| rev:text
| - Unfortunately, I don't have many positive things to say about our experience tonight at Exit Strategy. The customer service we received was unprofessional and disappointing.
Upon reserving our room for this evening earlier this week, we called and confirmed that my 3 year old niece could attend and join us in the escape room. We were told that she could absolutely join us as long as we reserved the whole room and paid full price for her ticket (understandable). We arrived to Exit Strategy with our family of 8, excited to celebrate my sister's birthday. Rather than being welcomed, the first thing that was said to us when we walked in was, "She won't be able to go into the room." (Directed at my niece.) My sister replied that she had already spoken to someone earlier in the week and was assured it was no problem. The Exit Strategy employee asked how old my niece was, then asked who my sister had spoken with, and on what day she had talked to someone. She kept asking for details about who she talked to on the phone. She then went and got another employee, who pulled us over to the side and said there was no way we could take my niece into the room. We told her about calling ahead, and she asked for details about the employee's voice and pushed to figure out who she had spoken to, even going as far to ask, "Did she have an accent?"
Side note- I was appalled that they were so insistent on trying to find out who she had spoken to. Why did it matter? An Exit Strategy employee assured her she could attend. What were they going to do if they found out who told my sister that? Fire the employee? Put them on unpaid leave? Very distasteful. If the reasoning was more to find out if a higher up employee promised her my niece could attend, I'm confused as to why they couldn't just contact a higher up employee and ask for permission.
Back to the conversation with the second employee- she refused to let us take my niece, even after we asked to sign a waiver that showed we understood it was considered "dangerous" for her to go in.
Fast forward to my sister sitting in the waiting room with my niece and the rest of us entering the Quest of Honor Room- there were literally no dangerous items or scenarios that would have put my niece's safety in jeopardy. In addition, we were only given 57 minutes to play our game. Rachel, our game master, came over the walkie talkie and said we were out of time after 56 minutes and came in our room after 57 to stop us. When we addressed this issue, she gave us 3 additional minutes but it was unfortunate because we had already been interrupted. As we walked out, Rachel congratulated us on getting 90% of the way through, which felt like a slap in the face since our time was cut short.
Overall, our experience at other escape rooms (such as Breakout Charleston or Escape in 60 in Charleston) has been so much more enjoyable. Hopefully Exit Strategy can improve their customer service experience to allow for honesty, respect, and integrity to shine through.
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