Aurum Theatre, The Gardens Mall

I am writing to express my extreme disappointment with the level of service I received at your cinema on my recent visit. I had high expectations for an enjoyable movie experience, however, the service I received fell far short of my expectations. Firstly, my food order took an unacceptably long time to arrive. I ordered some snacks and drinks before the movie began, but they did not arrive until over an hour and 45 minutes into the film. This not only disrupted my viewing experience but also left me feeling very hungry and unsatisfied. I had to reject my food 2 times because it arrived cold and stale. Upon complaining to the manager on duty My Fauzi, he then was kind enough to personally deliver fresh order but it was too late. The food only arrived 1o minutes before the movie was over. To make matters worse, when I tried to contact the F&B staff to inquire about my order, there was no response. I even tried to go to the counter to ask for help, but there was no staff present. This lack of customer service is completely unacceptable, especially considering the high prices I paid for my movie ticket and food. This was made worse by the constant walking in and out of your staff to deliver food to the rest of the patrons trough out the movie. There was so much of distraction that we hardly got to follow the movie. I had expected a pleasant and comfortable experience at your cinema as per my visit before, but instead, I was left feeling extremely disappointed and frustrated. I believe that the service I received was far below the standard that your customers deserve. I demand an apology and a refund of the payment we made to purchase the movie ticket or the least a replacement ticket for us to re watch the movie. I do expect a reply promptly, failing which i will proceed to post this incident on your social media pages. thank you!

Quite possibly one of the best theatre experiences you could have. Firstly, the service is top notch. You could tell it was a busy night as it was the premiere night of a highly anticipated film. Even then, we were greeted with smiles from the staff as we were led to the jin gastrobar for a meal first before our movie. Good first impressions and the area is nicely decorated. I must mention, the food is really good! Tickets come standard with some set meals with skewers and croissants suitable for snacking in the hall. I was pleasantly surprised at how tasty the mentaiko pasta was, huge portion with lots of scallops too! We were given the choice to serve the remainder of our food in the cinema hall. As we are still in a recovery MCO, unfortunately couples will still have to sit separately. The Getha Lux Suite “beds” were very comfortable. You can use the included remote to adjust the seat to your favorite position. There is also a storage compartment for bags and wireless chargers on the side with a lamp. Toilets are situated outside with premium hand lotion and soap from L'occitane. I ordered the “trio of fries” during the movie and wow! I was amazed that we could turn on the side lamp while eating as the light was facing downward, so I wouldn’t be distracting others in the hall. The fries was awesome too. Overall loved the experience here. It is pricey but you are also getting a much more premium experience compared to any regular cinema. I will be back.

Expensive. Pass. This place is run by people who do not know what they are doing. Menu item was not available. I was told all the food I ordered would be brought out in stages, but came out all at once in the space of 10min, starting with dessert, hot tea, popcorn, main, then starter. There are no tables for eating and the bedside ran out of room to hold all the food that came all at once. Staff did not come to collect empty dishes. Service button was pressed many times but staff did not come for a very long time. Additional food that was ordered later during the movie came very late, after we had eaten dessert that had come out first. The food tasted ordinary but is supposed to be gastronomic. Servicing size is tiny. The seat is a bed which is uncomfortable for eating. There are no tables and therefore no sitting upright. Don’t come for the food, come to enjoy the movie instead. Have a great time!

Quite an experience and comfortable. Great for a long movie like avatar. Service was absolutely dreadful and deifnitely not worth the price. For rm 180 per person you'd figure you would at least get some popcorn or water. Throughout the movie you see people running around to serve others and get orders out but it is quite disruptive to have someone run by your view every 10-15 minutes. I kept calling and asking for service but no one came. So for 3 hours I buzzed for service and no one came by. I even asked the staff 3 times to bring a menu and fork or spoon and it never happened. They gave out a "surprise" cake to each customer but with no utensils like a fork or spoon to eat it so what's the point? The service has to improve tremendously and the customers need to feel like they are taken care of and valued. Good idea, poor price point and terrible execution.

It's on the 4th Flr at Gardens Mall. We parked at the Premier parking, super convenient. Once you enter the theatre entrance, someone quickly approaches for ticket verification. Then we were personally ushered the the movie hall. Cool. We were bit afraid the "bed" won't be comfy to watch the movie but it was great. We bought tickets bit late so manage to get Row A and it's the 1st seat as you enter. Still eye level but the "Keluar sign" light at the back was a bit annoying, too bright. Blanket is soft. A pair of disposable slipper is provided, didn't use that. If your phone supports wireless charging, there's one at the side table. 1 drink and 1 snack is included in the the ticket. The pot of hot kiwi tea sufficient throughout the movie. 2pcs of "Flying prawn" with lettuce (food came when lights out) tasty. Latte and Churro not bad. Overall an experience

It was a great movie watching experience at the Aurum. Before going to the hall, friendly staff usher me to the Jin Gastrobar where they serve food and drinks, including beers and liquor. This is the first time I get to have beers at a cinema in Malaysia. 15 mins before the movie start, I was again usher to the movie hall. Bought a ticket for the ESCAPE suite where I get the sofa seat. It was comfortable with adjustable leg rest, a Getha pillow and blanket. The ticket come with a drink and dessert. I choose to have them in the hall while watching TENET. You can still order more food and drinks while watching the movie by pressing the call button. Staff will come to you to get your order. The ESCAPE suite ticket cost me RM 72 while the CABIN and GETHA LUX will set you back RM 120 or more. Will wait for next blockbuster film before I visit again.

Luxury cinema ! Just finished Avatar movie @ Aurum Ordered chicken wings - I love it ! Once starts, cant stop until I finish it. Orange juice is not the fresh one ya. Service is just average. Planned to order more but no menu to view even I asked. The movie experience worth every single penny you spent !! Any movie length is more than 2 hours, pls visit aurum to enjoy it. Strong recommended to movie lover, pamper yourself since you live only once ! You definitely deserve it !! Attached are escape studio II Classy design with comfortable chair ! Not sure was it due to night show, this hall is so cold. Thanks God blacket is provided This is my 4th time with Aurum Escape studio and cabin are the best. Not quite fancy Getha, too soft? for me. I still prefer (chair) when watching movie

Hi there so this is my honest review about my experience here. Sebenarnya overall okay je dari segi the hall and sound system it was good. TAPI, ada satu benda macam buat saya rasa tak selesa bila ada sesetengah staff macam nak tak nak layan kami and ada yang pandang kami dengan pandangan yang kurang mesra macam kami ni "takde duit" nak masuk hall macam ni. Saya as a customer bukan apa kalau boleh nak enjoy the experience here kan tapi ada juga benda macam ni jadi. One more thing, the food was good accept for the carbonara pasta . Maybe you guys boleh improve on that but then your chicken wings was SO GOOD Will come again but i really hope benda kecil macam ni patutnya tak jadi isu kat tempat macam ni and after this i harap sangat dah tak jadi macam ni . Thank you

Took a friend to watch Avatar: Way of Water here. Would recommend coming here to watch a movie with good graphics and have a long run time as seats are very comfortable. I like that there's a storage space for the bags. The only downside for me was the popcorn that was included in the ticket price. I expected it to be the standard sweet popcorn that you'd normally get at the cinema, but I was taken aback when I placed the popcorn in my mouth and it tasted horrible and was even blue like Skittles. If there were options to select popcorn types, it would be much better. The rest of the food was alright, albeit slightly cold by the time it arrived to us. For the price we paid, a complimentary bottle of water would be nice to have as well especially for such a long movie.

Probably the best and the fanciest movie theatre I've ever visited here in KL. Yes, it is expensive I'll admit BUT the beds are very comfy and their services are absolute! The price was RM180 per head but I'm not sure if this is a fixed price or if it varies depending on the movie (Watched Avatar 2 and was recently released). The theatre does get cold at some point due to their strong AC but there are blankets and you can always order hot food & drinks to keep yourself warm! They also provide alcohol drinks (best part) so why not treat yourself a pint of Guinness whilst watching the movie? Would highly recommend this movie theatre for some top leisure entertainment with friends, families and your loved ones! :)

Luxurious movie watching in the Gethá Lux Suite II hall. We watched comfortably on our seat aka bed, lying on the nice travel pillow and kept warm by the blanket provided. We were also given a pair of bedroom slipper. I love that there is a cabinet at the side to keep all our belongings, neat and safe. The food and drinks we ordered were good. Only setback was I ordered pop corn but it never came. However I was too engrossed watching Avatar The Way of Water to pay much attention to the missing popcorn. The gift shop also have many cools item, if you feel like spending a bit more. Overall, a recommended place. Just word of advice, choose a long duration movie as worthy as the premium ticket price.

Honest review from hubby : Its my first time here & Damn.This.Cinema.Is.Awesome! My wife brought me here for my birthday & I was pleasantly satisfied by the service, the food, the cinema's ambiance (reclined seats, blanket, centre console/table with wireless charging port, etc.), & the movie experience itself. Have to admit that there are some other customers who almost ruined our night (vaping under the blanket, really?), but that not really the cinema's fault and we already informed the staff.. Anyway, it was a great experience for us who are regular movie-goers & self proclaimed "movie-critique-as-a-hobby"-ist... Thumbs up for Aurum Theatre....

I am really disappointed with the service of the F&B. Initially ordered vegetarian salad for my family in laws, 20 minutes later told that it is not available. So ordered chicken salad and asked for the chicken on the side, they forgot chicken right on top of the salad. Ordered drinks and waited more than an hour for them to arrive after 3 requests to chase up. Was asked to settle the bill several times, even though we hadn't received the drinks ‍♂️ Totally disturbed and ruined the movie we had paid 648myr. I think if there are no drinks or food ordered, and it would have gotten 5 stars.

Located in Gardens mall and very easily accessible via any road public transport. Once you entered from the main entrances, head to 3rd or 4th floor right hand side. Service is prompt when we entered the cinema lobby area, a staff lead us all the way to the seat and food being served as soon as the movie started. The cabin area came with wireless charger, and a reclining seat with food tray attached. Tried asking for cutlery, but those cutlery never came. Toilet really ruin the experience...it's small so you have to queue up and the toilet bowl in OKU area is stuck, and it has a sensor that will auto flush...

A superb one of a kind experience. The hall is so grand & vibrant. There's 3 different types of halls available. The Getha Lux suite is the most premium. I just went for the escape room. The seats are comfortable. You can adjust the head & leg rest to your own likings. Drinks are provided. You can choose from coffee,tea,juice or soft drinks. 1 hot snack is included in the package. A comfy blanket is given, so u will be warm throughout the movie. There's not many seats in 1 hall. Though the ticket price is costly but it's truly a great experience. 1 should try at least once.

First time there to experience this cinema. Screen is ok like the usual cinema size ... sound system is very good though. It is a nice experience for those who hv not tried but the service by the staff when we pressed the button was not good. He came after some time and I asked for the menu to order drinks but he never came back . It was a 3 over hour show (Avatar) but the bespoke service was not up to expectation. Cake was served without the Utensil .. which only came later. Quality of food is so so. Bed is comfy - good for couples to snuggle up.

Hands down the best place for a movie date. Downside is the movie we watched sucked (Dumbledore's Secret) but the experience was awesome. The food is seriously way better than I expected! The chocolate cake and truffle fries is really good. The truffle fries tastes so much better than the ones we had at Le Meridian. Service vice I think can improve.. As it was our first time, we arrived alot earlier and we didn't know what to expect. The receptionist just assume we know everything. But other than that everything was great!

This cinema service is the best! I like the atmosphere here, while you enter cinema, the staff will greet you with a big smile. And the space of the seat is also big. Just the price ticket might a bit cosy. That day I ordered a kimchi dumpling, and the staff very friendly delivery to our seat , and we no need to wait outside, and the most important, the taste of this kimchi dumpling, it is really really nice ( sorry too dark inside and forgot to take the picture). Highly recommended on the kimchi dumpling

The seat are really comfortable and it is very thoughtful of them to provide a slippers. Wireless charger, a side table lamp, call bell for you to call the waiter. And whole experience was pretty good, service from the waiter is excellent too. The food serve taste above average. However with the ticket being priced at RM150, I would expect more than just finger food/ appetizer being serve. Appreciate if GSC could least include slightly more food for your customer as we are paying RM150 per ticket.

1st premium movie experience. Went for the best at 160rm per pax. Selected 2nd row left side beds. It was just nice. Distance to screen wasnt too near. Bed was soff and was adjustable. Cinema was clean, no strange smell. Blanket smelled fresh too. Food was okay - take note they provide glove hidden within the tissue paper. Good experience here but I think they can improve on their customer service. Staff did their job like a routine but was expecting more smiles considering the price paid.

Worth spending on great long movies. Booked myself Comfort Cabin II for Avatar II. First class service where they will escort you to your seat. The reclining seat itself is very comfortable with a thick blanket to keep you warm and extra pillow. There’s a drawer to keep your belongings next to your seat and there is also a wireless charger for your phone. Unfortunately the light next my seat is malfunctional and the chicken skewers that I ordered sucks.

Kino blir nok ikke det samme igjen etter denne opplevelsen. Betalte 320 Ringit for 2 personer og selv om dette var litt dyrt var det verdt opplevelsen. Det var to senger som kunne justeres. Fikk tøfler og pledd samt mat som man kunne velge fra menyen. Sidebord for lading av mobilen og legge håndvesken i og knapp dersom man trengte hjelp fra betjening. Anbefaler å ta med varme klær for det var kaldt selv med pledd

So many things wrong with this place: 1) It smells weird. The beds were giving me a foul smell. 2) The equipment were not maintained nicely. Some of the buttons couldnt work. 3) Service was average. Called the butlers a few times but they failed to come. 4) Food was average and small in portions. Expected better food 5) Beds were overrated. Clearly a Getha marketing stunt. 6) Nothing special about the screen

Services very good, pop corn and drink OK too.. but the chicken meatballs could be better no bad odours in hall and toilet.. sound system and screen quality at par. Like their chair allocation.. very suitable for couple movie here. 1 thing very annoying is their staff open the exit door before credit the light from the hallway really annoying and is like hits that the movie going to end..

The staff superb, the food is great, the place is very conformable and it just feel that you at home with gigantic TV in front of you. I really like the staff there , they feel like you belong no matter what you are wearing. As for the price, its at range of luxury....but, if you really want to pamper yourself and your partner this is the place it is worth it.

So far the experience is great and would come back next time, their food was nice especially chicken wings and the seat come with the blanket provided really made me feel comfortable all the time. The service was quite nice but have to said the person who bring us walk in just walked to fast so I think better check customer behind while walking to the theatre.

Worth the price. Superb staff. Very comfy chair with blankets and pillow. The table is so nice, they provide button for calling the waiter. Also wireless charging provided. . . Food arrive 10 minutes after movie starts. Just 1 thing, as the tickets says, arrive 45 mins early. We just sitting down until the movie start. Don't know why we need to be so early.

Extraordinary experience. The screen wasn't the nicest nor the biggest, but the audio system is definitely one of the best despite its small size. Seat was comfortable, but I expected a better padded seat for the price. Desert was nice, and a nice little side lamp came in handy to light up the food. Staff there were super friendly and helpful.

Terrific place and is definitely worth the extra money you pay for it. Great screen, good sound , booths that feel private even though they are open. Food is hit and miss , but that's not what we were coming for. Cocktails are OK. On par with decent bars in the city. Everything is very clean, the blankets , the pillows, and the beds.

This cinema experience is beyond gold. This cinema is in an arena of its own, much like how business class differs vastly from economy class. Their staff are courteous and the cakes do taste great. It's important to take time out to care for our mental health during this pandemic and I chose to celebrate birthdays for friends here.

It's my 1st experience here. Absolutely love this cinema hall. I don't travel this far to watch a movie. But now, I only want to watch movies at this Aurum theatre. It's truly 1st class experience. Seats are spacious and comfortable with leg rest. Ticket price comes with choices of food and drinks, and a blanket to keep you warm.

We enjoy our Famdate movie. From the moment we step in we were directed to Jin gastrobar which we enjoy our cocktail. My daughter love so much the Bed, blankets etc. Our first time experience was very good. Staff are friendly and also helpful. Would love to return again with girlfriends. Indeed a good pre Valentines date for us.

Simply wonderful! Super comfy and cozy environment to watch a movie in. The blankets provided are plushy. They even serve you a small complimentary popcorn later on, which is a nice surprise as it wasn’t expected since the tickets already include a snack. Highly recommend it as an occasional treat! Spoil yourself or a loved one!

It is a luxurious movie watching experience lying down on Getha bed. Pricey at RM150/person with light snack and beverage served. Disposable slippers are provided should you like to take off your shoes. The air conditioner is rather strong for me but the blanket helped to keep me warm. Good place to pamper your loved ones.

Great experience today. My first time watching movie at Aurum Theatre at The Gardens Mall. I love it. It's like watching movies in a personal space with personal touch. Great staffs and and great service. Value for money and I will surely coming back for another movie experience! …

They completely forgot about serving us our food and did not respond even once to the multiple calls the 4 of us made via the assistance switch on the seat. I am Not even sure if posting this actually changes anything in the service levels of this expensive theatre. Very pathetic service crew!

We went to watch a horror movie at 10 AM, and there was no one else other than us, so it felt really private and scary since we were watching a horror. The tickets come with free drinks and food. We felt so comfortable. It comes with a blanket and a slipper٫ it is definitely worth the price.

We had the opportunity to try out Aurum Theatre courtesy of our business partners. We were impressed by the nice comfy atmosphere & private setting. Surprisingly the food was equally good. We had a seafood alio olio. Too dark to take pictures but we enjoyed the meal while watching Avatar !

Bagi yang nak experience exclusive theater for movie boleh ke sini. Yg best cabin dan juga getha lux suite.. memang terbaik. Makanan yg diberikan amat sedap and dah masuk dalam harga tiket. Walau mahal tapi berbaloi. Just go and experience the moment. Yg ambik getha jgn tertido pulak ye.

It was a great one - watched Top Gun and was totally satisfied with the cinematic experience and comfort. The service was a little slow tho - we were halfway through the movie before we got our drinks and food after following up thrice. (not sure if there's an option to expedite it)

environment excellent, we bought ticket for escape studio and food drinks ordered together. however cinema inside temperature cold but the food they served weren't hot , quite disappointed, food and drinks selection and quality still room for improvement.

Absolutely the best cinema ever. Wished all cinemas would be as high quality as this one without the equally high prices. I supposed you get what you pay for. That's why this is my cinema of choice when it comes to viewing in comfort.

Cool...cozy bed with blanket just like home. Excellence staff service. Superb sound system. Food was good. I had chicken wings and latte. They served just as the lights dim off for movie time. Quite expensive but its worth it.

If you’re looking for the ultimate cinema experience, this is it! Great experience overall but I’d recommend arriving an hour earlier, chill at the gastro bar and have the included snack + drinks prior to entering the hall.

Untuk yang nak kan sesuatu suasana baru semasa menonton wayang tempat ni best dan selesa ye.. Siap boleh order food dari restaurant dorang untuk makan sambil menonton dan biasanya nya food from outside not allowed la kan.

A once in a life time experience if you ask me. The chairs are very comfortable and I would only recommend it if you are going to watch a movie longer than 3 hours . The simple reason is the tickets are not cheap at all

I had an enjoyable experience at the Aurum theatre. The place was cozy, the service was top-notch, and the food was delicious. I am definitely looking forward to coming back again. Highly recommended!

It was a good weekend outing with the missus. Paid RM180 for 2 Cabin seats where light snack and drinks arw included. The Chicken meatball spaghetti was surprisingly tasty... Perhaps we were hungry.

Recommend people to pay with Maybank card when coming here. Got discount! Pleasant experience for Suite. Food is okay, served during the show. Got wireless charger as well. Toilets are clean too

Seat A5,A6 escape studio 3 -press several time service button ,nobody attend suspect malfunction -cant charge phone (last visit the same seat also have the same issue) -aircond is warm

Service slow giler. Tekan Bell service 3 kali baru waiter datang.. ordered pop corn tapi tak smpi². Teruk betul lah wei..env OK lah memang kena setaraf ngn harga tix rm150 per pax.

Excellent staff service. I like their food and i keep eating during movie time. The seat is comfortable with blanket. Wireless phone charger is available just right beside seat.