Zenith VR + ESCAPE Newport News — Attraction in Poquoson

This was a fantastic experience. When you first walk in the staff is there to greet you and they are very kind and welcoming. Next, unlike all other rooms I have experienced, they start you off in a room to do a debrief kind of scenario that is acted out. I won't spoil anything but they add an extra experience in by having the staff act as a teammate (they are not in the room with you of course) instead of just telling you the scenario and saying, "Okay, this is your scenario, go on in, walkie talkie us when you want a clue..." The room we did, which was the Forest Fugitive, has an amazing theme and they put a lot of heart into the room itself. It had an ambiance that made the room challenging and the puzzles really made you think. When getting hints/clues they do it in a way that helps with the storyline of the room. This helps to not take you out of the game mentally unlike other places who just say something like "look on the wall and grab this key, etc..". This is just the beginning/opening of ESCAPE Newport News so I know that they can only get better and better! I can't wait to go back and see their updates in the future. Lastly, once again, the staff is so incredibly nice and down-to-earth. We were fortunate to have time after to chat with them about puzzles and escape rooms in general after our escape room. This time really showed that they have a passion for what they do and that they put their heart and soul into their work. I can't wait to try another...

My partner and I were really looking forward to booking an escape room here, but the experience was frustrating from start to finish. My partner called initially to book but realized he didn't have his card on hand. When he called back, he was told the payment couldn't be processed over the phone because "it was strange" that he didn't have his card during the first call. I found this response odd and unprofessional. I then called myself and didn't receive a call back for over ten minutes. When I finally got through, the gentleman I spoke with said it was "weird" that we wanted to pay over the phone and suggested we book online instead. However, there's a price difference between booking online and over the phone, which was never explained. He also didn't offer any clear reason for refusing to take the card other than finding it strange that my partner didn't have his card on the initial call. The lack of professionalism, poor communication, and dismissive tone throughout this process made the whole experience incredibly disappointing. Better communication and a more customer-friendly approach are...

UPDATE: The owner reached out to me very quickly and went ABOVE AND BEYOND to see to our satisfaction. It is hard to find private owners that value their customers to this extent. I was very pleased after our conversation and I look forward to visiting this establishment again in the future. I have updated my star rating for their Outstanding customer service and would recommend them to our friends and family.

This was our first visit to ESCAPE Newport News. We went with our parents and Aunt who had never done an escape room before. We had previously done one at a different location and wanted to take our parents so we tried this place. It wasn't the best. Very disappointing for our parents and Aunt. We got stuck on one of the clues and when time expired the Game Master came in to explain. They said we needed to follow the symbol, but the symbol we were provided did not match. Their response, "Oh that's good to know". So we were doomed to fail. It was sad that that had to be their first experience with an...