FAQ

This Frequently Asked Questions section should answer all of your common questions regarding Reel Cinemas at The Dubai Mall, Dubai Marina Mall & The Beach. Please review the Question and Answers below. Should you not find the information you are looking for, feel free to contact us on our customer service number or the request form located on the right-hand side of this page.

General

  • Current ticket prices
    The PicturehouseAED 35
    2D movies at Standard Cinemas, The Dubai Mall
    & The Beach
    AED 35
    3D movies at Standard Cinemas, The Dubai Mall
    & The Beach
    AED 45
    2D movies at Dolby Atmos, The Dubai MallAED 55
    3D movies at Dolby Atmos, The Dubai MallAED 65
    2D movies at Premier Cinemas, Dubai Marina MallAED 55
    3D movies at Premier Cinemas, Dubai Marina MallAED 75
    2D movies at Platinum Movie Suites, The Dubai Mall
    & The Beach
    AED 130
    3D movies at Platinum Movie Suites, The Dubai Mall
    & The Beach
    AED 160
    Reel Cinemas at The Dubai Mall & The Beach now offers takeaway 3D glasses and a charge of AED 3 is applicable in addition to the movie ticket. Guests are welcome to bring back these 3D glasses for future 3D screenings at Reel Cinemas at The Dubai Mall & The Beach, in which case no charge will be levied for the glasses. Reel Cinemas at Dubai Marina Mall and Platinum Movie Suites at The Dubai Mall & The Beach provides 3D glasses to patrons which must be returned to the ushers prior to leaving the cinema hall after the movie. Failure to do so will incur a penalty of AED 200 only.
  • When do you update your online and phone movie schedules?

    Weekly.

  • Why is a session time different at the Cineplex than what is shown in the newspaper or internet movie listings?

    We are required to submit our session times for newspaper and internet listings at least 3 days in advance and even earlier when there is a public holiday. Hence, when there are changes to the schedules, these cannot be corrected as amendments are not accepted after submission. To confirm a session time, please check the updated schedules on our website or at the box office.

  • How many days in advance can I book tickets?

    Up to 7 days in advance.

  • What time does your box office open and close?

    The box office will open at 10.00am and will close half an hour after the last showtime in the evening. The opening and closing hours of our box office varies as they depend on first movie and the last movie of the day at the cineplex. Furthermore, Reel Cinemas may offer midnight screenings, and double midnight screenings, hence the variations of timing.

  • Where can I direct my enquiries?

    Your enquiries should be directed to We Care Contact us

  • Can I cancel my booking and request for a refund?

    After your booking is confirmed and paid for, no cancellations or refunds will be allowed under any circumstances. All tickets sold are non-returnable and non-refundable, even if you do not turn up to collect your tickets.

  • How can I make changes to my booking?

    You can only make changes to your booking by going directly to the box office of the Cineplex where you booked your tickets. This is subject to seat availability for the movie and/or showtime that you want to change to. You need to make the changes at the box office at least 2 hours before the movie showtime that you originally booked. No changes can be made after the movie that you originally booked has started and all tickets and bookings fees are non-refundable.

  • Do children need movie tickets?

    Toddlers under 3 years old can enter for free but will not be entitled to have a seat to himself/herself or 3D glasses.

  • What are the rules & regulation in Reel Cinemas?

    1) Smoking and outside food and beverages are not permitted inside the cinema auditorium. The cinema reserves the right to do random bag checks at the auditorium entrance.
    2) Any recording devices are strictly prohibited inside the cinema
    3) Platinum Movie Suites are only applicable to patrons above 18 years of age.
    4) Reel Cinemas strictly adheres to the film rating regulations of the UAE and reserves the right to refuse admission if proof of age cannot be given.

  • What do film ratings mean?

    Movie ratings are mandated by the National Media Council and are strictly followed at Reel Cinemas. Customers should ensure that they do not purchase tickets for persons who are not permitted by the ratings to watch that movie. We regret to inform that no refunds or exchanges will be applicable on any such purchases.

    RatingDescription
    GGeneral audiences - suitable for all ages
    PG13Parental guidance - Under 13 not admitted unless accompanied by an individual over 13. Some material may not be suitable for children.
    PG15Parental guidance - Under 15 not admitted unless accompanied by an individual over 15. Some material may not be suitable for children.
    15+

    No persons under 15 admitted.
    18+

    No persons under 18 admitted.
    PGParental Guidance - Some material may not be suitable for children.

    Note: An ID may be required for proof of age..

  • What is The Concierge Service?

    Concierge Service is five stars services available only at Reel Cinemas, The Dubai Mall.

    Concierge Services gives the moviegoers the chance to enjoy a glamorous movie experience for an additional AED 30 per person only and avail a range of luxury benefits:

    • - Exclusive counter

    • - Delivery of F&B

    • - Pillow & blanket

    Concierge Service is available until 30 minutes after the start of the final movie of the day.
  • What is Dolby Atmos?

    Dolby Atmos is a new sound system available at Screen 22 at Reel Cinemas, The Dubai Mall.

    Dramatic New Moviegoing Experience

    Dolby Atmos goes far beyond surround sound to create a new level of realism for moviegoers. In a movie with Dolby Atmos, cinema sound moves around the theatre to match what you see on the screen.

    Overhead Speakers for Added Realism

    Cinemas equipped for Dolby Atmos have overhead speakers that heighten the realism. Rain on a roof, airplanes taking off - you'll hear the sounds exactly where they would be in real life.

    Always Reflects the Creator's Intent

    Dolby Atmos gives filmmakers full creative control over the placement and movement of sound around the audience. No matter the size of the theatre, you'll always see and hear the full realization of their creative visions.

    Independently Controlled Speakers

    Dolby Atmos employ up to 64 independently controlled speakers. You'll hear extraordinary power and impact when the director calls for it. You'll also hear the most subtle details with amazing clarity.

Online Booking Back To Top

  • What forms of payment do you accept?

    We currently accept Visa, MasterCard and JCB credit cards for online purchasing.

  • Is it safe to use my credit card?

    We incorporate SSL security within this site, an industry standard technology that is recognised as the best software available today for conducting secure commerce transactions over the internet.

  • How much does it cost?

    Total ticket cost is detailed in your shopping basket prior to confirming your purchase.

  • What about Municipality Tax?

    All prices quoted on this site are inclusive of Municipality Tax.

  • Are there any Credit Card Discounts / Movie Gift Vouchers / Complimentary Passes / Promotions that are applicable with online booking?

    No credit card discounts, movie gift vouchers, complimentary passes and promotions are applicable with online and phone bookings. These are only applicable for direct purchase at the box office.

  • Can I select seats?

    Yes, you can select your seats by clicking on the seats you want on the seating plan. You will be charged according to the number of seats selected. The seats you have selected are highlighted in blue. To de-select, click on the blue seats and you can re-select your preferred seats again.

  • How many tickets can I puchase online ?

    There is a maximum purchase limit of 10 tickets per transaction. You may perform as many transactions as you wish and there is no online booking fees.

  • How do I collect my tickets?

    Your tickets are immediately available for collection at the box office of the Cineplex where you booked your tickets after you have completed your purchase and received the confirmation of booking. For security reasons, the cardholder must be present to collect the tickets and will need to bring along the same credit card used to make the bookings, along with the Email confirmation or booking reference number. Please also note that the management reserves the right to request for the cardholder's identification for verification purposes.

  • Do I require my credit card to collect my tickets?

    Yes, the cardholder must bring along the same credit card used to make the booking online, to collect tickets at the box office of the Cineplex that he or she booked the tickets with.

  • How can I make changes to my booking?

    You can only make changes to your booking by going directly to the box office of the Cineplex where you booked your tickets. This is subject to seat availability for the movie and/or showtime that you want to change to. You need to make the changes at the box office at least 2 hours before the movie showtime that you originally booked. No changes can be made after the movie that you originally booked has started and all tickets and bookings fees are non-refundable.

  • Will I be charged if I do not collect my tickets ?

    The booking system works via your credit card and it will be charged immediately on confirmation of booking. Hence if you do not collect your tickets, your credit/debit card would already have been charged and no changes/cancellations/refunds will be entertained.

  • What is your refund policy?

    All transactions once completed and confirmed are not exchangeable or refundable under any circumstances. No refunds or exchanges will be entertained if you do not turn up to collect your tickets.

  • When is my credit card debited?

    Your credit card is debited once you click the Purchase button. Adding items to your shopping cart does not result in your credit card being debited, but clicking the Purchase button on the screen does.

  • Where can I make an enquiry I could not find the answer here?

    If you are not able to find the answer here you can send your enquiry to We Care Contact us

3D Movies Back To Top

  • What can I expect when watching a 3D movie?

    The visual presentation system employed in 3D movies attempts to maintain or recreate moving images of the third dimension, giving the illusion of depth as seen by the patron. So patrons can expect the visuals to "come alive" as if the characters and objects in the film are actually in the same room as the patron.

  • Will the cinema screen be able to project the 3D effects successfully as the screen is flat?

    Yes, with special 3D projection equipment & the special 3D glasses. A pair of 3D glasses will be made available to patrons that will help create the illusion of depth required to make the on-screen visuals "pop out" of the screen, as if it were right in front of you.

  • How often will the Cineplex screen 3D titles?

    We are looking at showcasing several movies in 3D moving forward and the frequency of this would approximately be at least once every 2 months as we depend on film distributors to confirm if there is any upcoming release available in 3D format.

  • Are we able to know in advance which movies are going to be screened in 3D?

    Yes, we will advertise this information online and within our cineplex premises as soon as we receive confirmation from the film distributors on the availability of the movie in 3D format.

  • Why is a 3D movie ticket more expensive than regular movie ticket?

    Reel Cinemas has attached a premium value to 3D tickets because of the investment costs required to ensure a smooth and efficient presentation and experience for patrons. Unlike standard 35mm and even 2D digital presentations, the costs involved in the equipment, glasses, manpower and service / equipment maintenance are significantly higher. This is also a price model adapted from countries who already showcase 3D movies as a permanent feature i.e. USA, Australia

  • Are complimentary movies passes allowed?

    No, all complimentary movie passes exclude 3D titles.

  • Under what circumstances would a penalty fee be charged for the 3D glasses?

    Reel Cinemas at The Dubai Mall & The Beach offers takeaway 3D glasses and a charge of AED 3 is applicable in addition to the movie ticket. Guests are welcome to bring back these 3D glasses for future 3D screenings at Reel Cinemas at The Dubai Mall & The Beach, in which case no charge will be levied for the glasses. Reel Cinemas at Dubai Marina Mall and Platinum Movie Suites at The Dubai Mall & The Beach provides 3D glasses to patrons which must be returned to the ushers prior to leaving the cinema hall after the movie. Failure to do so will incur a penalty of AED 200 only.

  • What happens if there is a defect found on the glasses before the movie?

    You will need to approach the usher at the back of the hall to exchange your pair for another one before the start of the main feature.

  • What happens if there is a defect found on the glasses during the movie? (eg: I don't feel the 3D effect)

    You will need to approach the usher at the back of the hall to exchange your pair for another one.

  • How are the glasses maintained and cleaned between sessions and users?

    3D glasses are collected after each screening at Reel Cinemas at Dubai Marina Mall and Platinum Movie Suites at The Dubai Mall & The Beach and they are transferred to a different venue to be thoroughly cleaned using chemicals approved by the manufacturer. They are then placed in a tray to be distributed to patrons again. To ensure enough "rest" time between screenings, Reel Cinemas carries sufficient pairs of 3D glasses to ensure usage in a few screenings before the cycle returns to the first batch of 3D glasses.

  • Are the 3D glasses free-sized?

    Reel Cinemas at The Dubai Mall, The Beach and Dubai Marina Mall offers adult and child size 3D glasses that patrons can choose from.

  • What should I do if I feel nauseous / ill?

    Patrons who feel ill should remove their 3D glasses, close their eyes and relax. If you need further assistance, please leave the hall and approach any of our ushers stationed just outside the hall.

  • Am I able to change the movie if I feel like I'm not able to continue with the 3D effects?

    We regret that no refund can be extended should the main feature commence punctually and proceed with no faults / interruptions.

  • Can I get a full refund if I find the 3D effects disturbing?

    Reel Cinemas will address incidents like these on a case-by-case basis but the company policy would be to not facilitate a refund if there were no inherent faults in the presentation from a technical or service provision perspective as patrons are free to leave the hall should the 3D effects not sit well with them.

  • Why are children below 3 years of age not allowed into the hall?

    Reel Cinemas is not insisting that children below 3 years of age not be allowed into the hall. We do not recommend it simply because, every patron admitted needs a pair of 3D glasses and to redeem a pair, the person needs an admission ticket. As a child below 3 years of age does not require a separate admission ticket, this would mean an additional ticket purchase on the part of the parent / guardian. As the glasses are a one-size-fits all design, it may not fit the child well, which may inevitably mar the viewing pleasure of the child. Nevertheless Reel Cinemas respects the decision made by parents / guardian but will need for the child to have a separate admission ticket purchased under such circumstances.

  • If there is no usher stationed outside hall during the movie, what should I do?

    Please approach the usher stationed at the Level 2M usher station in front of the main entrance and he / she will assist you.

  • Can I purchase the 3D glasses as a memento?

    Reel Cinemas at The Dubai Mall, Dubai Marina Mall and The Beach offers takeaway 3D glasses and a charge of AED 3 is applicable in addition to the movie ticket. Guests are welcome to bring back these 3D glasses for future 3D screenings at Reel Cinemas at The Dubai Mall, Dubai Marina Mall and The Beach, in which case no charge will be levied for the glasses. Platinum Movie Suites at The Dubai Mall and The Beach provides 3D glasses to patrons which must be returned to the ushers prior to leaving the cinema hall after the movie. Failure to do so will incur a penalty of AED 200 only.

Gift card Back To Top