My boyfriend and I traveled from the South Bay to Tiburon to check out this cute little theater we had seen on social media. From the videos we saw, we thought it was worth the trek but sadly it was not. My boyfriend initially bought tickets for an evening showing of Super Mario movie last Saturday. These were bought a week in advance, but we decided we wanted to see it earlier in the day so he called mid week before the showing to see if an exchange or refund could be done. He called the phone number listed on Apple Maps, no one picked up. He then tried the phone number listed on the website, and after several attempts no one picked up. After that he decided to try the phone number on the Instagram page, which finally someone had answered. Who picked up seemed to be a woman (on her personal phone) while she was driving. My boyfriend explains our situation and she says she's not able to check our reservation because she was driving. She then passes the phone to who we assume must have been the passenger, a man who instead of nicely hearing us out, asks us how we got the number (?). Seems to have been a personal phone number, which if personal why was it listed on the Instagram page for the theater? They asked for my boyfriend's number, telling him that he would receive a call back (which he never did), and proceeded to just hang up. As Saturday the day of the reservation was approaching, my boyfriend feeling like there was no other option, decided to book another earlier showing and hoped that we would just speak to the manager asking for a refund for the previous purchase. We arrive, pay for parking as we expected to be there for 2+ hours. We enter and we let the worker know our situation and he told us that the manager would be arriving soon and to let them know. We bought a drink and headed into the room where the movie was supposed to play. The room was completely dark (couldn't see without phone flashlight) and only one other person was there. We sit and wait as we are a little early. As the time where the movie was listed for approached, neither the movie or any trailers were playing. No one came to check on us, tell us about any complications, no communication whatsoever. The three of us are in there in the dark just waiting, as someone comes in (i'm assuming the manager) and says (with the three of us in there), "oh no one is in here" while shining her phone's flashlight in our direction. The only other person went to go ask a worker what was going on multiple times, and it seemed like the last time they must have told him it wasn't able to show because he never came back to the room. So my boyfriend and I with no communication from the workers whatsoever, assume that it's a temporary problem, proceed to wait even longer. Over an hour passes by, and everyone that was there to watch a movie was gone. The manager then shows up to the main room where we were waiting for any worker and casually asked us if we needed anything (as if we haven't been waiting for over an hour?). I simply explain our situation and how we now needed two refunds. She understood and told us that another worker would be coming over and processing the refund. We wait for that worker to come out of the bathroom and when she gets out she proceeds to go to the register, where I explain our situation. That was already difficult because she did not seem to fully understand but she attempted to process the refund. My boyfriend even tapped his card using apple pay and got a receipt and everything. That whole process took about 20 minutes and by then we had been there for over an hour and a half. With drinks bought and parking paid for, and no movie watched. We had to go to a different movie theater that day to watch the movie, essentially 5+ hours of our day. Keep in mind we travelled over an hour to go to that specific movie theater. Oh and to top it all off, it's almost been an entire week since then and the refund was never processed! My boyfriend had to contact his bank. Had the refund been issued like they said it would, I would give this review a higher rating. It's a cute little theater but it's a shame it's poorly run. read more