Big Escape Rooms — Attraction in Atlanta

My family and I were in town for a wedding. During our free time, we thought it would be fun to do an escape room as a bonding experience since we don’t get to see each other often. We booked “The Pharoah” for 12:15 pm and showed up at 12:00, as instructed. The facility was locked and no one was there. We called them, and they said someone would be there soon. After a few more calls, someone finally arrived at 12:36 pm. It took him a minute to let us in, and he was running around to get set up. He seemed confused, almost as if he didn’t work there. We were finally led into a room at 1:00 pm (45 minutes after our scheduled start time). He gave us a few, mostly unhelpful words and were sent on our way to complete the escape room. This was not my first escape room, but it was for many of the group. In my experience, there is typically 1-2 videos shown with either general rules and/or background to the room. We were shown neither but as we were leaving the next group was being asked to watch a video.

On one of our calls, we were told to call back at 4 pm to request a refund. We did, and they instructed us to send an email. We did that and received no response. My brother called them again and they told him that they would call me later that day or the next (they didn’t). I sent them another email to which they responded saying that they would grant me the refund. I thanked them and asked them to notify me when the process had been started. After not receiving a response or seeing any changes in my bank account, I decided to give them one more chance. I sent them yet another follow up email. Ultimately, after about 10 phone calls and 3 emails, I opted to go through my bank.

The escape room itself was decent, but pretty middle of the pack. The customer service...

Big escape rooms was super easy to book with online. You can clearly see puzzle descriptions, max number of people per room, price, difficulty, and pass rate on the website. I don’t think many escape rooms include about how many people passed the room, but I’m not sure if they ever update it or if the numbers are accurate. Angelica introduced us to the room and setting! She was super kind~

We did the basketball one (rated at easy, 50% pass rate, up to 6 ppl in a room) as a warmup. If 6 people were in this small room, it would definitely feel claustrophobic. It wasn’t too challenging or simple. The hardest thing was how to use the walkie talkie since it was my first time LOL. Angelica had to interventions and tell us to let go of the black button on the walkie talkie. We were a bit stumped with how some of the puzzles work because I never thought I could do this in particular to find clues. Some of the visuals and props could’ve needed some work like painting, antiqueness, and productional set up. But the room was pretty clear with what needed to be solved. Their wooden placards for escaping or failing the puzzle were mediocre though ☹️

The person working when we ended took some not great pictures but kind enough to retake 😅. Another thing so I didn’t like is that when we opened the final door to the actual room, the timer kept going. So we don’t really know when we finished (or if we were even close to the leaderboard). The room and floor were also...

Big Escape Room - Highland Location

I am extremely disappointed with the service I received at the Big Escape Room Highland location. I had booked a 6pm escape room, only to arrive and find an empty lobby with no staff present. I called their number three times, and each time I was rudely told to just keep waiting. It's now 6:30pm, and I've wasted valuable time without any communication or assistance.

To make matters worse, when I called to request a refund due to the unacceptable delay and lack of service, I was informed that they have a no-refund policy. This is completely unacceptable! I should not be punished for their lack of professionalism and inability to stick to their own schedule.

This experience has left me infuriated and out of pocket by $142. Big Escape Room at the Highland location has shown a complete disregard for customer satisfaction and a blatant disregard for their customers' time and money. I strongly advise everyone to steer clear of this location and explore the numerous other escape rooms available in Atlanta. A massive disappointment.

Edit: Talked to the manger and told him there were 6 different parties waiting in the lobby. He...