Escapology Escape Rooms Citywalk — Attraction in West Hollywood

With all due respect everyone was nice but the staff needs to be trained on how to take care of the customer. For context, my partner and I did Batman and Lost City and saw many similarities that made it non immersive. To begin in the Batman room we noticed that the puzzles required the game masters to unlock it even though we solved it therefore knowing the masters weren't paying attention. This was also repeated in Lost City giving us the dissatisfaction of completing puzzles doubting our efficiency. When we first began the Batman room it glitched out and it forced us to back out and come back in to reset the room. To continue, the theming was lack luster and this comes from players of 30+ escape rooms especially for the price tag. Finally we schueduled 2 in one day in hopes of taking advantage of the 1/2 off sale and were disappointed in the wait time despite booking 3 hours in advance. To begin with the employees we found it difficult to interact with them due to insufficient training and enthusiasm when taking us to our rooms. We noticed when we asked for a hint it took one game master 3 minutes to give us the proper clue. On top of that we were told "one moment" (2 minute wait) when asking for a hint in another escape room because we were too far ahead and they had to find the right clue. Then on top of that they gave us a hint for a future puzzle that we didn't ask for. Another example is when we were taking too long for the game masters liking and he decided to give us the answers to speed us along which wasn't welcomed. On the other side when we asked for hints it took a while to gain the right one. Finally I personally never write reviews but the final reason I choose to write this is because when we finished our last room the game master came inside and locked the door forcing us to write a review before we left the room. It made us uncomfortable and quickly pretended to give a rating to be let out Unfortunately the name of this employee was Diane . On top of that when we asked to leave and declined taking a picture at the wall we were given a dirty look and felt unwelcome. Unfortunately we will not be coming back and I hope this helps for...

I would have definitely given the experience a 5 star but your workers need desperate training. It was sort of disastrous. Starting from the reservation. My group was willing to do an immediate start to a game, they checked to see if the room we wanted (7 Deadly Sins) was available and reset. The front desk guy said it was. We ended up needing to wait an additional 40min regardless, which wasn't an issue, but just confusing to ask if we can start immediately, confirm yes, then make us wait. I mentioned i wanted to get 3 entries, they only charge me for two, and suddenly let me know when i came back for our start time that i needed to pay for the last one. All good, understandable, but again disorganized. When it came time to go to the room, we walk in and some things are not set so we have to step back out to get that right, after they had 40min to get it done. Next, the instructions were all over the place. Our guide seemed really nervous and like she had no grasp at what the script/instructions were, which lead to the next issue. She failed to inform us that we had to wait for the video to play before starting. So once again we had to be stopped, pulled out, reset the room, and start all over. Lastly, our game guide/hint master was not in tune with what step we were on. He kept giving us hints on a step we had already done and that wasted a lot of our time. It was chaotic, ill-managed and felt like there was no preparedness. More training, a script that should be learned for the introduction of the rooms, and preparedness would be my advice. Good luck, I hope you all get better because the challenge was great, we did enjoy...

Update: the general manager Called as soon as she saw this. She was very compassionate and understanding and was sad to hear about our group’s experience. She offered a full refund and tickets to return and her heartfelt apologies for what happened. I had not planned on going back but her response and genuineness has swayed me to believe that we had one bad experience and they will deliver a great time. I will be booking our next visit soon and will be happy to come place a 5 star review when we do! —————— I went with a group for my friends 50th birthday and we played Murder Mansion. I normally love escape rooms but I was VERY disappointed in this place. Several of the clues did not alert us when we figured them out and a major clue simply didn’t work. When we hit the 1 hour mark and the game ended, our guide stated they were aware of the problems from the night before. He told us we should be “happy we made it that far”. Instead of offering us a free return, or comp of any sort, we were offered what the option to purchase another game for 50% off (everyone got this offer), and we’d have to buy and choose a date that day. My friends and I are all avid escape room players, we go at least once a month and was looking forward to a closer game house. With the treatment we got here, we will not be returning and will be telling all of our friends and family of our terrible experience. I hope you all do...