Aurum Theatre, The Mall, Mid Valley Southkey

Lousy service. Waiter and waitress sitting at one corner. Service bell does not work

Lousy service by staff! Food is served not by asking for it but when the waiter choose to serve it. So you can ask for you food but if they want to serve it 1 hour later then u get your food in one hour. Ridiculous!

Very plush and comfortable, sitting position very well arranged, not too crowded. Love the ambience and the food/drinks served to your seat.

Everything was perfect, crew was very nice and the foos is ok. Room for improvement, please think about changing the soft blanket with furr material that wont not sticks to the shirt. Thanks it.

This complaint pertains to the inadequacy of the service provided by Aurum, located in Mid Valley Southkey based in Johor Bahru. Upon arriving from Singapore, we were very much excited for our experience with your Getha Lux Suite III that costed us a total of RM180. The show was expected to start at 10:45pm on 8th June and we had then arrived at near 10pm. We were looking forward to entering the hall which we were then stopped and further assured by the staff that guidance into the hall would be provided. Finally, after much waiting, we then went into the hall in search of our seats, only to be told that the selected seats are unavailable for use. Of course, we’d been offered an apology and further given two options: i) to wait for the next show that is to begin at 12:45am; or ii) to receive a refund. What deeply frustrate us as customers are that, this was no cheap purchase and we were looking forward for the ‘pleasant’ experience which we unfortunately did not receive. I strongly believe anyone would be upset with such situation, let alone us who had made a such costly purchase. Secondly, it appears absurd and ridiculous to me that there were little to no effort from the management to simply contact the customers in the form of emails or phone calls regarding such circumstance. Besides, staffs were already preoccupied with the knowledge that the seats were not available, by telling us that the previous 2 batches of customers had been refunded for the same situation as well. Hence, this could easily be avoided by telling us ahead and we would not have wasted any time waiting for nothing. We eventually confronted the manager (shown in the pic) and what further infuriated us was that she implied that the problem of the seats was very immediate and recent, which acts in total conflict with what the staff had told me earlier. The manager then conveniently provided us the same two options and refused to be negotiated for a more justifiable compensation. Though, she did provide an option of a refund of RM180 and free tickets of the normal standard seat, which again starts at 12:45am. Who, in a right mind, will wait for another 2 hours in an empty mall that have nothing but only restrooms available to us at that hour? All in all, can’t be more disappointed with the service, such a great wastage of my time, and still did not get to watch the show.

Instead of watching movies in the regular cinema, u watch on the bed with pillow and blanket prepared for you. The bed is comfortable and adjustable based on your preference. I watch the new batman movie here. The whole experience was very nice but sadly the blanket smell was bad. I think it is mildew smell. Maybe the shud wash the blanket more often. The food was nice but small portion and the choices are limited.

Great experience. Nice ambiance & friendly service. Food selection is quite limited but the Macadamia Cheese Cake we ordered was so good! Overall it was a fun movie night. Highly recommended ??✨

When u step in , there will be someone to entertain u. Suppose to come one hour b4 the show but when we arrive the staff said they can’t serve it now but to serve during the show. So we waited and only allow to go in 5min b4 the show. The food portion is small, u won’t be enough to eat just that. The bed is just like the Getha bed, given the slipper , blanket. There is a charger head but u need to bring yr own one. One of our seat is damage and we can’t adjust the bed nicely. Even it is adjustable there r limited position to choose from (6 type). It is consider comfort but with that price I probably will go for the dbox or some other function than this. One good point is their toilet, clean and using Toto fully auto, this is nice