Frequently Asked Questions

How far in advance can I schedule a game?

You can make a reservation for any available game up to 90 days in advance on our website. Advance game reservations close on the website 30 minutes prior to the game scheduled start time.

Can I change my reservation?

American Escape Rooms is a LIVE event and all reservations once made are final. There are no refunds. However, if you would like to move a reservation to an earlier day or time than the original booking, we will always try to do so, providing there is space available. Also, if you ask us at least 7 days or more in advance of a game, we will always try to reschedule your reservation for a later game, on the same day of the week and time within 28 days if space is available.

When should I arrive?

You should plan to arrive 15 minutes prior to your scheduled game start time, to allow time to find parking, and complete registration prior to playing. All games start on time as they are scheduled live events.

What happens if I arrive late?

If you are part of a mixed game group, then the other players in the group will start without you at the scheduled game start time. You may join the game late when you arrive, for the remainder of the game. If the game is a private game and there are no other players, the game will start after your arrival and after you have completed the registration paperwork. Your game will be shortened and will last until the original scheduled end time, this being the original scheduled start time plus 60 minutes. There are no refunds or credits for late arrivals.

What if I do not turn up, or cancel at late notice?

As the games are live scheduled events, your game is forfeit, there are no refunds. If you have spaces reserved in a game and are unable to attend at short notice, you may gift the spaces to friends, colleagues or relatives.

How do I use a pre paid voucher or coupon code?

On our website, firstly go to the booking page, then select the game and time you would like to play. You will be asked if you have any discount code or voucher, enter your unique code and click "Click to verify". The offer will automatically be applied to your reservation. All pre paid vouchers, coupons and codes are valid only during our regular opening hours, cannot be combined with any other offer and cannot be used for Private Team Building events outside of our regular opening hours. Vouchers, Codes or Offers must be used on our website. They cannot be applied retrospectively to bookings and cannot be redeemed or applied in store.

What if I have a voucher or code and want to add extra players?

You can do this at the time of the reservation with your credit card by adding extra players, or subject to availability, you can add extra players later on our website, or buy extra player tickets on arrival.

What if I have a large party or special event?

We cater for large groups and have special discounts available. Please contact us by email for more information.

Can I combine coupons or offers?

All discount codes, vouchers and coupons are limited to one per reservation and cannot be combined.


All vouchers, coupons or codes must be redeemed and used on the website. It is not possible for the stores to look up, check the validity or redeem vouchers coupons or codes in store.

Can I split my voucher, for example if I have a 5 person voucher can it be split 3 people in one game and 2 people in a second game?

All vouchers and coupons can only be redeemed on our website in the denomination shown. If you have a 5 person voucher it can only be used in a game showing at least 5 available spaces, subject to any other limitations shown on the voucher. Vouchers cannot be split, unused credits do not carry forward.

Is my game private?

All games are designed for 8 player bookings in advance on our website. General Public open admission games are private only if all 8 spaces are reserved. It is possible that if you do not reserve all the spaces for a game that you will still be the only team, but that is out of our hands, it depends if anyone else makes a reservation for the remaining spaces in the game. Private Team Building Games are always private.

Is my game appropriate for my children?

Our games were designed for players aged 14 and up, but we have had younger players enjoy the games with their family. Any player under 14 must be accompanied by an adult, and any player aged 14 to 18 must have parents consent to play. There are no live actors or scary events in any game. Sometimes customers use “adult” language. If any players are under 10, then we ask that you book one of our Private Escape Room Games out of respect for other customers who have reserved an escape room game for adults and players over 18, and may not want to share a game with young children.

Do you have a room for a party?

Our Award Winning Escape Rooms are designed and built to optimize the game space and customer experience. While we do not have separate party rooms for food and drink, we are located close to many other stores that have food and beverages. If you have a birthday cake, you may bring this with you, and cut it in our reception area. There are no food and drinks allowed inside the game rooms.

Do you have a meeting room?

Our Award Winning Escape Rooms are designed and built to optimize the game space and customer experience. For private team building events outside of normal public opening hours, the entire store is private and you can use our spacious reception area and seating for meeting. Also during the games, a manager, supervisor or HR representative can watch all of your teams in their games from our mission control room.


We offer customers with a valid tax exempt certificate, Sales Tax Free reservations for Private Escape Room Games only. Please email with a current valid copy of your Florida Sales Tax Exemption certificate. Reservations can only be arranged via this email and our tax exempt team. Reservations can be made at least 48 hours in advance, our tax exempt team will email you an invoice for your reservation. Tax exempt invoices must be settled in full within 24 hours to confirm the reservation to avoid the cancellation of the booking. We are unable to raise a second invoice for any customer who has a prior unpaid or cancelled invoice. Tax free reservations are not available via the website or in store. All sales are final and completed reservations with sales tax cannot be changed to tax exempt sales.

Service and Emotional Support Animals allowed?

Service Dogs are welcome in all circumstances. Emotional Support Dogs may be allowed in certain circumstances by prior arrangement, and only for fully private games. Please call your local store or email our customer care line.


We can arrange private games outside of regular opening hours, prior to 2pm or after 9pm weekdays with at least 24 hours notice. Please see our Team Building page for prices and information. We can arrange private games after 9pm weekends with at least 24 hours notice, and if all prior games in the 8pm hour are booked. Games after 9pm may not be available and are subject to us being able to schedule staff. All outside regular hours games must be made by direct credit card payment, and are not available for reservations with codes, vouchers or coupons. Codes, vouchers and coupons can only be used during our regular opening hours.

I have another question not answered above?

Please contact our helpful customer support team by email, or telephone your local store after 3pm weekdays or after 11am weekends.