I made an booking for a group of 4 online about a week before our visit. When we showed up on the day, nobody was there and the door was locked.
We called them numerous times (left voicemails) and also e-mailed them with no response. After awkwardly waiting on the sidewalk for about 15-20 minutes, we left.
A few days went by, and no one ever reached out to us to apologize or to reschedule! No one even responded to my emails, so I had to call and make sure that they knew we didn't come and to not charge my credit card. The guy told us that there might have been a "power outage" but someone should have reached out to us to let us know...
WOULD NOT RECOMMEND! Lots of great other escape rooms in the city that are actually open for your booking.