Golden Village

“Finally caught a movie in the theatre again and decided to try Gold Class — a great experience, especially for good, long movies. The seats are extremely comfortable and spacious, making it easy to fully relax and enjoy the show I like that you can order food either at the Gold Class lounge beforehand or have it served directly in the theatre during the movie. Complimentary water and snacks are a nice touch and add to the premium feel”

“Nice place but needs a revamp”

“The GV gold class here seems to be very lowly staffed. The food and drinks all came in very late. Before the movie, we came in early to order some food, but there was no one at the cashier/ reception. The time came and he had to head in for our movie. Ordered some food at 2030, and some drinks at 2050, the food only came at 2130. What more, we are watching Gold Class. Naturally we do expect much better services. I pressed the bell multiple times and No one, Not one person came to attend to us. I caught one staff while he was serving drinks to another. I asked about my order at 2030, and she just says the food is still being prepared. I honestly don’t know what to say. 1 hour? And the food is not even prepped? I have been to other outlets and I could say the services in other GV Gold Class are much much better. We saw that all other customers received their food at the same time, and the food I ordered, was alr somewhat cold. They seem to hold the food, bring them all at up at a certain time, sort them at the door and serve them all at once. Honestly, I don’t think this makes a good experience for everyone. Shouldn’t the food get prepared, and served promptly upon customer order? This would be my last time here!”

“Poor service protocol, expecting customers to walk out of the theatre mid way in the show to collect food and drinks. Management should review SOP to enhance customer experience Premiumisation strategy should actually mean enhancing overall customer experience for "Gold Class" not lowering service standards for "normal" movie theatres to artificially create "premium" experience Most businesses are improving with time, GV seems to be going in a different direction. This is the classic service regression disguised as “premium segmentation." Looking at all the complains, it is clear that this outlet has a challenge in providing consistent premium customer experience. Not sure if Gv mgmt is serious about winning customers. A word of caution to GV, People don’t upgrade because something is withheld, they upgrade because something is aspirational. Looks like a Sunsetting Brand.”