Guillermo del Toro demands answers from Cinépolis over film re-release issues

Director Guillermo del Toro has publicly supported customers who reported service issues during the 20th-anniversary re-release of his film, ‘Pan’s Labyrinth’. The re-release featured a 4K restoration and a 3D conversion.

Spectators reported several grievances regarding the Cinépolis cinema chain, including a lack of 3D glasses for screenings and the failure to provide commemorative postcards that were included with ticket purchases. Some users also questioned unexpected charges for 3D accessories that were not clearly communicated prior to arrival.

Following social media complaints, Cinépolis stated on October 19 that they were addressing the claims. However, del Toro followed up on October 21, requesting further explanations and directly mentioning the company’s general director to ensure the complaints were properly handled.