Thetraitorslive Avis 

I was extremely disappointed with our experience of The Traitors Live Experience. We spent almost £400 on tickets but never actually got to take part.

Unfortunately, our train was delayed, meaning we arrived around 15 minutes late. Whilst I fully understand that there has to be a cut-off point for entry and that lateness can disrupt the experience, this delay was completely outside of our control.

What made the situation even more frustrating was the lack of communication options. We were advised to contact the team if we were running late, but there is no phone number available to call. As we were travelling on the London Underground, emailing wasn’t a practical option, and in any case, their email response times appear to be extremely slow. I’m currently trying to rearrange our booking and have been waiting over five days for a response.

The company has since claimed that we were 20 minutes late, but this is simply not correct — we were 15 minutes late. They have also stated that within those 15 minutes the game had already started, all guests had been briefed, drinks had been served, and tables had been shuffled around to accommodate everyone. However, when the manager came to speak to us at around 20 past, we could hear over the radio that they were only just starting to take people down to the game. This makes their explanation difficult to reconcile with what was actually happening at the venue at the time.

Had there been a clear way to contact someone on the day, or a more responsive customer service team, the outcome may have been very different. Instead, we lost nearly £400 and were turned away without any flexibility or meaningful support.
To make matters more confusing, the manager on the day told us that if there were fewer than eight people in our group, we would be able to come back and take part free of charge. However, since then we have only been offered a 20% discount to rebook, which is not the resolution we were led to expect. We are still waiting for a response from the team regarding this, as a 20% discount is not an offer we feel is appropriate given the circumstances.

The experience itself may be good, but unfortunately we never got the chance to find out. Based on the customer service and communication alone, I cannot recommend it.

I had a terrible experience at The Traitors: Live Experience.

It felt badly organised, rushed and nowhere near as polished as it should have been for the price. The communication was poor, the customer service felt cold and unhelpful, and when things went wrong there was no proper sense that anyone cared.

The whole thing felt more like a badly managed tourist attraction than a premium immersive experience. The game should have been tense, clever and exciting, but instead it felt chaotic, uneven and frustrating.

I left feeling ripped off, ignored and angry. The real betrayal was not in the game. It was paying for an experience that did not deliver.

Purchased for my daughter’s 12th birthday. She went out first and had to sit out the rest of the experience. Terrible structure. A whole day out wasted for a few minutes

My experience with The Traitors Live was genuinely awful.

I am Nimbus registered disabled and contacted them before my booking because I had disability-related access questions that needed proper answers. I followed their customer support process and also tried other contact routes and speaking to the venue directly, but I was not given the practical support I needed.

That is completely unacceptable. Accessibility support should not be treated as an afterthought. Disabled customers should not have to chase repeatedly just to get basic information about whether their access needs can be properly accommodated.

What makes it worse is how dismissive they were afterwards. Rather than taking responsibility for the lack of support they treated the issue as though it was just a normal customer service complaint. It was not. It was about access, disability, and the basic right to receive clear information before a paid booking.

For a company charging for a premium live experience, this was disgraceful. The handling felt cold, rigid, and completely lacking in care. I was left feeling that once they had taken payment, my access concerns for the experience simply did not matter.

I would seriously warn disabled customers or anyone with access needs that the support is not there when it matters and the company’s complaints process is deeply disappointing.