Lift has been out of order for over a month, staff would benefit from disability awareness training
This review is especially helpful for those who have or use the following: Walking Aid
ODEON Luxe Leicester Square is the Odeon chain's flagship cinema. The lift was broken and had been for over a month.
Transport & Parking
The nearest tube stations are Leicester Square, Piccadilly Circus or Charing Cross, none of which offer step free access. However, there are a lot of buses that stop close by.
From the street there is an automatic door and step free access into the foyer. We were due to see Last Christmas which was in screen 5, on the second floor. The lift was out of order and it had been for about a month. I had to walk up 2 flights of stairs with handrails to get to the screen. Although we saw someone working on the lift during our visit, it was still not working when we left. When we exited, we used a different door that earlier, and although it sound have been automatic it didn't work so we had to pull it open.
There was an accessible toilet next to screen 5. It was spacious and clean. It had grab rails and an emergency cord which reached towards the ground.
Initially my friend had gone to the cinema in person to book the tickets. She informed staff specifically that I had a disability and asked about the accessibility of the screen. She was lied to as she was informed it was accessible. When we arrived and our tickets checked the member of staff informed us where the stairs where. I asked about a lift. She informed me that the lift was out of order. I asked her how long it had been and she said about a month, but someone was there today fixing it (02/01/2020). She did not apologise and she didn't offer any support. I walked up 2 flights of stairs with handrails. They were not particularly difficult stairs but as we where in screen 2 we had to walk to the second floor and that took a lot out of my spoons. After the film my friend (thanks to her), spoke with one of the Managers called Lucas. She explained that she had specifically came into the cinema to book the tickets because she wanted to make sure they were accessible and although she had told them that her friend was disabled at no point did they inform her that the lift was out of order. I explained how I had been treated that day and the lack of awareness staff had shown. I also suggested putting photos of the venue on their website so disabled people can access for themselves if the venue is suitable to their needs. Lucas accepted these comments and said there was an issue about staff training and he would speak to his staff today. He also offered us a complementary drink.
Anything else you wish to tell us?
This is meant to be the Odeon's flagship cinema. Lucas informed me that the lift had been out of order for over a month. Initially they were waiting on a spare part but when it arrived it didn't fit so they were waiting again until someone came today. When we left the lift still was not working. This is unacceptable disabled people are obviously not seen as a priority and I can't recommend visiting.