clueless about seat numbers or how to operate the systems. I had booked balcony seats but my tickets got misplaced and I had to argue for 10 minutes to get seated.
The theaters themselves are decent but not as premium as the promoters claim. The leg space is quite cramped and seats are harder than other multiplexes. The air conditioning was not effective and it got uncomfortably warm midway through the movie.
The sound system volume needs to be optimized as the speakers crackled at high pitch scenes. The screens are smaller than regular and lacked visual clarity in 3D projection. The snacks counter was chaotic and they ran out of popcorn and cold drinks due to poor inventory management.
For its premium pricing, Gaiety Cinemas’ facilities and service quality do not match expectation. Unless they upgrade and streamline operations, I doubt they can compete with established brands like PVR and INOX in the same vicinity. The movie experience felt more budget cinema hall than international standard multiplex. They need to fix basics first.