Escape the Room AZ — Attraction in Scottsdale

Update: The owner has reached out to me asking for a chance to make things right. The company has offered me a voucher good for another visit for my family. Once we give the escape room another shot, I'll be updating my review.

My family an I had a very poor experience at this location. Here is the letter I sent to the company both via their "contact us" form on their website as well as their request for feedback they sent the week after our experience.

I recieved no response from the company. As a result, I'm sharing our experience publicly:

Greetings,

My family and I attended one of your escape room experiences last night (The Submarine). I felt compelled to share our experience, as I do not think it is the experience you'd like to show your customers when trying your facilities for the first time.

Our game guide yesterday evening introduced herself stating this was her very first time hosting a room. She seemed very nice, however it became clear that she must not have been properly trained at all, as the experience suffered greatly as a result. Initially, she barely covered any details about the rules of the room, and in addition didn't quite articulate the story of the room. Once we got into the room, we started churning through puzzles at a decent pace. We didn't get stuck too much until we made it to the second room. We received one or two hints initially, however they seemed off, and pertained to clues that we already solved. Roughly 40 minutes into the game we hit a pretty clear wall where we were no longer progressing. We asked several times for hints but got no response.

We basically sat stuck at the same point for the last 20 minutes, making no progress, solving no clues. It was a pretty terrible way to end what was a decent experience up until that point. Once we were let out of the room, things were quite awkward as the host was apologizing for not really knowing how to show us how to finish the room. Eventually another host came back to the room and explained the last few puzzles to complete the room. It was particularly frustrating afterward because we were so close to completing it, but received no hints to get there.

Overall it seemed like this new host just wasn't trained well enough to lead guests through a room. It seems like it should have been something that she partners with a more experienced host to do, but alas, that was clearly not the case yesterday evening.

I have to say both my family and I were disappointed in our experience because it seemed like the room had fun and unique puzzles, but the execution by the staff didn't deliver on your web page's banner "The Best Escape Game Experience...

Our company booked this escape room. First, I'd like to state they did a great job of accommodating 16 teams with a total of 121 people split between about 3-4 days. I can only speak on my groups experience. Upon arrival the young lady greeted us and was very friendly and helpful throughout our visit. Once we got into our room we started working through finding clues and completing tasks. We reached a point in which we unlocked the first door and went into the second room. It was at this point our experience stated to drastically decline. The computer system that was needed to go on to the next step was not working. After about 15 mins of trying we asked our host for help in which they informed us it appeared the system isn't working so they were trying to see if it could be reset. The reset did not work so we ended up waiting another 20 mins knowing that we could not move on until we were able to complete the task. The young lady came back in and stated she tried to reach out managers but they either weren't helpful or did not respond. The young lady ended up just opening the box for us (meaning we didn't actually get to complete a portion of the escape room) so that we wouldn't waste anymore time and could move on. The good thing is she paused our timer so we wasn't necessarily being negatively impacted. We started working through more clues and tasks only to find out again a completely different computer system was not properly working and the young lady had to essentially complete it for us on the backend. We greatly appreciate the young lady for trying to assist and we don't blame them at all but for the amount of money we paid for the entire team(s) that we brought to this business, it was a poor experience for a team building activity. Would've liked to see what the other rooms/team(s) experience was and if they encountered similar issues.

(We had the Submarine #2...

We had a birthday party for our daughter at the Jurassic room and it was extremely underwhelming.

First, I made a reservation over the phone and they never asked for my name, number, or email. We had no record of the reservation except for the credit card receipt.

Second, they have a policy that you need to pay for 50% of the remaining slots to guarantee a private room. It seems like a money grab as we haven't seen this at other escape rooms.

Going to the room itself, the room was incredibly run down with multiple things being broken. Our host even joked about this and said they are trying to maintain it.

The story line didn't flow and the room was fairly uninteresting. We saw dinosaurs early on but it could have been so much more exciting and suspenseful throughout. The first jail cell was great but the rest was a letdown. Instead, it was just a TV with a clock counting down the time. We've done other rooms in the Valley where the environment feels so much more real. This felt like an office cubical. Certain things just happened haphazardly without any real guesswork.

Our host was very uninspired. We asked for a few clues and could barely understand anything that was said over the speakers. Then, when we completed it there was no real hurray or big thing. Our host just came in and said, unexcitedly, did you put this on there? Congratulations. We took a few photos and that was it.

The kids had fun because they were together but we could have saved $350 and played...