Hatch Escapes — Attraction in Los Angeles

PROS: The listed booking times on the website did not work for our group. The earlier time was too early and the later time was too late. Called them and spoke to a very nice person who quickly adjusted the booking times so we could go at the time that worked perfectly for us. The game master, Chelsea, was friendly and fun. She was extremely nice and patient with the members of our group. The actual escape room itself is well done and immersive, with interesting puzzles and impressive audio-visual effects. CONS: HOWEVER, where the room ultimately fell short was that it was listed as being suitable for up to 12 players, a rarity for escape rooms, as most do not accommodate groups that large per room. I took my group there, despite the slightly higher than average price compared to other escape rooms, specifically because I wanted the group (seniors in high school) to all play together in the same room as a bonding, team-building activity. After starting the room it became quickly apparent that there was absolutely not enough material for 10 people to be working on simultaneously. What ended up happening was that 5 students were able to actively engage in the puzzles, while several others grew increasingly frustrated that they wanted to help and participate but there wasn't anything for them to do, and then the remaining just sat bored on the floor for the entirety of the game. What was meant to be a fun, uniting activity, instead ended with raised tensions, frustration, and one student actually in tears. After going through it, I would say it's better suited for no more than 6-8 people at most. At the end of the day, the room felt like a huge waste of money as it actually had the exact opposite effect on the group than was intended. I would recommend the player limit be reduced on the website, since I did feel mislead. CONCLUSION: If you have a small group, of 4-6 people, you will likely enjoy this escape room experience. While it is marketed as able to accommodate larger groups, there is not enough in the room for upwards of 8 people to work on, so only go with a larger group if all the members of the group are very laid back and won't mind not necessarily...

Absolutely Horrible Experience – Stay Away! THANK YOU ANTHONY!!!!

If I could give zero stars, I would. My friends and I had booked an escape room at Hatch for a birthday celebration, excited for a fun night out. What we got instead was one of the worst customer service experiences ever, thanks to Anthony, the manager who clearly has no heart and completely ruined a special night. A manager like you will run this business to the ground.

We unknowingly arrived over the player limit, but the second we were informed, two of our group immediately left to comply with the 12-person rule. Any reasonable business would have proceeded with the booking as planned, especially since we were now within the required number. But instead of being accommodating or even remotely professional, Anthony refused to host us, effectively ruining our friend’s birthday for absolutely no reason. We drove a far distance with our group and spent so much money on a party bus only for the evening to get ruined by ANTHONY!!

To make matters worse, he only offered a partial refund, basically stealing our money after refusing to provide the service we paid for. Unethical, unprofessional, and downright immoral. If you’re looking for an escape room in LA, do yourself a favor and avoid this place at all costs—unless you enjoy being scammed and disrespected.

Plenty of other escape rooms in the city actually understand customer service. Hatch is NOT one of...

They charged me $400 for nothing.

I had been to this location a number of times and even repeated rooms with friends and family, since I liked both the rooms and the service. Because of this, I had been highly anticipating The Ladder for years, and made my reservation the moment they were available.

As the date approached, I called and discovered that they were having issues with the experience, and mutually rescheduled for an arbitrary date in the future. I let them know that I would not be able to make that date, but was assured I could call when I was ready to reschedule and my reservation would be moved to a date that worked. I was assured my “file” was noted. However, when the arbitrary date came about — the one that they scheduled for me — they did not send me a reminder of this date until 5 minutes after they had scheduled me to arrive — which made it impossible to get there on time.

When I asked to have the situation resolved, their solution was to keep the $400 I paid, and offer me a very gracious opportunity to book it again at 50%. Which makes the room 100% cost for nothing, or 150% to do it. I hadn’t even asked for a refund, and simply wanted to reschedule for a date that I actually chose.

What a waste of $400. I discourage anyone from taking a risk with this escape room and find...