Escape London - Whitechapel Escape Rooms — Attraction in London

TL;DR - Good gaming experience with room for improvement; Poor customer experience with much needed staff training. Thank you for hosting me and my guest on Sunday 1st December 2024.

I wanted to give some honest feedback on the experience.

The positive aspect was the escape room as always. In general, a fun game but with some much needed improvements.

The game assumes knowledge of alcoholic drinks in the beginning and this should be revised. The numbers on the switches were not very clear and the display was not very responsive to switch changes making this aspect of the task difficult to pass unaided. The location of the dice stuck under the cupboard, near the wall, can be awkward for big bodied persons to get behind and close to see all the sides. The computer screen with the video clip could be improved to simply being a looping video with no requirement to use a mouse to select an icon. Initially, the clicking of the icon resulting in the software asking for a renaming of the video clip instead of playing it.

When collecting the money, the 'Listen' locker required acute hearing to make out the numbers correctly. Even after being told the correct sequence, I was unable to clearly hear the 2nd digit of '8' despite numerous attempts. The 'Chips' locker required an unreasonable amount of effort to calculate correctly because the chips were locked in a container. Better would have been a way to hold the chips in hand to more easily count them OR to reduce the number of chips to make them more easily countable.

At the end, the fire evacuation box contains some instructions. These are comprehensible. However, the text for O2 and CO2 were not very legible thus leading to confusion. The lights at the top for risk/danger could also be a bit more bright right across.

Despite these hiccups, I was happy with the game experience.

As for the customer experience, I would like to say that I was disappointed with having to pay an extra £25 for re-scheduling the appointment to 30 minutes later than originally scheduled. The reason for this disappointment is simply because I believe that penalties for re-scheduling should be proportionate to the cost incurred by the business and a good customer experience will always seek to justify and explain that incurred cost to the customer.

In our specific case, there appeared to be ZERO cost to your business as you were not booked out for that time period. In fact, I saw no other customers before or after us in the area that we were in. Before requesting a re-schedule, I had checked your booking online and saw that all slots immediately before and after our booking were open including similar time slots for other games. I even mentioned this observation in my email request for a re-schedule.

Also, the perceived effort in shifting the appointment is a simple administrative action on a computer. Therefore the re-scheduling charge seems to have been applied rigidly and dogmatically with no regard to context. While it may be within your right to make such a charge, as governed by the terms and conditions agreed to, ultimately a business that lives or dies on customer reviews should be mindful of upsetting customers and/or appearing unreasonable or unjust. Where a customer can clearly see that their action has potentially incurred a cost to your business, the re-scheduling fee will appear acceptable to them. On this occasion, it was not the case.

If it was not within the authority of your frontline staff to make the reasonable call to overlook the charge given the context, then I suggest empowering them and training them to make such good judgements on the fly. The staff members I dealt with, both on the phone and in person, were not apologetic about issuing the re-scheduling charge nor did they seek to justify the re-scheduling charge in the specific context. They merely enforced it as a matter of fact. In the latter case, this created an unfriendly atmosphere before we had even...

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