L’Ultime Secret

Hello, I’d like to share my feedback regarding my recent experiences at your establishment. Over the past two years, I’ve had the pleasure of participating in all of the rooms currently open at Le Grand Asylum. Each time, I’ve been impressed by the quality of the immersion, the professionalism of the staff, and the carefully crafted, captivating atmosphere. These experiences remain among the best I’ve ever had in an escape room, and I thank you for that. However, my last visit this summer with my girlfriend marked a turning point. The staff member in charge of our session was unpleasant, seemed disengaged from his role, and made inappropriate comments, which significantly detracted from our immersion and enjoyment. Wishing to maintain my trust in your establishment despite this, I decided to return last night with friends, hoping to rediscover the quality of experience I had so greatly appreciated before. Unfortunately, this session confirmed my concerns. We were asked to arrive at 8:45 PM for a 9:00 PM session, but weren’t attended to until 9:30 PM. Once inside the room, several factors compromised our session: lack of supervision by the game master, uncorrected technical glitches (lights off for 20 minutes, door left closed during the “door-to-door” challenge for 15 minutes, and failure to drop the key when we placed the cup in the right spot for another 15 minutes due to lack of supervision), a lack of clues or guidance despite an obvious need, and virtually no communication during the hour of play. The game master seemed exhausted and disinterested, which, while humanly understandable, significantly impacted the quality of the experience. As a result, we wasted a large portion of our playtime waiting for external actions that never came—without realizing it—only to be informed that time was up and we had completed just 30% of the room. No compensation was offered to us (credit, discount, goodwill gesture, even a symbolic one), despite circumstances (sloppy welcome and briefing, half the time wasted, an exhausted game master, and no gesture of goodwill) that were clearly not our fault. I am fully aware that anyone can have a bad day, and I am not trying to blame the staff on the ground. However, I am addressing management here: if conditions do not allow for an experience that meets the quality standards you have established in the past, it would be more respectful toward your customers to postpone or cancel a session rather than proceed at the expense of their satisfaction. I am sincerely disappointed to see that what was once a benchmark for me in the world of escape games has become synonymous with disorganization, a lack of consideration for customers, and a failure to take responsibility. I will not be returning, and I deeply regret this. Sincerely.