Frequently Asked Questions

Safely Enjoy Our Private Games!

ALL GAMES ARE PRIVATE - JUST YOU AND YOUR FRIENDS - YOU WILL NEVER PLAY WITH STRANGERS!
From July 1st 2021 face coverings will be discretionary in our escape rooms, as the State of Florida no longer mandates face masks.
While our staff may continue to wear masks if they choose, customers can decide for themselves if to wear a mask, and WE STRONGLY URGE YOU TO DO SO while in public areas of the store, as Covid cases from The Delta variant are on the rise in Florida.
We do ask that if customers decide not to wear a face covering in any public areas, that they practice social distancing from other customers who may also be in public areas, and our staff.
While face coverings are now discretionary, should you wish to purchase a mask, they are available for sale, just $1 each.

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

Can my team split 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 ORLANDO ESCAPE ROOM 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 please email orlando.ucf@americanescaperooms.com or call our customer care team at (407) 730-2508

HOW FAR IN ADVANCE CAN I SCHEDULE A GAME IN ORLANDO?

You can make a reservation for any available game up to 90 days in advance on our website at americanescaperooms.com/orlando or by visiting the store 12074 Collegiate Way or by calling (407) 730 2508
Advance game reservations close on the website 30 minutes prior to the game scheduled start time.

CAN I CHANGE MY RESERVATION IN ORLANDO?

American Escape Rooms is a LIVE event and all reservations once made are final. There are no refunds, howver we can reschedule in the following circumstances.

  • 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. Just call or email.
  • If you would like to move a reservation to a later day or time than the original booking, we will always try to do so, providing there is space available and you ask AT LEAST 24 HOURS in advance. We cannot push back a reservation the same day or with less than 24 hours notice. Please email.
  • If you  would like to move a reservation and you do not know the new date and time, we will "rain check" your reservation for 30 days , providing you ask for the raincheck AT LEAST 24 HOURS in advance of your current reservation. We cannot "rain check" a reservation the same day or with less than 24 hours notice. Please request rain check in email, by replying to your booking confirmation email. If you are eligable for a "rain check" we will reply with a unique code and reference number. When you are ready to use the rain check, reply the rain check email to reschedule.

WHEN SHOULD I ARRIVE?

You should plan to arrive at the Orlando store, 12074 Collegiate Way, 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, regardless of traffic conditons, weather, last minute emergencys or any other reason.
When you book a time, we remove that game from our website we cannot sell to other customers, we schedule and pay staff. Regardless of if you attend or not, the game is still removed from our website, we can still not sell it to other customers, we have still paid staff. This is common to all escape rooms in Florida, we are different that we do not hide it in small print; It is on the booking page before you purchase, here on our FAQ page, in the trems and conditons all before you buy, and in the bookign confirmation email you receive.

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.
There are no refunds or credits for late arrivals, regardless of traffic conditons, weather, last minute emergencys or any other reason.

When you book a time, we remove that game from our website we cannot sell to other customers, we schedule and pay staff. Regardless of if you attend or not, the game is still removed from our website, we can still not sell it to other customers, we have still paid staff. This is common to all escape rooms in Florida, we are different that we do not hide it in small print; It is on the booking page before you purchase, here on our FAQ page, in the trems and conditons all before you buy, and in the booking confirmation email you receive.

If you would like to change a reservation....

  • 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. Just call or email.
  • If you would like to move a reservation to a later day or time than the original booking, we will always try to do so, providing there is space available and you ask AT LEAST 24 HOURS in advance. We cannot push back a reservation the same day or with less than 24 hours notice. Please email.
  • If you  would like to move a reservation and you do not know the new date and time, we will "rain check" your reservation for 30 days , providing you ask for the raincheck AT LEAST 24 HOURS in advance of your current reservation. We cannot "rain check" a reservation the same day or with less than 24 hours notice. Please request rain check in email, by replying to your booking confirmation email. If you are eligable for a "rain check" we will reply with a unique code and reference number. When you are ready to use the rain check, reply the rain check email to reschedule.

HOW DO I USE A PRE PAID VOUCHER OR COUPON CODE?

On our website, firstly go to the booking page, americanescaperooms.com/orlando/booking 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 IN ORLANDO?

You can do this at the time of the reservation on our website at americanescaperooms.com/orlando/booking with your credit card by adding extra players, or subject to availability, you can add extra players later on our website, or buy extra players on arrival at 12074 Collegiate Way, subject to availability.

WHAT IF I HAVE A LARGE PARTY OR SPECIAL EVENT IN ORLANDO?

We cater for large groups up to 320 people and have special discounts available. Please contact us by email for more information. Email: orlando.ucf@americanescaperooms.com

CAN I COMBINE COUPONS OR OFFERS?

All discount codes, vouchers and coupons are limited to one per reservation and cannot be combined. 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 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. If you have 2 vouchers, for example for 8 and 4 players, they must be used for an 8 and 4 player reservation, you cannot split the vouchers to be 6 and 6 players or any other combination, other than the players shown on the voucher for each separate game. 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. 

  • Players aged 14 to 17 can play after an adult has signed a consent form, and the signing adult does not need to be in the game room.
  • If all players are under 14, then the adult signing the consent form must also be inside the game as a player.
  • If any player is 5 or under, they do not count as a player, they do not need to be paid for, but they MUST be restrained in a stroller AT ALL TIMES to be allowed inside the game room. This is a requirement, as parents with the best intentions can get distracted, so children 5 and under must be in a stroller at all times in the 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 orlando.ucf@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.

DO YOU OFFER STUDENT DISCOUNTS?

We offer discounts to UCF students and staff Monday thru Wednesday with promotional code GOKNIGHTS . This discount is not transferable and the player must have a valid school email address and provide valid school ID on arrival, or the discount will be voided and the regular price will be charged in store.

What if I have more than 8 players?

The games are optimized for 6 to 8 players. However, if you have a group of 9 or 10 players, we have options.

You may make a reservation for 8 people in advance on the website, and add the 9th or 10th player on arrival at the store.  If you booked with us directly and paid us directly with your credit card, then the cost of the 9th or 10th player will be the same pro rate discounted price ypou paid for the first 8 players. If you booked and paid using any voucher, code or pre paid ticket, the cost of all extra players is the regular price shown on the price page of our website.

Once you have 11 or more players, we cannot exceed the game occupancy, so please book two separate games. If you have 12 people, make 2 bookings for 6 players in each game. You can book any two adjoining games on our website that have a starting time within 15 minutes of each other, for example Zombie Apocalypse and Mad Professor's Asylum, OR Mad Professor's Asylum and Cold War Crisis, OR Cold War Crisis and Mind Boggling Challenge. Arrive for the earlier game start time, and we will start both games at the same time, so the two teams can enjoy the challenge of their own game, while racing against the other team to escape first....which is GREAT fun!

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. Email: orlando.ucf@americanescaperooms.com, Phone: (407)-730-2508, Address: 12074 Collegiate Way, Orlando, FL 32817

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