|Address:||3301 E Royalton Rd, Broadview Heights, OH 44147, USA|
|Working:||Closed 12–10PM 12–10PM 12–10PM 10AM–12AM 10AM–12AM 10AM–12AM|
Not a good experience! The manager D. Moeritz needs customer service training! I purchased a Groupon for 12 people with the intention of using it NYE 2015. In trying to book the room, I found the website difficult to navigate. On Dec. 23 rd I called Ultimate Escape to try and book over the phone telling the employee I wanted to book for NYE. The employee that answered had know idea how to take a reservation and told me her manager would have to call me back, so I left a message. It took another message and an email to the manager D. Moeritz to return my call. When she finally called me back I had already figured out (at least I thought) how to book the reservation, but came to find out when speaking to D. Moeritz that they were going to be closed NYE and my reservation was actually for Jan. 1st. I told Moeritz that I knew for sure I had choose Dec. 31 on the drop down calendar (online booking system). She said the reservation system they use was the most widely used one on the net and proceeded to over talk me. She did not give me an opportunity to vent my frustrations and did nothing to diffuse my disappointment. In fact she said I should have confirmed the date when I received the email. Not once did she say "Im sorry you had such a difficult time booking or Im sorry we are going to be closed NYE." Had she shown me on ounce of empathy or given me an opportunity to speak, I would not have become so upset. In fact because I did become upset, she told me she was not going to talk to me any longer because I was yelling at her. It was at this point that I told her I would NEVER visit Ultimate Escape and hung-up. I went back and checked the online booking system to make sure I wasnt crazy and put in the Dec. 31st date again. The system automatically bumped the reservation to Jan. 1st WITHOUT any notification that they were changing the date because of being closed on NYE. in fact On the booking screen it showed two dates Dec. 31st date and the Jan. 1st. Very confusing! I wish I could show a screen shot here for demonstration. My purpose for writing this long review is that I hope someone (owner) of Ultimate Escape gets the manager some much needed customer service training and that they take the time to investigate their booking system to explore "why" I had confusion. Lastly employees answering the phone should be trained how to take reservations over the phone. This all could have been avoided if the employee who I originally spoke to would have told me they were closed NYE.
We booked a group of 9 of us for the classroom escape. This is advertised on their website as being for 6-12 people. Not only were we looking to have some fun with friends, but I wanted to check this out for future team-building opportunity for my associates from work. When we got there, we were told that another 6 people would be joining our team. We voiced our dissatisfaction with this, as we wanted to do this room with just our group. When I asked why our group of 9 wasnt able to do this on our own, I was told that this can be up to a group of 15. Convenient. Why is this a maximum capacity of 12, but we werr forced into a group of 15 with 6 strangers. Although the group we were forced to do this with were extremely nice and fun people, this is not what we wanted. If I booked a work group for a team-building night, are we going to be put with others again? This defeats the purpose of team building with your colleagues. I will definitely look into this with my staff as it is a great opportunity to work together, however, I will be taking my business elsewhere.
The whole idea and room (zombie garage) was a great idea and was fun but the fact that they misplaced the correct key in a clue with one that did not open the box, causing us to not escape was a big disappointment as well as our group of 8 being put in there with four other people. The room is just simply not big enough for 12 people. They need to think of the groups and sizes before sticking people together in there. Once the zombie is released the first time there is little room to do anything with that many people. Between those two things and starting us 35 minutes late I was disappointed with our first visit to Ultimate Escape Challenge.
Our escape had several technical issues the most annoying of which being the staff did not keep track of the keys that we had / had not discovered resulting in them having to come in and search thru spots revealing key locations we had not yet found. Most positive aspect of visit was the friendliness of the staff and the feeling they actually cared as their offered escape experience plummeted into an entropic disaster.
I just took my 4 grandsons ages 10 to 15 to this last night. They were so close to getting out. They now want to come back to do the Darkroom next. The adults that were in the room with the boys were absolutely great. They worked very well together not knowing each other at all. Something fun for All ages Thanks to the staff there also for my great experience. YOU GUYS ROCK!!!!!!! See you again soon
We took a group of 12 kids for my daughters 15th birthday party to the Zombie Garage. The staff was so kind & helpful, and did a great job of reading the group & guiding them where necessary. Although they solved the clues a few seconds too late, they had a fun time & laughed about their experience all night long. Definitely a memorable evening for the kids (and spectators!). Thank You!
Wasnt sure what to expect for our first time in an escape room but wow was it fun! And better yet, we cracked the code! All the employees were fantastic and the family that my family got paired with was great! Ages ranged from 11 to 50+ and everyone was able to contribute. Groupon was a great deal but Id go back at full price and recommend it to anyone.
This place is great! The employees are wonderful and a lot of fun. I had a blast with my family! It was so great and the owner is so kind and worked with us to get a time that worked! We had a game guides Lauren and Ashley where AWESOME! Sam the front receptionist was so kind and caring! I cannot wait until they open more rooms!!!!!!!!!!!!!!!!!!!!
We chose the Classroom and really enjoyed it. I thought it would be more for kids, but it wasnt! -we really used all our collective brain power to solve the room! we had 6 adults and 6 teens, and everyone was engaged the whole time. Fun and great feeling when we solved it!!
We drove out here from Cali to visit... and found a brochure in our hotel room. My BF was skeptical, but I assured him it would be fun! I have tried once in LA, and had a blast. At the end, we both ended up having a great experience... thanks Bob!! Very cool...