Break Through Reno — Attraction in Reno

I've done all the escape rooms at this location and they're all a lot of fun. I brought some family members (total of 6) to try a room, and it was Mom's first escape room. She was really reluctant to go. It's been some years since I did the U-boat room and I couldn't remember a thing about any of the puzzles there so we chose that room. About 30 minutes in, it seemed like nothing in the room made sense. We asked for several clues and even the clues weren't making any sense to us. After another 5 minutes, a staff member came in with parts of the puzzles that were vital to solving the room (they accidentally removed them from the room before the game started). If anyone has ever done a room then you know that this completely ruins the experience. We continued the room and completed it. Afterwards, we learned that they gave us an additional 25 minutes to complete the room, which was expected, but made us completely miss our dinner reservations (since we didn't have our phones we didn't know what time it was). I guess staff felt like giving us an additional 25 minutes made everything right. After asking to speak to a manager and discussing our dissatisfaction of not actually being able to enjoy the full room, they offered us a 20% discount for the next time we come. I am disappointed in the way they "made it right." I guess I'm getting old, but I remember the days of giving customers what they pay for and if the business does something wrong then you were compensated at least well enough for you not to be unsatisfied. I don't think I'm wrong for thinking that they should've given us a complimentary play in another room for another time. I spoke with the manager about this and he thought letting us complete the room was more than enough and the 20% was over and beyond. I am leaving this review strictly on principles. Dear Breakthrough ownership, you're manager stated that you are not apart of GSR, okay however, your company is apart of the "GSR Experience." You are located in a casino where people/families are spending $100s/$1000s for entertainment (I know that I am). When something goes wrong, you should be going over and beyond to make it right. Like I said, I've done every room here and have made my way through some of them twice. I come from out of town and I am a huge advocate for GSR and your escape rooms. The several hundreds you have made off me might not mean much to you, but I would think that I am at least someone that you wouldn't want to leave your establishment upset and feeling ripped off. Train your staff and do your best to make customers feel appreciated, even if that means giving up a little complimentary service when you mess...

Upgrading this review from 1 star to 3....

After writing this review Jocelyn, the Manager, reached out to me personally. She apologized for our bad experience and she gave me a gift card so that we could come back to try other rooms at no cost to us. We went back and tried U-boat: Sinking and The Sorcerer and the Fountain of Hope. We had a great experience both times. The staff was actually paying attention this time, and all of the puzzles worked as they should be. I would recommend Break Through Reno to locals or people from out of town who are staying at the hotel. Thank you Jocelyn for reaching out to try to make our last experience better than the first. Your efforts were much appreciated.

ORIGINAL REVIEW

I've done at least a dozen escape rooms and will not be going back to GSR to do another one. The room itself (Centurion Heist) was cool. The puzzles were fun & difficult at the same time; however, we did have one lock that didn't work time and time again even though we had the correct code entered in. It finally worked on the 5th time of entering the same code. Maybe the lock just has to be replaced? There was another "failed" puzzle when a key was sitting in plain site someplace it shouldn't have been. The real problem that created was that we had no idea that key was supposed to result from correctly solving a particular puzzle, so we spent a good 20 minutes unknowingly trying to solve a puzzle that was already solved for us before we stepped foot in the room. Our game master (not going share his name), was not paying attention to our room or he would have known we were working on a puzzle that we already "found" the key for so it was a waste of our time. Our game masters kept switching from male to female and more times than not they didn't reply to us when we asked questions anyway. The staff not truly watching our room and knowing that some puzzles weren't working and others had already been solved before we stepped in the room, made this experience no where near as enjoyable as others where the game masters have been super fun and interactive, and the silence at the other end of the walkie talkies was a real bummer. After sharing my experience with friends, I had 2 different people tell me the "U-boat" room malfunctioned on them & staff came in at the end of the game and told them the codes they were entering were correct, but the puzzle must have malfunctioned. I would recommend Keystone Escape Rooms or Key & Code to others who are looking to try an...

BreakThrough Reno is a fun escape room experience in the Reno area. Prior to here, all of my escape room experiences were in Southern California. I think what sets this place apart from others are the great value and generally "chill" atmosphere. I'll explain both in a minute. For those who have never tried an escape room, it's quite an experience! There is a certain thrill (and, admittedly, some possible stress) in trying to find things and piece clues and puzzles together, and it can be very fun putting brains together. It's certainly a good group experience, as you'll often find that certain people have certain strengths... and all of those unique strengths combined can help you succeed. Why do I think BreakThrough Reno is a good value? At $20 per person ($60 minimum, so it makes sense to have at least 3 people... and I would recommend the full 6 people allowed in order to maximize the chances of making it through), that's the best price I've seen out of any escape room experience I've been in. That naturally brings up the next question of whether the room, itself, was a good experience. My friends and I tried the "V.I.P.E.R's Nest" room (rated at a difficulty of 4 out of 5). The room was set up well, and there were no malfunctions in terms of the game components. The clues were well thought out. There were five of us (it was the first escape room experience for my four friends), and we were really close to making it out successfully within the time limit. Every one of us enjoyed the experience, and the good experience (despite not being successful) really wanted us to come back to try another room. As for the "chill" atmosphere, one thing I appreciated is that the worker (Cat) was trusting enough to let our group hold onto our phones, bags, etc. during the game. I know most escape rooms are actually really strict about this, but I liked how we were given the option of holding onto those things. I know that's a minor detail, but I was appreciative of that. A fantastic experience, and I would happily try another room here if I visit Reno again anytime in the...