Escape Room Coventry — Local services in Cleveland Heights

IF I COULD GIVE ZERO STARS I WOULD!!

my boyfriend and I visited this establishment in March of 2020. when we went we were excited because the website seemed promising but we were suprised to see it cost over $60.00 for both of us to go which was odd because everywhere else we have went has only been $50.00 ( we travel all over to do escape rooms) but we just thought hey maybe this one has more to offer. when we arrived the young men running the front desk were super nice and we proceeded to the room. when we got in we were amazed I mean the set up was great and the decorations were awesome....thats the only nice thing I have to say....now for the bad. we were able to receive clues but everytime er asked for one we got a delayed response. it took several attempts for them to notice we needed help. once they finally acknowledged us the clues were not helpful at all so they decided to come into the room with us to show us how...except they didn't even know how to do it. they told us to just skip over it. we were annoyed but continued on anyways. after several attempts we couldn't find the key we needed to escape so we asked for help again after being ignored they told us where it was and suprise it wasn't there. they had forgotten to replace the key. after we "escaped " I asked for a refund. we were denied a refund but was told we could come back for a free room. like I said before we traveled for this room and I live 2 hours away. I contacted them this past weekend (mind you 4 days before we were making a trip up) asking them if our free room was still valid. after reading my message they didn't respond so I messaged again, they finally responded and said the room was still valid, great right? no I messaged them again asking what I needed to do...they said I need a code and asked if I got one. I told them no and no response. messaged them again and no response. Saturday came and went still no response. I messaged them today telling them im upset....their response was sorry for the delay. like are you actually kidding me? this was THE worst experience I have ever encountered and the customer service was beyond rediculous. please spend your money else where so you don't have to deal with the headache and...

Horrible experience. I will not go back. We have done all the rooms at strongsville with no issues. We did the basement room at Coventry, and the game broke on us multiple times. Multiple puzzles didn’t work, we asked for a clue and waited 4 minutes for it to be given. We were told they were busy resetting other rooms and that’s why they had a delay. We spent 1/4 of the room time on a puzzle that we had figured out, but because the lock didn’t work we then tried other things. game master had to come in to fix the broke lock. Stated he may need to get bolt cutters for it. We were then informed after we didn’t get out that they were very busy and didn’t get a chance to reset the room correctly. We contacted the owner afterwords to express our displeasure to which we were offered “You can come back up and do the room again for free” mind you we were 75-80% through the room by now, we declined and just wanted to be compensated either via a refund or bring us back up and make it right. Let us do another room at no charge. We were told no and the best they could offer is a 35% discount.

We have done over 100 escape rooms as a group. I have never had this bad of an experience with a company. Will not return.

*EDIT I’d like to update this because the owner, John or Jay whoever it is, is a liar. What he has responded is just simply not true. No game master ever came in to fix a door for us. There was a stuck lock that they came in to fix. We spent 15 minutes on this lock because after we put the right code on it and it didn’t work, we kept trying other codes. They then gave us 6 minutes back on our timer. Not the 15 minutes like mentioned in the response. When something like this happens it ruins your flow of the game. There was never a door opened for us during the game. The game master did come in at the end and show us how to open the other door that DIDNT work. Horrible experience. Horrible response from the owner. Lying trying to save face on the...

Reservation only, rude staff, and poor customer service: Tried to register for a 9:15 room online around 7:00pm and website booted us saying they needed a 2 hour advance reservation. We decided to stop in (glad we were close), and were ignored by the 3 person staff. Other people in the waiting area said they were also ignored but waited 5-10 minutes till someone said Hi. ….All staff in the office BS'ing (6' away). None even noticed there were paying customers at the desk. Finally one came out and we had to ask if we could get a room, and explained we tried through the website, the simple response was "Oh no sorry, we're full." …"Yeah its reservation only." ...the whole time looking down at a computer. (Website said spots available BTW) I guess NO CREDIT CARD, NO SERVICE then for this business huh...…. ...more lost revenue.

No attempt to offer to fill in a later time room, or accept a group of paying customers at the desk. We probably would have done 2 rooms that night. …..We will not be returning to this millennial...