Erebus Escape — Attraction in Pontiac

If you don't have the staff to run the games, don't run the games. Have groups reschedule or refund them (but this place doesn't do refunds, so 🤷‍♀️)

2 employees called off on a Friday night, so 1 person was left to run 3 games simultaneously and it was terribly frustrating. We were pushing the Life Line button, calling for hints, and got neglected for like 10 minutes, on 2 separate occasions.

If I was in the other group playing at the same time as us, I'd be even more angry. They weren't even able to finish their room in time because 3 people escaped the jail cells but they needed help after and just got no reply. They said they just walked around for 10 minutes, waiting for a hint or help, and the time ran out.

Reviewing the game as a whole, I now agree with some other reviews I'd read. A lot of the props and pieces have worn paint and are hard to read. The clue cards are peeling apart. We completed one puzzle correctly and the sensor just wouldn't register so we spent another few minutes fighting with it. The employee told us sometimes the Line Life buttons just don't register (kind of a bad system, having a shoddy help button). One puzzle with scaffolding is convoluted and you can't progress until you finish it. Another one, the wheels are so tightly stuck together, you have to fight to get them apart, to the point we honestly thought they were supposed to stay as they were.

In an hour, they pocketed $550+ to give 3 separate groups a mediocre time. And at the end of it, they said "no refunds but we'll give you 15% off your next room." ???? Why would we want to come back and give you MORE money after that experience? Discount the room we already paid for and maybe we'd want to come back on account of good customer service.

The only plus side was Tyler, cuz this wasn't his fault and he did his best. He was left in a bad position too, with the call-offs. But the fact their policy is no refunds (even with an absent game moderator), and a manager or owner didn't come in to help run the games,...

The host was nice. The room was half broken and missing key clue elements. The puzzles relied more on guessing then logic. The other staff member was very rude and just all around unpleasant. It's definitely a hard pass. Will try again maybe in the future once they have gotten it more together.

Update: Someone names Zack offered to comp our group another hour in a room of our choice. I was going to take him up on the offer. I ended up getting invited to go with some friends because someone bailed on them and it was already paid for. So I went. Same horrible experience. Half of the clues were left out from the previous people. The host was unknowledgeable and the other staff member (Zack) was extremely rude to another group and he was very hurried and rushed with our group. Horrible experience twice now.

Don't waste your time or money folks this place is disgusting and a waste of time and money. Not to mention the room we did was supposed to be the hardest room and we were finished in 37 minutes. And when we entered the room the timer was already going, so even though it was booked for an hour, they only were giving us 45 minutes, and we arrived 20 minutes...

Rooms are fun but the lack of customer service from this place is atrocious. I had booked a room with some friends and one of them ended up getting Covid. I tried calling them a few days before to see if I could get a refund or even a rain check since I’ve come here a couple times but no response. Had another member of the party call, no response. Sent an email to the address on file, no response. On the day of the event, I explained the situation and the two workers said they had no control over and would leave a note for the owners - no attempt to contact me. I sent more follow up emails, still nothing. At this point it’s not even about the refund, but it would have been nice if someone would have acknowledged my attempts at reaching out. If someone does have an issue that arises with this company, do not expect a response. I would’ve definitely come back but this lack of attention to customer service has put a bad taste in my mouth.

Update: one of the owners reached out and rectified the situation which appears to have been a technical issue. I really appreciate the company reaching out and will definitely book another visit...