Owner followed up and tried to make things right, which I heavily appreciate. Unfortunately two in our group didn't want to come back - however, I can feel a lot better about recommending this room.
The immersion in the room is really top notch and I would say that's the biggest attraction. Some interesting and unique puzzles and some that are more "finding things." There are two other rooms in the Los Angeles location, I'll probably check those out at some point.