Disappointing from start to finish.

Disappointing from start to finish.

Let me save you the disappointment and recommend that you go elsewhere. I have completed 5 escape rooms this year, and this was by far the worst experience i ve had. Not only was the room itself lacking depth, it was rundown (dusty, filthy); the staff were not helpful, complacent and did not care about our experience.

We had an issue in our room where one of the boxes was broken when we arrived. We were put into jail cells so we were unable to recognize it from the start, but we got into the room, started to solve the puzzles, and then when we got to this particular puzzle, the box was broken and the shackle was not attached. We finished the room in record time (22 minutes), but we had a box left open so we asked the staff how it was possible. Instead of acknowledging that the prop as broken, in an effort to appease us she said that this code is frequently guessed without the clue , knowing fully the prop was broken and had not been fixed.

When speaking with the front desk, we told them about the issue, we asked to complete a new room because we had paid to have a full experience (8x $32 = $256), however, we were asked to leave and told management would contact us. In the email from management they accused us of breaking the room, were extremely rude, nd took no responsibility for the lack of maintenance.

I can understand damage and issues in a high volume, high traffic environment like this. I can empathize with a business that is dependant on user feedback to determine these types of issues, and addresses them appropriately. What I CANNOT stand is when management does not take responsibility for the issues with their product, when people pay hundreds of dollars for an experience and the provider makes no attempt to provide a quality experience.

There are many escape rooms downtown. Don t waste your time or money at Roundabout.

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In Response to the Seller:

The issue has not been addressed. Let me make two things abundantly clear:

1. We do not want anything free. You escape room was a bad experience and it is compounded now by your unprofessionalism, I will never come back to your establishment, so why would I want anything free. We came in and payed a lot of money for an experience, and you failed big time on delivering that.

2. No one is being cruel. You provide a service, we used your service and have the right to caution others because your service, as outlined above, does not provide a quality experience, and clearly you do not provide quality support. I have read other reviews, we are far from the first people complaining about the condition and maintenance of your rooms. Even with the intent of it being an "old prison" it shouldn't have big piles of dust in the corners, that's just neglect.

Do not talk to me about how to behave in escape rooms, thank you. We were very respectful, we have been to many others at other facilities and we have never had a bad experience. Also, I don't need your lecturing because I will never return to your establishment.

To anyone reading, if my review wasn't enough, hopefully you will take the sellers immature and unprofessional response as an indicator of how your overall experience will be. Skip this establishment, you'll thank me later.