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.

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 to re 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, 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, click YES and enter your unique code. The offer will automatically be applied to your reservation.

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.

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 of 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.

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.

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.