Ok, I'll start off by saying that this is hands down the best themed and immersive escape room in the US. It has tons of amazing details and a great story line. (I've done The Study and The Basement) I'm giving a 3 star review because I've had two separate incidents involving their customer service and it's left a bit of a bad taste in my mouth.
**I'll keep this as vague as possible to protect the fun for others**
There's a critical prop needed to solve The Basement (you cannot solve this room without this prop)
After 15-20 minutes of our prop not working, we failed the room, leaving us feeling sad and defeated. The gentlemen working that night gave us no explanation of what we did wrong AND didn't tell us that our "critical prop" wasn't working. We weren't even aware that it was impossible for us to solve the room without that prop until the next day after consulting with others that have completed the room.
When you pay $59.00 a person (472.00 for all 8 of us) whoever was operating our game from the outside should've immediately noticed and fixed our prop so we could complete the game. Instead they chose to let us fool around with a broken prop for 15 minutes and lose.
The rooms that The Basement has created are amazing and really fun - it just seems like they need some customer service and management training.