Puzzle Room Reno — Attraction in Reno

Highly recommend the Egypt themed room - we had to ask for a couple of hints, but for the most part it was fairly straightforward about what you should do and where things went. We decided to do a second room and were given a discount for booking again same day, which was appreciated! However, I really do not recommend the Asylum room. PSA - they handcuff you before you go in, if this is something you are not comfortable with do NOT book it (we weren’t made aware until 2min before entering). This room’s atmosphere is nice, but in my opinion it needs some work. (Slight spoilers ahead, but not really) they give you way too many numbers, letters, etc with nowhere to put them at all, or in one case they give you 20ish different combinations that you have to brute force and waste a good 10min on. Additionally, there’s an item you have to retrieve that, if it isn’t positioned right, the game master has to come in and fix it for you, wasting additional time. A 39% success rate isn’t a flaw with the players IMO, it’s just a reflection of the room needing some reworking. The atmosphere of this one was really cool, so it’s a shame that it just made me more frustrated with the issues it has more so than being able to enjoy it. (One more thing, minor spoilers: you are supposed to be able to find a key for the handcuffs. We asked for hints multiple times after we allegedly were supposed to find the key, but we were never given any hint to let us know we should have already found the handcuff key. This made things a LOT harder to do, and we should have been made aware during one of the multiple times we asked for hints beyond...

I am not the one to usually write reviews but I definitely believe people should know about the customer service experience I encountered at this place. If I could leave a "ZERO STAR" reviews, I totally would. I called and made reservations for 2 different rooms for a group of 11 people for a 21st birthday party. We arrived for a reservations and upon sitting in the lobby awaiting for further instruction upon each room, the "puzzle master" was EXTREMELY rude. She had the upmost attitude toward my group saying "Do you ever stop talking". That was jaw-dropping to hear. Like what kind of place says that to their customers? Another time, there was one of our members holding an empty can trying being polite not to throw it away in the middle of the "puzzle master" presentation. She turned around and again, with the rudest attitude said "You need to throw that away, LIKE RIGHT NOW!" I was furious after that and knocked on the door demanding to speak to a manager. The lady who came out and claimed to be the "manager" basically said the other "puzzle master" person did nothing wrong. To her face, I expressed this is probably the worst customer service I have ever experienced. For this exact encounter I had, this was the first AND the last time I will be ever going to this...

From the moment we walked into the building the gamemaster, Lina was very irritated and rude. We had arrived with a group of 11 and during the instruction video the young girl barely smiled, had no excitement in her voice, and clearly seemed to have not enjoyed her job. After snapping at the group of boys because they were talking amongst the intro video, instead of asking politely “could you please pay attention to the important instructions” the young girl said “do you ever stop talking?” Then ran away to the staff office. After a few minutes of us sitting astonished she came out with extreme sass and said “you’re going to have to do something about that” and gave no context to what she was talking about then snapped back when we asked her to clarify. She was extremely rude and did not exemplify customer service one bit. I understand if you have a large rowdy group it can be a bit overwhelming but her attitude was uncalled for. I have never witnessed such poor service. Thankfully the manager stepped in and allowed us to start and end our escape room without any...