Frequently Asked Questions

Safely Enjoy Our Private Games!

ALL OF OUR AWARD-WINNING ESCAPE ROOM GAMES ARE PRIVATE. JUST YOU AND YOUR FRIENDS. YOU WILL NEVER PLAY WITH STRANGERS!

While our staff may continue to wear masks if they choose, customers can decide for themselves if to wear a mask,  while in public areas of the store.

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

Can my team split our payments?

Yes, you can split payments with your team on arrival, providing at least 1 person makes the advance reservation on our website to secure your game. The other players can pay on arrival. This option may not be available at busy times, including Friday evening, Saturday and holidays, when we may have a 3 person minimum advance booking.

How Many People Can Play?

The game layout, space and puzzles are optimized for 6 to 8 players, however our games can be played and completed by as few as 2 players.

The maximum number of players who can reserve a game on our website is 8. The maximum number of players for any game is 10. If you have 10 players, pre book for 8 players on the website, and you can add up to 2 extra players on arrival.

If you have more than 10 players, please book 2 separate games; everyone can arrive at the same time, split into two teams and we can start both games at the same time. The teams can play the challenge of their own game, and race against the other teams to escape first, which is great fun!

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

You can make a reservation for any available game up to 90 days in advance on our website at americanescaperooms.com/tampa or by visiting the store 2707 University Square Drive or by calling (813) 252 8053
Advance game reservations close on the website 30 minutes prior to the game scheduled start time.

CAN I CHANGE MY RESERVATION IN TAMPA?

Yes, you can change any reservation by email. Simply reply to your booking confirmation email, with the new game date and time you would like to play. We can only change a reservation if you requested AT LEAST 24 HOURS prior to the original scheduled game start time.

As American Escape Rooms is a LIVE event, as with all other Escape Rooms, when you make a booking, we commit to you by making that game private, removing it from our website so it cannot be sold to other customers, and we schedule and pay staff. You commit to us by agreeing that all reservations are final. There are no refunds under any 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. You may move to an earlier game time if available even the same day.
  • 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 to a later time the same day.
  • 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. Please request rain check in email, by replying to your booking confirmation email. If you are eligible 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.
  • We cannot "rain check", reschedule, cancel or refund any reservation the same day or with less than 24 hours’ notice prior to the original game start.

WHEN SHOULD I ARRIVE?

You should plan to arrive at the Tampa store, 2707 University Square Drive, 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 large mixed game group, then the other players in the group for other games will start without you at the scheduled game start time. You may join your game late when you arrive, for the remainder of the game time. If the game is a single private game, the game will start after your arrival and after you have completed the registration paperwork, and you will have the remaining time. For example, if your game is scheduled to start at 5pm, you should be in the store by 445pm, for pre game instruction and registration, and your game will start on time at 5pm. If you arrive at 5.10pm, you are not 10 minutes late, you are already 25 minutes late as you should arrive 15 minutes prior to the scheduled game start time. As there will be another game after you play, withother customers, and we need time to clean and reset the game for the next team, if you arrive at 510pm for a 5pm game, your 5pm game will still end at the scheduled time of 6pm, so your game would be a maximum of 50 minutes long.

WHAT IF I DO NOT TURN UP, OR ASK TO CANCEL OR RESCHEDULE LESS TAHN 24 HOURS BEFORE THE GAME START TIME?

There are no refunds or credits for late arrivals, regardless of traffic conditions, weather, last minute emergencies, illness or any other reason. This is common to every escape room in Florida.

As American Escape Rooms is a LIVE event, as with all other Escape Rooms, when you make a booking, we commit to you by making that game private, removing it from our website so it cannot be sold to other customers, and we schedule and pay staff. We wil not mix other people in the game you booked, we will not sell the game you booked to another customer. You commit to us by agreeing that all reservations are final. There are no refunds under any circumstances.

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

After picking any game and time during our regular opening hours, simply enter your voucher, coupon or code on the ticket page and then “Click to Verify”

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. Pre-paid vouchers and coupons are not valid for any team building event games outside of normal opening hours, or for games added to extend opening hours for holiday periods.

If you have lost your pre-paid return ticket, or would like to transfer the ticket to another store, please email us. Please allow 1 business day (Monday-Friday) to recover or exchange a pre-paid return ticket.

WHAT IF I HAVE A VOUCHER OR CODE AND WANT TO ADD EXTRA PLAYERS IN TAMPA?

You can do this at the time of the reservation on our website at americanescaperooms.com/tampa/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 2707 University Square Drive, subject to availability.

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

We cater for large groups up to 240 people and have special discounts available. Please contact us by email for more information. Email: tampa@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. 

If you have two or more pre-paid return tickets, you may email the customer care team with the tickets, and they can manually redeem them, and issue a new combined ticket. For example, if you have pre-paid return tickets for 2 and 3 players, you can send the codes to the customer care email and they can issue a new single 5 player pre-paid ticket. Please note this cannot be done same day and can take up to 24 hours, as the work to manually redeem old tickets and issue new tickets, cannot be done in our web, CRM and booking software while the store is open.

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.

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.

IS MY GAME APPROPRIATE FOR MY CHILDREN?

Our games were designed for players aged 14 and up. All of our award-winning games are family friendly and many younger players enjoy the games with their family. 

  • Players aged 14 or over can play without an adult in the game, providing the adult has signed a consent form. The signing adult must however remain on the premises.
  • 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 tampa@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 USF students and staff Monday thru Wednesday with promotional code GOBULLS . 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.

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.

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.  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!

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 “Team Building” games outside regular hours games must be paid for by credit or debit card payment. We do not accept any vouchers, codes or coupons for Team Building games outside of normal 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: tampa@americanescaperooms.com, Phone: (813)-252-8053, Address: 2707 University Square Drive, Tampa, FL 33612

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