Hi, Alex here - I'm the Operations Manager at clueQuest. I can only apologise for the issues you encountered here. We always try hard to have every customer enjoy the absolute best experience possible, but it is unfortunately the case that occasionally there are tech issues. I believe in your case the initial issue was related to a motor dying and being unable to open access to a key puzzle element. This was fixed as soon as possible, but would have delayed your game for 30 minutes or so, and so your group was moved to our other copy of that room. The second issue was a result of that game being started part-way through. I reached out by email as soon as I came into work following this incident with our offer of compensation and haven't yet heard back from you. I would welcome the opportunity to make up for the issues you encountered, so please respond to my email (or reach out to our customer service team seperately if the contact information we have for you is not correct) and I will be happy to discuss things further.
Our managers are trained to not promice refunds, as all situations must be assessed by myself or one of our owners, as we want to make sure we are personally involved.