13th Gate Escape Rooms

TLDR: A group of us had a bad experience, contacted the 13th gate afterwards and were given a full credit for another game playthrough.

My SO and I along with 6 of our friends made our way here this past Saturday (my 2nd time). We did the Agent 13 room and had a couple of problems along the way.

First we got to a part of the game where we had the correct answer to the puzzle to proceed. We were told by our gamemaster that we were wrong. We regrouped and got the same answer and then our gamemaster said they'd check our answer and it turned out we were right all along and they opened the door for us to continue.

Later we came to a point where 2 puzzles weren't functioning properly and we had to alert the gamemaster. She was like oh ok, lemme just open the next door for you.

I sent an email to them afterwards letting them know everything. It bothered me because clearly the issues had been persisting all day. It could've been handled differently as in letting us know from the jump that problems existed and that the gamemaster would be checking on us frequently so they could intervene once we got puzzles correct. It just wasted time on our gameplay that we couldn't get back.

Anyways, I got a response back today saying they were issuing a credit to my account for free game for 8 people to take part in which was more than satisfactory to me. Honestly I was just expecting a discount if anything and I've gotta say I wasn't planning on returning after the other night, but they definitely responded in a way that I'll be recommending them to a lot of people.

Just a very solid business move and I was pleasantly surprised. If you're into escape rooms you should definitely consider trying them out.