Key and Code Escape Rooms | Sparks Legends IMAX — Attraction in Sparks

Poor customer service!!!! Won't go back! Booked The Eighties room at Sparks location, showed up on time to location only to be told I was at the "wrong escape room" and I needed to go "to the other side of legends, as far as you can go." Apparently there's 2 different escape room sites they have at Legends. Employee said she would call over and let them know we were coming over. Who knew??! NOTHING on the website said anything about a second location, but ok, so we started walking, and walking and...nothing! In frustration we finally found a mall directory sign and the second escape room is on the OUTSIDE of the mall, hidden behind a sign and trees, off the road. Good grief! So we walk in, sure enough its the service entrance for that mall building, no one around to greet us. After about a minute and some loud coughing on my part, an employee walks out, tells us to do waiver and lock up stuff (unmonitored mind you) so I did, and THEN she says she is cutting our game play time because "you were late." ??!?!?! I said "no, you aren't! This is not our fault..." and explained what happened, and requested either a refund, my full game time, or a reschedule. She refused all of these and just said "all I can do is if no one books after you then I can let you play 60min". AGAIN, not acceptable! I spent $60 on this for myself and my daughter and I am not giving them the option of booting me. I then asked to speak to mgmt, and was "given" a brochure with a phone number that went straight to an answering machine, twice. Left two messages -- no one has yet returned my call, my money, or offered me a different play time. The employee's excuse... "the email we sent you had a map and told you not to be late." Email?? What's wrong with having an ACCURATE WEBSITE that tells me up front there are two locations in Legends??! The email is supposed to be just the receipt. And why didn't the first employee tell me they were not going to give me full time before we started walking? Coward! This is not the first issue I've had with their disinterested employees, but it WILL BE the last. Don't waste your time or money - go to ANY of the other escape rooms in town, they actually care about their customers and...

Let's start with good!! Old location employee was great, was super flexible with our group doing two rooms back back. Those rooms while difficult they both worked as intended and was great!! "Only reason it's not a 1 star"

The Bad.. new location.. while doing the other location we did 2 more, so 4 in one day. Talked to guy about a little discount for doing 4 rooms in one day and planning on other rooms next day. Was told sure 10%, while waiting to get change for cash and then was told sorry no coupon code can be used " clearly out there". We go to Comic room we had 3 things break/not work properly. I feel we spent 15 minutes just waiting to fix/test the issue. The time was stopped I guess but just not great. Next room Aquanot was great up until 1 challenge that doesnt work properly and was told its how its programmed to take more time to do... so I said its programmed to be janky then and quickly and kinda short reply saying no.... walked us out and just said bye and shut door behind... just wasnt a great Interaction and experience.. besides the Bad would be 5 stars. We have a group of 4 planning on doing 4 More rooms tomorrow and wont come finish the 4 left for the issues when there is other options while in town.. I own a business and if it doesnt go 100% perfect I would typically try to make things right but nothing like...

We’ve done many escape rooms with Key and code and this by far was the worst experience. My group and I played Sierra Nevada Bigfoot and our experience started off rocky when we found a lock that was not locked. When we found the open lock we tried asking for help via singing a song to get someones attention and we were left in silence for too long until someone realized we needed help. The lock was never locked for us and we couldn’t lock it ourselves because the code was messed up. This took time away from our game. The next issue was moon dial puzzle where we had the correct answer but we weren’t moving it in a solid motion. If we were given the instructions to do that from the beginning we wouldn’t have second guessed ourselves and had to do the puzzle over again, which again took time away from our game. There’s was also another puzzle that we got correct and something did not open when it was suppose to, leaving us questioning our answer and wasting time doing it over and over again until we were told we had it. The game masters did their best, but our experience...