Escape the Room San Antonio — Attraction in San Antonio

TLDR: Western Bank Heist props are broken/malfunctioning and customer service from the staff doesn’t exist. The staff are rude and operate a game that doesn’t work properly and then won’t refund or even apologize for the issues.

Awful final experience at an outdated and broken game. This is the 3rd escape room we’ve done here.

The first {The Agency} was fun. Room was interesting and even though we didn’t get out, it was fun, modern and challenging. The second was iffy {The Dig} because the people assigned to the room with us were intoxicated. We were surprised they were allowed to participate, but ended up having an okay time.

That leads us to the finally room {Western Bank Heist} which we played today. The game is outdated and the props seem to be broken. Despite being non-linear and not very exciting, in general, the issue was the puzzles/locks don’t work. One requires a specific set of information which is printed very small and the right answer is only found at the top of a clue (unacceptable for kids/short people/people with poor eyesight, etc).

The biggest issue was the safe. The “key” to unlock it didn’t work properly and after struggling for 10 minutes to get the prop to work, we were told “the wires don’t matter” so we continues to struggle and try to find different ways to make it work - we finally decided that with a clearly apathetic and unhelpful game master, that continuing the game was pointless. The game master, Calvin, is also difficult to understand because he mumbled. His clues aren’t really helpful and he’ll let you struggle for a significant period of time before he’ll answer, even if you repeatedly ask for help. Basically, he just ignores you as time ticks away.

We’d wasted so much time and nothing was working. We walked out of the room with time still on the clock. The game master would have let us walk out of the building without even asking what was wrong or why we left the room without finishing. We had to point out the problems in the room and then show him the broken prop. He couldn’t have cared less about our poor experience. I asked for a contact email to resolve the issue. There isn’t one. I asked for a phone number or manager to speak with someone about it, since the experience was SO bad and customer service was non existent.

He said the manager, Cam, was in the control room with him (so clearly he’d heard our concerns and didn’t even bother to turn around and help address the issue or come speak to us.) when I asked him to discuss the issue, he basically insinuated nothing was wrong and no one had ever complained about the prop before (even though he admitted the last one broke and this was a new prop). He stood there, petulantly rolling his eyes snd cracking his knuckles, then shrugged when I asked about the poor customer service. He finally offered us extra time in the room but we declined, since the props don’t work effectively. Why try to play a game when nothing works as it should?

Looking over other reviews for this game, it’s clear we are NOT the only people who have had this issue and it’s obvious the owners don’t care to fix/update their broken room or address their appalling staff attitude.

Don’t go here; save your money for a better...

The room was much like any others-- find numbers, use them as "clues", repeat-- but I'm reviewing the overall experience of this visit, which was pretty disappointing.

To start, I will give credit to them for honoring the grace period. We had people show up late but still within the 15-minute window and so our 60min clock didn't start until then.

Unfortunately that's about the only good thing I can say about it.

Bathrooms-- disgusting. We were there on a Saturday so I understand it could have been busy but there's always time to do some cleaning up.

Customer service-- lacking. Before the escape began, we were told we could ask for as many hints as we wanted, after a certain time. Perhaps we misunderstood, but half our group heard that loud and clear. That was not the case. We asked for three hints, and beyond that we were told we could not recveive any more. So we had fifteen minutes of just hitting our heads against the wall.

Our host, though that is a generous title, was not the one who let us out at the end. Not sure where they disappeared to. The young man who did come get us told us that he had no time to discuss any of the clues with us. We were stuck on one item. He confirmed we were doing it right, but it still did not work. He would not show us. He said he had to get the room ready for the next group. Previously he had said there were no groups after us. Nobody was in the lobby waiting, and there were no more reservations made.

Throughout our visit, we had a friend waiting in the lobby-- she showed up too late, he would not let her into our room even though we paid for it. Ridiculous. She said they were turning down multiple smaller parties while we were in there. The paties may have been too small, but they weren't getting any other business so what's the point in turning down willing customers?

Finally, as we went out to the lobby to get ready to leave, we never saw any employee again. Nobody came out to ask how the visit was. Nobody ofered to take our photo, with all the props they have there. We didn't want any, but they didn't know that.

Anyway, overall this was a waste of money. I do not recommend,...

I adore escape rooms—I’ve done tons of them and this was my worst experience ever.

My husband surprised me with a scheduled escape room experience here for Valentines Day. We showed up about 10 minutes early. A guy in a Tom and Jerry shirt asked if we had been helped. He said we were the last booking of the evening and instructed us to fill out waivers and he’d be with us shortly. We did so and sat and waited. We didn’t see him again until 45 MINUTES after our appointment time as a group was leaving. He came out and asked us if we had a booking…. We said, “Um, yes, you spoke to us almost an hour ago…” He apologized and said he was the only one there (though I’m not sure why he asked us when we arrived if we’d been helped if he were the only one there). At this point, we had a dinner reservation in 30 minutes, since we know these things take an hour. We asked to reschedule so we could salvage what was left of our Valentine’s Day. He was able to reschedule for the following Friday, for an additional fee, which I felt added insult to injury, given the terrible service we had received.

We showed back up on Friday, where it reeked badly of marijuana (due to a huge group of stoned guests arriving before us). We were eventually greeted and brought to our room and explained the scenario. As stated earlier, I’ve done a lot of escape rooms, escaped many and lost a few. All were great. This one was awful. I’ve read other reviews of this place that I totally understand now. I’m not going to divulge room details out of respect for the nature of their business, but there were solutions that seemed absolutely random and the sequencing of things was incredibly odd and poorly planned out. The first puzzle took us 30 minutes to do, and only one person could do it. I was basically there twiddling my thumbs while my husband worked on it.

We both left dumbfounded following this laughable room…As another reviewer on here stated, I do want to stress that none of my feedback is because we “failed to escape” the room lol. I would have been disappointed win or lose. The room was not challenging, it just made no sense.

Would...