I came here for a team outing with excitement and high hopes as we wrapped up the year but unfortunately left with a terrible experience and a sour taste from the way we were treated. While the game itself was entertaining and challenging, I cannot help but write about the way we were treated when one of our team members ended up "breaking" a key component of the game early on. When the moderator realized what was happening, she immediately began yelling at us, assuming we were intentionally destroying part of the game, berating and scolding us as children and being completely disrespectful to us as customers and as grown adults. In my opinion, it was an honest mistake (we weren't disrespectful or drunk or belligerent) which she definitely could of handled more gracefully. She ended up singling out the colleague who admitted to the wrongdoing and began asking him if he heard the rules and if so, why he still broke it, even if it was unintentional and not malicious in nature. At one point she even separated the guys and girls and singled out the men in the room by saying that the girls could never do this - putting everyone in an incredibly awkward situation. Now I'm not an entitled-customer-is-always-right type of person but even after we admitted our wrong doing, she continued to treat us in an extremely unprofessional manner - forcing us to repeat after her that we do understand the various rules and that we would interact with everything gently, in order to proceed. After some discussion, we decided to continue the game but only under the condition that we were to have someone else as the moderator. Fortunately, this new moderator was kind and helpful and generally, pleasant to be around. While we weren't able to finish with whatever time was left, it was nice to see that at least someone still cared and saw us as adults. The remaining time was nice and I agree with other reviews that this place definitely has a cool twist compared with other escape the room type venues by adding various pieces of neat technology. Unfortunately, after we finished, the only thing on our minds was the way we were treated by the original moderator which essentially ruined the mood of the night. She avoided us for the rest of the night, and didn't seem to want to make any amends - maybe she just had a bad night, who knows? Disappointing to say the least.
Update re: Crina's original response to this review - I'm don't want to debate the details of what did or did not happen but I will say that we did not repeatedly ignore your instructions to stop using excessive force and as someone who was not in the immediate vicinity of the drone, I didn't realize anything was wrong until the "one point" where you began yelling. You seem to imply there where multiple instances in which we caused intentional damage but that is simply not true and you're clearly painting us in bad light. After getting the drone out it was clearly still functional but we had damaged the protective plastic wireframe casing around the drone. Even if it was intentional and the damage was as bad as you say it was, your behavior and treatment of us as people (not just customers) is ridiculously out of line and unprofessional. From your response that our "experience was affected by a few bad actors on [our] team" you clearly fail to understand and sympathize that it was not any of us that caused such distress but rather, you and your handling of the original situation. It amazes me that you, as a business owner, lack the awareness to see what's happening and apologize for your behavior (as we did for ours) and instead try to pin the blame on one of our teammates. You should be ashamed.
Update: Reason reached out and explained their point of view about the situation and apologized (see updated response to this review) about their behavior. While it does not erase this experience from our memory, I'm glad to see that they're willing to understand and change for the better. read more