My friend and I are both experienced in escape rooms across Florida. We played the "My Spy" room here and were utterly disappointed by its difficulty. The most we had to ask was how to operate certain locks because we had never dealt with them before. Not only that, but there is a super obvious time waster that was cringe to have to play along with. It's sad that even with the time waster we still finished the room with 17+ minutes to spare. What's even more sad is that one of the biggest puzzles was solved for us due to an error with the previous game master. Every other puzzle was quite cool an innovative, but not too difficult. I recommend this room for kids. As for the customer service, Chris was very cool, friendly, and helpful.