Odyssey Sensory Maze Queenstown — Attraction in South Island

My partner and I were very much looking forward to our experience with Odyssey Sensory Maze in Queenstown but were left completely disappointed. We read the sign as we first walked in stating to contact staff if experiencing "physical illness, anxiety or physical disability" none of which were problems for us. We walked through the first balloon room and discovered that the maze included obstacles that needed to be climbed over in order to proceed. My partner had dislocated his knee earlier in 2022, had healed (for the most part) and was perfectly capable of getting around on his own. He attempted to lift his leg over the barrier which was just above his hip, realised that his knee felt weak in this position and that this could potentially end with him injuring his knee again so declined to go further. We walked back through the first balloon room and exited from the entrance. We discussed the issue with the lady working (I believe her name was Sarah) and asked if we could have even a partial refund as we were unaware of the obstacles that were in the maze, seeing that none of the videos online show this and it was not directly stated on the sign. She said there was nothing she could do as we chose to walk through the first door and didn't tell her about his previous dislocation.

We called back when we returned home as we were really unhappy with the whole experience. We spoke with the same woman who became quite snarky over the phone, we reiterated that we were unaware of the barriers and the need to climb through/up certain areas of the maze and entered believing that we would only be walking, she continued placing blame on us that we didn't tell her that he couldn't climb over walls before entering (we also can't do cartwheels but didn't believe it was relevant to the conversation or the maze experience?). He is NOT physically disabled but could very much become so if he had chosen to proceed.

I would not recommend Odyssey Sensory Maze Queenstown to anyone. A complete waste of time and money with rude staff showing more concern about money than customer safety or...

I'm not the type of person to make a complaint but I am, just because we were on holiday and we had made bookings everywhere and tried our hardest to make it to everything we had jumped out of our movie early because the lady had told my partner to be there on time that she would be doing us a favor to push it 15 mins which we had no problem that's our bad so we made it and did the sensory maze, was short but still loved it. We had another booking for later on but we actually had no idea we had to be there 15 mins prior for safety requirements we got there 9 mins till our schedule time so that means we were late, also had sandals on thinking they had gumboots for this thinking that'll be safer than my normal nice shoes I'll bring on holiday because we didn't know what to expect, so we had said to the lady well be back our hotel is 5 mins away she said okay you have to be back by a certain time which means we had 8-7 minutes to do so which we knew we couldn't so I went to the nearest shoe store which was pretty much a across the road to purchase shoes just to make it but my partner had ran back to say we are on our way while I was making final purchase and the lady had told him no, the thing is there was no way to work around it for her, not even a slight of care she was just not bothered to be sincere or make arrangements just a no! Our holiday here in queenstown had been filled with amazing service everywhere, we had other places ring us if we need to check in earlier or if we needed to bring something before we arrived but this one NOTHING! If she had been abit nice and bothered about her job then I would have never complained but here we are.

Ps. You work in customer service, try...

It was just terrible experience!!! We visited this Sensory Maze around 8pm when there was nobody else in the maze. I believe the rooms are scary and apparently not appropriate for 3 year old. I wonder what is the age grading for the rooms with scary scenes like that and how they classify it suitable for 3 year old. It is not sensory maze, it is thrilling maze. The whole website does not mention the level for horror of the rooms.

The WORST thing was no one helps if you get lost and decide not to continue with the maze. My 3 year old got terrified in the middle of the maze. I stood under a security camera and waved and shouted at the security camera for few mins. No one came and help. My son was getting very distressed and we eventually went out from Fire Exit from the inside of that building and go out on the street. It is just horrible and ridiculous. I was angry when I reached the reception bearing feet from outside of the building (they require you to take shoes off), however the staff said she thought I was just going through the maze. Excuse me?? Why would I wave and talk to security camera for that long?!?! Can’t you tell that your customer is under stress?!?! Or maybe she thinks it is fun to see the customers get scared?!?! Or maybe she is just playing her phone and not paying attention?!?!

Horrible experience and I do not recommend to visit this place with...