Limitless Escape Games — Local services in Stockton

I booked the bank heist escape room at the Stockton location. The problem I experienced today was with the staff, not the physical escape room. Being the hardest room, we found it to be relatively simple, though.

We arrived 15 minutes early and waited for someone to come to the desk for at least 10 minutes, even after pressing the button to call someone up front. The girl didn't greet us, introduce herself, or even say one word until I had to ask her if she could help us with our booking which was to begin in less than 5 minutes. She looked down and appeared thoroughly annoyed. She sat at the desk in silence. I told her we were all there and ready for the adventure. She said ok and then didn't stand up to take us to the room or anything. I then realized we hasn't filled out waivers. (I've done a few rooms.) I asked her and she merely pointed to the QR code on the wall that not one of us had seen or been directed to. She then sat at the desk and ignored us until we asked if we could start the game soon. She silently walked us to the room to begin and said a few things about Walkie talkies and cameras in the room (in a very rude / uninterested tone) and then asked if we had any questions. She provided a whole 2 seconds for us to answer before slamming the door. She didn't explain anything else. We found the clue board on our own, luckily.

When we were in the room, she didn't answer the walkie talkie at all or try to speak to us when we waived our hands at the cameras for help. She minimized the time clock on the computer screen to do other things on the computer so we couldn't see how long we had left. We asked for one clue, and she gave it to us in the most rude / nasty tone and seemed annoyed when we asked for her to repeat it. We asked because initially the walkie talkie volume was turned all the way down. After we escaped, we didn't really even know we escaped because no one came to tell us anything for a while. Then another girl walked out after a bit and stood there awkwardly not saying anything. I asked if we escaped and she said yes, again sounding very uninterested like the other employee. She continued to stand there in silence and didn't ask us what we thought or try to explain anything. We asked for a photo and she ignored the request. Ive done many escape rooms all over California and in other states and I've never experienced anything like this from any staff member at any location. It was very awkward and uncomfortable. I felt like I was a bother. I spent $200 for a 6 person group and would have rather taken that money and spent it anywhere else.

This was the worst experience I have had at an escape room so far and it's sad because the physical escape room was set up nicely.

*UPDATE

The owner / manager responded to me telling me that my experience was invalid and never happened because “camera footage doesn’t lie.” Never have I experienced such terrible customer service and just the complete lack of communication skills. If you can’t accept constructive criticism as a business owner, good luck!

ANOTHER UPDATE IN RESPONSE TO OWNER/MANAGER

To Michael:

I’m not a liar as you heavily implied. I suggest you check your video/audio equipment again, as it is law to you, and listen for my group discussing how rude your staff was to us. Not once but multiple times, that they were on their phone ignoring us, neglected to answer questions when asked, and overall showed a complete lack of interest in doing their job.

I hope you learn from this that you can’t tell people their feelings / observations are wrong and that cameras don’t always depict how a person feels. My group is not wrong in our feelings regarding the situation. Your responses clearly portray you as a person and everyone on Yelp and Google will see how poorly you treat your customers and your blatant lack of respect and couth. And how you advise them to not return. Great business strategy, disrespecting and turning away customers. 👍🏻 Good luck...

Did the Harry Potter room for my birthday. Was really excited to do an escape room for the first time. The challenges were pretty fun but unfortunately multiple parts of the challenge were defective. Don’t feel bad if you tried something that didn’t work when it seems it’s supposed to. The worker revealed the ending for us because we tried everything and were still stumped. It turns out things that we had tried multiple times were defective and he didn’t seem too surprised about it when he explained that certain parts of the puzzle regularly malfunction. We expressed our frustration before leaving to which they didn’t say much. It’s not the workers fault obviously but still an unfortunate experience. I don’t think I will be returning to this location unless I want to spend money on a malfunctioning escape room. Shame.

Update: The reply from the owner asking more of me is ridiculous. I gave you my honest review and complaints. Start by fixing the stuff mentioned. Contact your worker, who was fairly professional, and find out what’s not working. He seemed to be aware of the issues mentioned before our complaint, so this clearly isn’t a new problem. Have your workers regularly submit things that weren’t working during their shift, if any. If you’re having people solve puzzles, make sure the puzzles work. Accurate feedback on the puzzles after a correct input seems like it would be one of the most important things to maintain. I don’t want to spoil to much for people if they end up reading this but, if your magnets aren’t working, get new magnets. I can order a magnet overnight on Amazon in the hundreds for a few bucks. Doors were opening out of sequence....

We were a little late because of traffic and parking problems in the mall area, but the staff were very accommodating and good to us. We did the wizard room and liked the decor and mood of the room a lot. The reason for the minus 2 stars is purely because my friend and I solved this one puzzle asap because we’ve seen it before in other rooms, but it didn’t open the magnetic lock. I knew something was wrong because this is a similar type of puzzle I’ve done over a dozen times at other escape rooms, so I know it has issues with the sensor sensitivity. We asked for a clue, but it was really more of a “check in”, because we were sure it was solved, but the thing was just not working. Instead it felt like the staff might not have been paying attention 100% because they kept telling us to do things we already did and have mentioned out loud. We ended up spending a good 10 minutes just telling them what we did, only to have them tell us to do the thing we just said we did. At the end, a staff person had to come inside, solve the puzzle (exactly the same way we did) only for it to still NOT work. Just as the staff person was about to walk away to go to the control room, it popped open. As a previous manager of an escape room, I felt like someone just pressed the remote control button from afar because that’s what I would have done, but maybe 10 minutes sooner. All in all we wasted a TON of time on a faulty puzzle. Despite that, we did “escape”.

There were other puzzle QoL related issues about this room, but not as bad as the...