Willoughby, United States
38721 Mentor Ave #3
N/A
+1 2166772274
Good for kidsToiletsNo restaurant
Wheelchair-accessible car parkWheelchair-accessible entranceWheelchair-accessible toilet
No Show - TWICE! We originally booked a room for Cleveland Heights. Family was in town so we figured it would be a great idea. We drove out there only for no one to show. We asked the store owner next door and he advised they are late all the time or don't show. We waited 30 minutes and no one ever showed. They have a general number to call, which only receive a voicemail. We were able to speak with Kate, General Manager, who apologized and advised to reach out when want to book a new room. I went to reschedule a new room as we had family in town for the holidays and thought they would make it right. Kate would not answer her phone but was kind enough to book a new reservation through text. We scheduled for Willoughby this time as she advised Cleveland Heights is inconsistent with having someone show up. We arrived early and no one was there. I tried reaching out to Kate a couple times via phone directly and she would not answer. She would text back though. She said she was looking into it and then advised she was sorry she could not get ahold of the staff. I tried calling her again and she rejected the call but text back immediately. Twice they were a no show and poor customer service from General Manager. You would think after the first time of a no show they would ensure someone was there the second time. But they didn't and not even a courtesy call nor would general manager answer the phone. It says alot about the kind of company they are. Trying to support local business during hard times and all you receive back is poor customer service. I would not support this business at all and will ensure others are aware. We ended up going to Escapology in Mentor. They were extremely professional and friendly. They took us in last minute. I would highly recommend going to Escapology in Mentor if you want to ensure they will be there and if you want great customer service.
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This place is an absolute joke. I booked on a Thursday for the following Saturday, and my confirmation email stated the room was for that night, Thursday. So I sent an email and left a VM with the willoughby location. Someone called me and said that it must be a “glitch” in the system, the night I wanted, Saturday was 100% booked and ready for us. So we show up Saturday and no one is there. I called the guy back and he said there was building issues apologized and said I’d get a full refund and a free room. A few days goes by so I reached out asking about my refund. Someone else got back to me and confirmed I would get my money back. Then I get ANOTHER call saying “my boss won’t give you a refund bc you were booked for Thursday and didn’t show up”. I sent him text messages proving this was not my fault and I made sure my booking was correct, and now they are IGNORING ME! I was nothing but kind and understanding up until this. This is no way to run a business. I am absolutely infuriated with the lack of maturity in this company.
My roommate asked me to go to an escape room last night. We played Edge of the Enchanted Forest in Willoughby. It was great! Some of the puzzles didn't make much sense, but I loved that you started in one room, then had to solve puzzles to open further doors - more creative than the ones I've done where you're in the same room the whole time. Thanks, Cameron!
I had a great time. They updated the enchanted forest room and it was so fun and challenging. Gates was awesome and did a great job welcoming us. We will definitely be back.
My companion and I did The Enchanted Forest. I've done 80 or so escape rooms and this one was by far the one I would say was not meant to be 60 minutes long. There just wasn't much to it. We got stuck on two things and had to ask for hints. If we hadn't spent the 10-15 minutes struggling with those two things, we likely would have been out within 20 minutes. So, that was disappointing to us as enthusiasts, but it's probably a good room for beginners. The room itself used riddles and provoked thoughts so the few elements were good. Months following my initial review, I returned to complete a second room - Gearworks. The room simply could have been improved if the automatic releases had audible or visual cues. Many times we solved a puzzle correctly but didn't realize it because something silently unlocked. Thus, we either kept working on the solved puzzle or ran around the room in frustration not sure what to do next. Most of that could have been avoided if there were just cues from the releases! Had there been, I imagine the room would have been deemed good or enjoyable.
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