Escapology Escape Rooms London Ontario — Attraction in Ontario

Update: The owner's reached out to me and told me that what happened is not the norm and that it was simply a case of miscommunication. I have since received the partial refund and can't wait to complete the next escape room!

I firmly believe that this place has some of the best escape rooms in London - the theming in each room is excellent and is quite immersive. I also love how the escape rooms are a partially automated as I’m not a fan of escape rooms that are made to be artificially difficult by having an obscene number of padlocks.

However, during my most recent visit last week, I was left very confused by the entire experience and I can’t say I’m satisfied with how it went down.

For context, I had booked the Budapest Express escape room for 6 people, but shortly before the escape room had started, one of my friends got in a minor car accident and wasn’t able to make it to the escape room (luckily she was fine). One of the employees was apologetic and said that she would help us out after we complete our escape room, so I was made under the impression that we would get a partial refund for the person who wasn’t able to make it due to something unfortunate that happened to them outside of our control. However, once we finished the escape room, we were helped by another employee and when I asked if it was possible for a partial refund, they said that it was not and that we should have let them know before the escape room started (which I did). Overall, I was left very confused since I was told 2 different things by 2 different employees.

I understand that there is a no-refund policy for no-shows or cancellations; looking from a business point of view, if it was not present, Escapology would lose out whenever parties make last-minute cancellations that cannot be filled in time.

However, this was not the case as a majority of our group still arrived on time to play the escape room; there would not really have been a loss in revenue for the business or higher operating costs if I booked for 5 people instead of having the 6th member not show up (i.e time and labour would have been the same regardless of whether that one person showed up or not since it was not a no-show). I also have trouble understanding how our completion of the escape room suddenly meant that we were no longer eligible for the partial refund compared to if they were notified before we started.

Overall, while the escape room itself was fun, I was left with a bad taste in my mouth, and I just wish that I wasn’t told conflicting information. I also wish that there was more support and transparency from the employees compared to...

We booked our Escape online. From the moment of booking, we had clear and concise information sent to our email. Their communication is exceptional. When we arrived, we were greeted in a friendly and pleasant manner then given more instructions/explanations as to how it worked. When we entered the room we were submersed in an adventure. The decor truly pulls you in. The puzzles were simple enough to grasp and solve but also tricky enough to really make you think. My husband and I chose to do the Lost City for our anniversary. Honestly we had so much fun working together to solve the plentiful puzzles, decoding and locks. I'm really excited to go again with our children. If I had one issue, it would be that we were given hints when we didn't ask for them. Although we did appreciate getting them in the long run because sometimes we'd be really close to solving a puzzle but, there'd be one slight thing we didn't catch. For those of you that are adamant about not having hints, I would suggest telling your instructor at the beginning. My husband and I are pretty stubborn about receiving hints, but we actually appreciated them when we were on the right track but just needed that little nudge. Thank you for a wonderful time Escapology. We'll be...

I had an amazing time at Escapology with four friends! The entire experience was fantastic, from the game master to the well-designed room structure. The puzzles were challenging but fun, and it really felt like we were part of the story. The atmosphere was immersive, and the staff were super friendly and helpful throughout. The only reason I’m giving 4 stars instead of 5 is the price. For a group of 5, it’s pretty expensive, especially since the ticket price per person doesn’t change no matter how many people are in your group. I really think there should be group discounts—it doesn’t cost them extra for more players, so it would be a nice touch. Despite that, I’d love to come back and would recommend it to anyone looking for a fun and immersive escape room experience. Hopefully, someone from management sees this and considers adjusting the pricing for...