We dropped in with some friends from out of town hoping to be able to play a game. The guy said we had to book an hour in advance online and wouldn't even let us play the game. We offered to pay cash, he said no. He said he didn't have anyone to run the game even if we played it (so what is his purpose of being there if he couldn't run the game for us?). This was by far the worst customer service experience at an escape game and we have played over 50 escape rooms with no issues dropping in (even with the same booking system).