Frequently Asked Questions
FAQ
For your convenience, our most common customer questions are answered right here. Not finding what you want? Reach out directly through our Contact Us page.
You can book anywhere from 2 to 10 players in each of our rooms! We usually recommend groups between 4 to 6, however.
Unfortunately due to the age of the building we are in, we don’t have good wheelchair access. We are located on the lower level of the building, down a flight of stairs. If the player using the wheelchair is able to walk down a flight of stairs and their group can help them bring their wheelchair down, we do have plenty of space in our rooms for wheelchair users to move around in, and we have had players visit our rooms who have been able to do this.
Every situation is unique, so for more specific accessibility questions, please send us an email or give us a call. We’d be happy to talk to you.
Yes. If there is a group of minors 14 years and under, they must be chaperoned by an adult. Infants and toddlers are also welcomed in our rooms, but keep in mind they will require a lot of your attention and may distract you from the game.
All our rooms are now private! Once you book a room, it will be blocked off from other players booking it.
You may be able to make changes to your booking through a link in your confirmation email. You can also give us a call, or just let us know when you come in and we can easily change this for you! Please note, if the extra players you intend to bring exceed the number of players we allow in the room, we may not be able to accommodate.
All participants must sign a liability waiver before experiencing each room. After you book you will receive a text message and a confirmation email with a link to our digital waivers which you can send to all players in your group. This is the quickest way to get waivers signed. For any players who haven’t signed their waivers before arriving, we do have waivers on site and they can sign upon arrival.
All minors under the age of 18 need waivers filled out by a parent or guardian.
Your party should be here 15 minutes prior to the scheduled start time for check-in and instructions. If everyone in your group filled out the online waivers before arriving, your group can show up 10 minutes prior to the scheduled start time.
We strongly recommend being early or on time. If you are late, the party will go on without you.
We do not offer refunds, but we can reschedule a game. Please let us know you need to do so 48 hours before the time of your booking.
Teenagers to adults do best in these rooms, however children as young as 7 can do well in these rooms with adult supervision and someone to help keep them focused on the puzzles.
If we are on site and have an opening, we do welcome walk-ins, but we strongly encourage groups to book online to secure the room you want. We can not guarantee rooms to walk-ins, as the room you want to play may already be booked by the time you arrive or we might not be on site.
We do not accept cash payments. You will need to enter your debit/credit information while you are booking.
Unfortunately, our booking system doesn’t easily allow for split payments in private rooms. We recommend the person doing the booking collects payment from their group to make the booking.
We do allow players to keep their phones on them, but we ask that you keep them out of sight for the duration of your experience and to not take any photos or videos of the room. For your convenience, we have free lockers for you to put up anything you do not want to keep on you.
There is parking along the front and side of the building, as well as plenty of free street parking.
Depending on how many more players you want to bring, we may ask you to split up your group to play two different rooms. You can email us with details about your group, or give us a call.
Yes, cameras are used to observe the room during a game, as a security measure, and for the safety of the players.
We have plenty of surprises built into our rooms! We could answer this question, but why ruin the surprise?
Our rooms are all non-linear! This means you may find yourself on different paths through the room to reach a single goal, so don’t get too caught up following one line of puzzles or be too afraid to split up your group up to cover more ground. There may be many things for your group to explore at once!