Terrible experience at Brighton Escape Room. Our host was rude from the start, likely because we were 10 minutes late but my group are perpetually tardy for just about everything and never before has this personally offended an escape room host. If you exceed the grace period they will start your game timer. That's fair but not even the case in this situation. Instead our host decided that she would assert her authority as an escape room nazi. Less than one minute in we were scolded for not paying attention to the video. It is apparently against their rules to look around the room and god forbid, don't touch anything before that video ends! That wasn't my experience the last 3 times at this location, but okay we just laughed it off. Later my daughter was yelled at for picking up candles. "Don't touch the candles, they are not part of the game!"
Oh, no, someone vaped. Another scolding. This is going to be a long 45 minutes. When we asked for the first clue the response was, "You are not there yet." We had to ask again for some sort of guidance, please. Pretty please? I did not pay $170 to be yelled at and beg for clues. They ended the game with 1:30 left on the timer. We let ourselves out.
When I asked the lady at the desk to please tell me the name of the host, I was immediately met with confrontation. "Is this about the vaping?" No, I respect that, this is about the host's poor attitude and complete lack of customer service. She still refused to give her name -actually said it's confidential but a good host introduces themselves to their guests, right? Now I'm told her rude behavior was justified because we started the game before watching the video when we were specifically told not to! I'm a bit taken aback by this response. Not only were my concerns completely dismissed but now I am being scolded again! By this time I've gone from annoyed to irritated. Long story short, the staff ruined what should have been a fun experience. The game was fun, challenging and well designed with interesting props but the Manager, Morgan and the host, Allison could benefit from basic customer service training. The lady who refused to give the name of the host was the manager and instead of acknowledging my concern, she accused us of wrong doing. It was bizarre.
Don't waste your money here. There are plenty of other escape rooms, some with staff who actually enhance your experience and management that knows how to handle customer feedback professionally. read more