Having done some escape rooms before, I know the general situation to expect. City Mazes has two different rooms and we did the Lost Cabin. I'd read some reviews online that had positive things to say about this escape room and it sounded a bit different so I arrived at City Mazes very optimistic and excited to see what we had to look forward to. I should have kept my expectations low.
We arrived at the location and were greeted by the staff. There were two people on the desk who were very friendly and welcomed us in. We were given a brief overview of what to expect and taken into the room. The timer began and we were left to it. We were explicitly told that anything that could be moved with a hand could be, and anything that couldn't be should be left where it is.
The first task was to get the lights on. After this we looked around to see what other clues and tasks that we had. This was where the escape room idea started to fall apart. There was a computer terminal that we spent a lot time looking at trying to figure out what to do with. It was powered by a loose cable on the ground that we plugged into a port on the side of the terminal. After asking for a hint, we were told that we didn't need to touch this at all. So, that was time wasted. That also made me wonder if the cable should have been messed with. It was just lying on the floor with a bare live wire and a bare earth wire, so that seems like a whole other issue. Other things were also loose: a table in the corner had the top of it coming loose and could be lifted up, the chair in the middle of the room was only screwed down on one side which meant that it could be easily rotated. Now that we know that these things weren't meant to be moved I assume that they were meant to be secured properly, however, it looks like the rooms don't get checked properly in the 15 minute gaps between sessions.
As we started to run out of time, and with less than ten minutes left, we decided to give in and ask for help. There was a walkie talkie in the room so that you could ask for help and we had been trying various different things over and over and getting nowhere. The clue that we were given was something that we had spent the previous 30 minutes trying to do and yet we were getting nowhere. One of the guys from City Mazes then came into the room to show us what to do just before our time ran out. Not only could he also not trigger what was meant to happen but he commented on other things that we had achieved that we shouldn't have yet. So, not only was the escape room fundamentally flawed by the fact that we couldn't get any further because a trigger was broken, somehow we'd managed to solve puzzles that we shouldn't have been able to have solved. Time ran out while he was looking at this broken trigger and then we left the room, unimpressed.
We asked about getting a refund but the staff were unable to offer this to us. Since bookings are taken online I assume that the reason is because they don't have cash on premises, which is fair enough. We were offered a free voucher to come back and do the other room. However, we were a group of friends that met up in London for the day from various parts of the UK, so this wasn't a viable option. We were given the mobile phone number of the general manager, Lisa Palmer, to contact regarding this.
One of our party called her while we were still at City Mazes. There was no answer but we left a voicemail. Lisa emailed him later in the evening to say that she would look into it. She then emailed again to say that there had been some damage to the room and that they would need to watch the CCTV footage to see what had happened before progressing this, again, this is fair enough. Time passed and we attempted to call her numerous times but Lisa never answered. She eventually emailed to say that she would process a refund for us. More time passed and we had to chase her again. Once more, she never answered her phone. All communication was via email. We were told that she had requested the refund but it can take time with the card issuer. Yes, this is true, but not to the length of three weeks which is what it had been by now. We eventually received the refund, today, after a month and two days of waiting. Just to reiterate: Lisa is the one and only point of contact regarding any complaints or issues and she never answered her phone a single time.
All I can say now is, to anyone else who might be interested in doing City Mazes: don't. This is a company that clearly has no regard for their customers or providing a decent service. Once they have your money they simply don't care about what happens afterwards. If we hadn't had kept on at Lisa for a refund this past month I doubt we'd have got it. Escape rooms are very popular at the moment and there are more than enough around London to choose from so, take my advice, choose a different one and avoid the same disappointment that we endured. read more