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135 escape rooms
❗️Very concerning experience❗️ (🆗Understandable) We visited Palace Games recently and were instructed by staff to place all personal belongings in a designated basket area before entering the game. The basket was located outside of the game room and remained out of our sight for the entire duration (~2 hours). (⚠️Incident) After the game, we discovered that a wallet valued at $1000+ (including cash and multiple cards such as ID and credit cards) was missing. Based on the noticeable weight difference before and after, we were able to reasonably determine that the item went missing during the game time. (🛑Their Action) We requested assistance immediately and asked to review surveillance footage. Initially, we were told that the footage would need to be “retrieved through a third-party vendor” and that we would be contacted later — however, ❌no one followed up. The following day, after multiple attempts to reach them, we were informed that the ”vendor was unavailable (PTO) ”and the footage could not be accessed at this point. Later, a manager called and stated that there is no recording at all (⁉️), only live monitoring on site. When we asked for confirmation of this and whether we could document the conversation, the call was abruptly ended ❗️Subsequent attempts to follow up have gone unanswered. ❗️Additionally, on the game day, we felt rushed to leave immediately after the game ended, even though our scheduled end time was 4:00 PM and it was only around 3:45 PM at that point. ❗️This made it more difficult to properly check our belongings around the game area. 😡We followed all instructions provided by staff, yet there appears to be no secure storage, no accessible review process, and no clear accountability when something goes wrong. Their responses were inconsistent and changed over time. the incident has NOT yet been addressed at this point. We are sharing this experience for transparency regarding how personal belongings are handled and how incidents are addressed.
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Particularly interesting or different
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