Maze Rooms Escape Games - Robertson — Attraction in Los Angeles

I was in Koreatown finishing up a birthday dinner when I spontaneously decided to try out a maze room. I found one nearby within a 5-minute walk and quickly booked a room on their website, linked from their Google page, with availability in just 10 minutes. Everything was done very quickly, and I arrived at the location on time, excited to begin.

However, when I arrived, I was told I was at the wrong location. I hadn’t realized there were multiple locations because all the bookings were laid out on one page and I had used the website linked to their google Vermont page. This is an issue that could be easily fixed by having separate sections for each location. Even if I had known about the different locations, this layout creates unnecessary confusion and leaves room for mistakes.

I asked if the credits could be transferred to the location I was at, as I didn’t think it would be a big issue since it’s the same company. The man at the Vermont location was very nice and more than willing to help, but he informed me that the Beverly Hills location wouldn't allow the transfer. They insisted I would have to go there. Keep in mind, it was already 8 PM, and I had booked this because I was 5 minutes away, not because I wanted to drive across town to Beverly Hills.

He suggested I call the Beverly Hills location, so I did. The woman who answered had a snippy attitude from the start. I figured I could reason with her and explain it was all a misunderstanding. However, there was no flexibility—she kept repeating, "It's policy, it's policy. You agreed to the terms." Just because something is policy doesn’t make it right.

I would have been understanding if my booking caused them to lose business, but in this case, my reservation had no impact on them whatsoever. I emailed customer service and received no reply, so I emailed again. They eventually offered credit, but only for the Beverly Hills location. I then asked if I could at least transfer the credit to the Koreatown location, which I had been trying to go to all along. They stopped responding entirely after that.

As a business owner myself, I understand policies and the frustration when customers don’t fully read or follow them. But I also understand that things happen, and it’s important to act accordingly even with policies in place. Maze Room's insistence on keeping my money without providing any service, when it didn’t affect them in the slightest, is a practice I simply don’t respect.

In the end, I disputed the charge and got my money back, despite all their pushback. But this experience left me with a bad impression of how they handle customer service, and I can’t recommend a business that chooses rigid policies over doing...

We had a terrible experience at Maze Rooms on Robertson tonight.I really do not recommend.

We saw online that the temple escape room was available at 10:00 PM, so we booked it and headed over. Once we got there, the guy told us that he already cleaned that escape room and that it’s closed and there’s only one available, the avalanche (which was the one we wanted to do the least). Obviously he just was annoyed that someone booked the last spot and he wanted to go home.

So we ended up choosing the avalanche maze room. Once we got in, and got to the second room, we were told to close the small trap door behind us. We then heard the guy’s voice from the other side of the trap door and he asked if we brought the walkie talkie with us. We realized we forgot it in the last room so I asked him to open the door so we can get it to which he responded “I can’t”. And then he just fully disappeared. We kept yelling out to him to help us and give us any hint because I started stressing out that he said he couldn’t open the door. If he really couldn’t open the door, not only is that a fire hazard but that also made me feel extremely unsafe, especially as a woman.

He stopped responding and we just had to figure out the rest. Once we got to the next room (I was already pretty stressed and my brain was working so slow) he just started finishing the escape room for us and left the walkie talkie in the new room. He did pretty much the rest of the work for us and didn’t give my boyfriend the time to figure it out and then finally we got out.

He rushed us out and said he’d give us a discount if we came back. He ran out like 2 minutes after we left and got in his car and drove off. I understand that it was late but the place was still open and the booking was available online. They shouldn’t stay open that late if they aren’t going to actually take care of the customers. Worst $100 ever spent.

It was such a waste of time and overall unsettling experience. Escape rooms should be fun but you should always feel safe and looked after by the staff, which I was not.

Will not be coming back here ever and will not...

Really unfortunate experience. We had played the Avalanche room at this location previously and it has been a standout even after completing 50+ rooms. We decided to try the Area 51 room as a group of 4 and ran into technical issues at basically every puzzle. At least half of the puzzles weren’t working correctly and had to be overridden by the game master and we found out at the end that two didn’t work at all and were fully skipped. This was by far the worst experience we’ve had in a room. After we completed Area 51 we walked through the room with an employee and pointed out the issues that we ran into in hopes of helping them make improvements for future guests, but were met with a disappointing response. The moment we got to the lobby the game master went back into a private room and shut the door. We weren’t seen out and there was no attempt at an apology made at all. I suggest that fellow escape room enthusiasts skip this room until they completely rework or...