Hi Holly,
Thank you so much for taking the time to leave such a detailed review. As one of the owners, I want to personally apologize that your experience didn’t live up to the standard we aim to provide — especially after hearing how much you appreciated the room design and puzzle creativity. That means a lot coming from an enthusiast with your experience.
It’s incredibly disheartening to hear that the game master negatively impacted your visit, and I want to assure you this isn’t the type of experience we want anyone to walk away with — especially someone who shares our passion for this industry. We take your feedback very seriously, and we're already addressing it with our team to ensure better training, communication, and awareness — especially in cases where specific player needs are shared in advance. We opened a few months ago, and your game master for the evening was actually in their second week of training, but there is no excuse for this kind of miss. We are addressing this immediately, and are grateful for the feedback, to ensure it never happens again.
You’re right: our rooms were designed by enthusiasts for enthusiasts, and we hate knowing that our actions made you feel otherwise. Please know this wasn’t our intent, and we would love the opportunity to provide a better experience for you in the future.
Thank you again for the kind words about the puzzles and the lounge. We truly hope to earn back your trust in the future.
Warm regards,
Cody Oher
Co-Owner, RYCO’s Escape Room & Lounge