Frequently Asked Questions

Safely Enjoy Our Private Games!

We Are Open! Meeting and exceeding the requirements of The State of Florida.

ALL GAMES ARE PRIVATE - JUST YOU AND YOUR FRIENDS - YOU WILL NEVER PLAY WITH STRANGERS!

All game items, surfaces and props and all common area surfaces and handles will be cleaned between games.

Advance Bookings via the website only - No walk in reservations

If you arrive early, and/or an existing game finishes early, we will ask you to wait in your vehicle until the team who completed their game, have taken their post game photo, and left the business, so that there are not two separate groups in reception at any time. We may also from time to time ask late finishing teams to wait for a few minutes in their private game room, if there is another team in the public reception, and we will then bring you from your game room into reception, once the arriving team have been moved from reception to their private game room.

In Hillsborough County (Tampa) Orange County (Oralndo) and Leon County (Tallahassee) it is MANDATORY to wear a face mask in public. 
ALL players must wear a mask in the public areas of the store (reception, hall, kitchen, restroom area) and whenever the game master is in your game room.
If you arrive without a mask, you will be asked to get a mask from your vehicle.
If you do not have a mask, then we will provide a mask for $1 plus tax
If you do not have a mask, and refuse to purchase a mask, then you will fofeit your reservation WITHOUT REFUND OR COMPENSATION.

 If you want to split the payment between players. Book your game for 1 player to secure the game, and your other players can pay on arrival! All rservations remain final, there are no refunds or cancellations.

If you have any questions, please call your local store or email info@americanescaperooms.com

Can my team split our payments?

Yes! 
All games are private, you will never play with strangers. At least 1 person must make a reservation and pay in advance on our website, to secure the private room reservation and booking. The other members of the ptivate team can pay for their tickets on arrival.

IS MY GAME PRIVATE?

All games are now private, just you, your family and friends. You will not be mixed with, or joined by strangers in your game.

If you have any questions about private or mixed games please email  or call your local store.

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. Pre paid vouchers, tickets and coupons cannot be applied retrospectively to bookings and cannot be redeemed or applied in store. Limit one voucher, coupon, code, ticket or offer per game/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 and cannot be combined.

CAN I REDEEM OR USE A VOUCHER FOR A RESERVATION OR PAYMENT IN STORE?

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. Pre paid vouchers, tickets and coupons cannot be applied retrospectively to bookings and cannot be redeemed or applied in store. Limit one voucher, coupon, code, ticket or offer per game/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. Pre paid vouchers, tickets and coupons cannot be applied retrospectively to bookings and cannot be redeemed or applied in store. Limit one voucher, coupon, code, ticket or offer per game/reservation.

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 aged 6 to 14 must be accompanied by an adult in the game. Any player aged 14 to 18 must have parents consent to play, the parent does not need to be in the game, but must remain on the premises.  Children under 6 are only allowed in the games if restrained, for example in a stroller, for their safety,  as parents may not be able to monitor young children and toddlers, while concentrating on the escape room 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.

DO YOU HAVE TAX EXEMPT RESERVATIONS?

We offer customers with a valid tax exempt certificate, Sales Tax Free reservations for Private Escape Room Games only. Please email info@americanescaperooms.com 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.

GAMES OUTSIDE OF REGULAR OPENING HOURS

We can arrange private games outside of regular opening hours, prior to 3pm weekdays with at least 24 hours notice. Please see our Team Building page for prices and information.  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. During our restricted opening with Covid-19 procedures, we are not currently offering any reservations starting after 9pm any day. Please email info@americanescaperooms.com for more information and updates about the availability of late night games outside our regular opening hours.

I LOST MY TICKET OR VOUCHER CODE

If your voucher was purchased from a 3rd party vendor, please contact the 3rd party vendor customer care team. We do not keep records of 3rd party provided codes.

If your voucher was purchased in store, you may call the store during regular opening hours, the store has limited access to recent customer information. You may also email info@americanescaperooms.com for help with any questions you may have. Please allow up to 1 business day for a response.

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.

Message us for the best deals and offers or with any questions. We are here to help! We usually reply within 5 minutes!