Erica R.
Google
My spouse and I were recommended to visit The Concourse at Comcast Center by a local business owner, primarily to explore some of their food options. When we arrived around 3:30pm last Friday, we noticed that only one eatery was open (a cafe that served ice cream and pastries), which understandably could not accommodate our dietary needs (celiac disease). While this was not what we were expecting, it is not the reason for our poor review.
Our issue began when we attempted to find an exit. We ended up on the landing of the stairs between the concourse (adjacent to the cafe) and the main lobby where their art installation and LED video wall are located. We were trying to determine whether the exit with the glass doors on the lobby floor led to ground level street. While ascending the first section of stairs we observed several security personnel in the main lobby glaring at us menacingly from above, and a frantic female employee at the front desk before the LED video wall. These reactions made us hesitant to go further up the stairs to proceed toward the exit, and we contemplated trying to locate the original entrance we came through which was on the opposite side of the building.
Within seconds, we heard a security personnel behind us on the concourse level say, “Sorry, sorry, I’m on it,” over his walkie-talkie. We turned around to descend the stairs when the security personnel approached us to inform us that we could not be on the stairs and needed to exit the premises immediately. After explaining our situation to him, he told us that if we were to proceed upstairs to the exit in the lobby we needed to do so hastily without stopping on the lobby floor. If access to the stairs/main lobby was restricted or flow needed to be controlled, there should be clear signage indicating this. Instead, we felt as though we were being treated as trespassers rather than visitors simply trying to navigate the space. I will note that the security personnel we interacted with was friendly and appeared to be following orders from either the frantic female employee at the front desk or the security personnel who were glaring at us from above.
Overall, the experience was bizarre and uncomfortable. If the area is not open to the public, appropriate signage should be in place to prevent confusion and unnecessary security attention. As it stands, we felt that the situation was handled in a way that was intimidating and unwelcoming to visitors unfamiliar with the space.
*Upon further review of previous feedback, numerous photographs and videos were provided showing individuals loitering or sitting in areas where such behavior was reportedly discouraged. This reinforces our perception of being viewed as troublemakers rather than visitors navigating the space.
Additionally, both The Comcast Experience and The Concourse at Comcast Center are advertised on their respective platforms as open and accessible to the public at the time of our incident.
