Escape Room Zone — Attraction in Madison Heights

Avoid going here until they fix their issues!

It's sad that I'm here writing a second bad review for this company within a month. The first came from the Chesterfield location, and now this Madison Heights location.

Here's a quick rundown of what happened. I called the company at 11:38AM to confirm that the room we wanted to do was open. I was told there is availability at 12:45 and 2:30PM.

I got my group together for my birthday and we headed towards the Escape Room Zone. Due to some traffic, I arrived about 5 mintues late (right around 12:50). I said my hello's to my friends who have already been there for about 10 minutes and then approached the counter where I was greeted by a young man, Dom. I told him the room we wanted and he said he can get us in at 2:30. I responded asking about the 12:45 one. He said they were short staffed and could not accommodate that time for our group.

This is where I inquired. How would a difference of 5-10 minutes make or break the fact that there is a staffing issue. Dom had several different excuses for us. First, that he was working with another room (which he rudely took of a walkie-talkie, held it up and said "see"), and that the other employee was working on a project that had to be done. I informed him that I called and confirmed it was available at 12:45 and I don't see how the staffing situation changed in an hour. He then changed it to, we were late, and if this was a doctors office we would still be seen, but just not on time. Okay?.. irrelevant, this is not a doctors office.

I would rather have been told "It's company policy to not allow late starts" rather than being talked down to like I experienced. Superior client service is how companies stand out, and this was nothing like that. I wasn't offered a solution (perhaps another room being available, or an earlier start than 2:30 since that room wasn't being used), just told no without so much as an apology.

Our group does an escape room each month, this time it was our second in a month for my birthday. This brings our total to 6 rooms done with Escape Room Zone, 3 of those 6 we have had issues. I guess it's our fault for thinking things can change, but all we get are empty "We strive to be the best, thanks for the feedback" responses with no action taken. No discount, no come back and we can take care of your group offers. Nothing.

I tried to call Kim, who I've spoken with more than once, but the Voicemail box was full so I couldn't even leave a message. So here we are.

I guess we will just have to avoid using this...

It took me a while to figure out the best way to update this review, so please bear with me.

During my interaction with the district manager, we decided to give the location another chance and returned to do the Dracula's Lair room. The difference in experience was like night and day. The theming of the room was great (there were a couple "modern" bits, but given what they were, I tend to be forgiving), our game master was on top of things the whole way through. All in all, a stellar experience.

I have left the original review with interim update below, but want to note that the manager let me know that all of our concerns about the other room had been addressed during the interim between visits. Definitely deserve five stars for their attentiveness to the problem once they were aware of it.

ORIGINAL REVIEW (2 stars) My kids and I have done escape rooms around the country, and this was one of our worst experiences. The only reason they are getting two stars instead of one is because aesthetically, the room was pretty good.

We did the Mystical Forest room, and it was ridiculous (and not in the fun way). [UPDATE: Specific details of the game removed.]

The biggest frustration, however, was that we have never before been in a room where the game master didn't know what we had and hadn't already done. When we had to ask for help (mostly because things weren't working), we had to explain what we'd already done or else she would start explaining steps we had already completed.

I've been to a different Escape Room Zone location and had a great experience, but I doubt I will ever return to Madison Heights.

UPDATE: I've been in contact with the district manager, and I do have to say, their customer service at that level has been fantastic. Adding another star for...

I will adjust star rating as I try more rooms

Overall venue **- Pros: Great set builders on staff, as evidenced by impressive lobby. Having many rooms on-site makes scheduling easy, drop-ins possible, and (best part) often allows a small group to tackle a room without buying 8 tickets ($$$$!!). This is critical - in my opinion most escape rooms (here and elsewhere) are best played at half-capacity. If you have a large group, I'd suggest splitting up into two rooms, then switch.

Note: online registration becomes unavailable near start time. "Call to book" is NOT code for "too late to have the room to yourself". Do call! The room is probably available.

Cons: Staff is generally helpful, but doesn't always monitor rooms, which makes asking for clues a tedious process of explaining what information (you think) you need. A successful escape is anticlimactic - no fanfare or congratulations; the timer doesn't even stop. The group simply finds itself able to access the lobby again. I'd suggest the venue add a coat room or dedicated hooks inside the rooms (rather than a bin).

-Rooms- Down the Rabbit Hole **--- Pros: Some good/innovative puzzles and tech. Expanding space. Cons: Overdependent on padlocks, labels, and paper signs. Some tech not well-integrated. Clues are too ambiguous, difficult to gauge progress.

I don't think Alice would feel at home here. I think ERZ could do better at making this feel immersive. Least-favorite so far.

Kentsworth Sanitarium * Pros: Highly immersive - excellent decor. Clever, well-integrated clues and tech. Good plot/premise. Expanding space. Cons: Some puzzles are a little contrived. Difficult to gauge progress.

Really great room (my favorite so far)! Being led in blind is a...