The Panic Room - Niagara NY — Local services in City of Niagara Falls

I really didn't want to leave a negative review without speaking to a manager or owner, but I unfortunately was never contacted. Because I am passionate about escape rooms and want players (especially new ones) to share my enthusiasm- when I come across one that feels as if the owners and employees just don't care- its discouraging.

We arrived to play the Cellar. A young lady greeeted us but didn't give her name. I asked about the locks- in case there were any we didn't recognize. I was ignored. We were put in the Cellar. There was no backstory or introduction. She said the TV was broke and gave us a walkie talkie. We also noticed several cords and wires hanging out of the electric socket. Didn't look safe so we didn't touch.

We struggled from the beginning. Once we started looking around I found a piece of newspaper that I figured was a clue. Then the game master gave us a 3 digit number. This was because the maglock that would have revealed the clue was broke.

We then struggled with a puzzle that we knew we had correct. We asked 3 times if we had the puzzle correct. The 1st time she said yes. It didn't work. We asked again and described the pattern. Then she said we were wrong. Upon asking the 3rd time she told us not to worry because solving it would give us a message on the TV- which we were told was already broken.

Then we found a wrench and removed a pipe and kept looking for something. We finally asked if something should be in the pipe. She said yes but there was nothing there. We turned out attention back to the scraps of newspaper and thought they were a clue and tried to work it out.

We finally ran out of time. She explained not many people escape. I then asked about the newspapers. She said they were just trash and not part of the game??

I understand sometimes there are things that break or don't work correctly in a room. However your game master could have paid more attention so that when we worked on broke clues and props she could let us know to move on. We looked forward to playing and it really was not what...

First, the reservation arrives with instructions that the door will be locked when you arrive so ring the doorbell. Then we had to ring the bell over and over, nobody came. We were stuck waiting at the front with a bunch of people smoking around my kids. So we moved about 15 feet away while waiting. So I called the phone number to the location. Eventually a kid came to let us in. Then he got locked out of the door to the business with us, so we had to wait again in the breezeway for an extended period of time until a group that finished their escape room experience left and let us in. When we finally made it to the business, the attendant girl apologized for that delay. She wasn’t ready for us yet so she and the kid went to reset the room. When she came to get us to get started she gave us the back story to that experience. She could have made it so much better. She explained that we get three clues. We would be on camera and audio so all we had to do was ask. So we go inside. Everything in the room is busted, dirty, or worn TF out. Then when we start asking for clues, we keep waiting a very long tome and ask again and again. The clues get sent to a monitor with typed clues so we understand it takes a moment to type. But this is not what we are talking about. At one point some of the props stopped working and the girl comes in and apologizes and said the computer went out, so she has to reboot it. So we lost our timer completely. Then once she got it back online, we asked three times several minutes apart for our next clue with no answer. I literally had to open the room door and holler for her to send the clue. We have done many escape rooms before. They are always clean, well furnished with a lot of props and clues that all make sense and in an order that makes sense. This place is a hot mess. It’s over priced, under maintained and poorly run. We did not have fun at all and it was a waste of money. Save your time, save your money, and go...

Worst experience I've ever had in an escape room. I decided to book for March 3 2024 for my birthday for the 12:30 PM time slot for one of the games. It told me I needed to call to book on the site. I get a hold of customer service and they let me book and I paid for the escape room DAYS in advanced since they told me they found a staff member that's able to accommodate us.

We come from Toronto, hoping to get a great experience. We arrive at 12:20, doors are locked. We ring the doorbell, nobody answers. We call support, they say someone will come down and open the door for us. 5 minutes go by and absolutely nobody came and we are just sitting outside waiting. I call the place back and next thing you know, I get told the staff member that was supposed to be on shift was feeling "unwell" and the customer service person was only told that last minute. I don't know about you, but if you are sick you don't call in to work 5 minutes before your shift.

This absolutely ruined my birthday plans. Poor time management and laziness from the staff to show up to their shift. I highly doubt the staff member was sick. That literally doesn't happen. You don't call in to work 5 minutes before. We were offered a refund, but unfortunately left me and my group basically going all the way there for no reason. I decided to come to the U.S. mostly for that escape room because I've seen good things about it on Google maps and their website. If you want to book at this escape room, MAKE SURE STAFF WILL 100% BE AVAILABLE FOR THE DAY YOU SELECT!!!! I will probably never come back here due to the poor experience...