Escape Lounges - The Centurion Studio Partner RNO — Local services in Reno

As a regular customer who visits the Escape Lounge one to two times per week, I’ve consistently had outstanding experiences. The staff—Karen, Connie, Selena, Heather, Mary, Natalie, and Loos—always go above and beyond to make me feel welcome. They greet me with smiles, remember my preferences, and treat me with genuine kindness and respect. It’s those consistent, positive interactions that have made the Escape Lounge feel like a home away from home.

However, I recently had a disappointing and frustrating encounter that I feel compelled to bring to your attention. After arriving on a flight from Las Vegas late in the evening of Friday April 4th, my phone was completely dead, and I simply needed to charge it so I could call an Uber. The lounge was nearly empty, and I stopped by just to ask for a quick moment to plug in my phone and grab a Coke to go.

Mario was working the front and greeted me with what I can only describe as an unnecessarily harsh and unprofessional tone. I completely understand that policies have changed regarding inbound passengers accessing the lounge—but the manner in which this was communicated was incredibly dismissive. I calmly explained my situation and reminded him that I am a regular guest, but he showed zero empathy and was rude and abrupt in denying access.

In customer service, delivery is everything. Even when rules must be enforced, there is always a way to do it with grace, understanding, and professionalism—especially with a loyal customer. Unfortunately, Mario demonstrated none of that. His demeanor was unacceptable and sharply contrasted with the outstanding service I’ve come to expect from the rest of your exceptional team.

I hope this feedback is taken seriously. I believe in recognizing and celebrating great service, and I’ve always done that with your amazing staff. But moments like these should also be used as learning opportunities. Emotional intelligence and empathy are essential traits in hospitality, and I hope Mario receives the training he needs to improve in these areas.

Thank you again to the incredible team that has made this lounge such a special part of my travel routine. I look forward to many more visits—with the hope that every interaction reflects the high standard of service you’ve set.

Sincerely, A loyal Escape...

Unfortunately I had an unpleasant experience. Lounge was getting busy and I was waiting for a table to open up as I had a seat with no table.

Seat with table opens up and I move my stuff, only to be yelled at across this small lounge by a worker named Karl that states I can’t sit there. Everyone turns around to look at me (quite embarrassing) and I ask him why not? He states that they are on the verge of starting a wait list and that a family and kids would be taking this table and repeats that I can’t sit there.

Of course, I gladly give up my table/seat for the family but I was quite offended at the gentlemen’s tone when he approached me aggressively. I believe he realized this as he offered to help me move my bags and told me “you have a great seat already”

He was also quite aggressive when I went back to see about getting an open table after if I found one open, and told me his name is Karl “if I had any problems”

Food and drinks were great though

*EDIT

The same worker ended up having an altercation with another visitor of the lounge, started swearing as he made his way toward the kitchen, and said he was “lucky he didn’t beat his a**” because of some disrespectful comment made by the visitor. While I don’t condone disrespectful comments, it’s evident that this worker is unable to control...

Was great...until it wasn't.

Arrived at about 8pm. We were greeted nicely and informed: Club closes at 10pm. Bar gives last call at 945pm. Food removed at 930am.

All good. My wife and I had some food and sat back. I had a mini donut. At 902pm my wife decided she would go get a donut as well. They were gone, as were other items. When she asked why, she was told "they were put away already". She came back and told me. It just didn't sit right that the food would be removed earlier than we were told. When I questioned it, and I quote, I was told "the donuts were hard and going bad". I replied "well, that's a little concerning since I had one about an hour ago". No apology...just indifference.

By 910pm and chair that wasn't occupied was turned upside down and set on the table. A lady walked in looking bewildered and found a single seat at the back. Another lady walked in with her young daughter and I asked if she wanted my help getting a chair down.

I understand the staff are looking to get out of there. Just be upfront when people enter. Let them know that although the club is open until 10pm, they start tearing it all down at 9pm.

On a lighter note, the bartender that evening was...