Frequently Asked Questions

We understand that accidents happen, but we will not tolerate any intentional malice towards our rooms.(In the even that you break something - whether accidental or intentional - it will be up to the discretion of the Manager on Duty to determine an appropriate additional financial charge. This ensures we are able to keep the rooms functioning for all of our future and current guests.)

We ask that you arrive 5-15 minutes before your scheduled booking. We understand that things happen, so if you find that you will be running late, please call the store so our Game Masters can adequately prepare.(Should you arrive more than 10 minutes late, for your scheduled booking, the additional time it takes to get your group into the room will then be taken from your time to solve the puzzles. This ensures that nothing interferes with scheduled bookings.)

Physical violence is any form of physical assault, including but not limited to, hitting, pushing, kicking, punching, spitting, biting, as well as the use of any form of weapon.Aggression could be bullying, threats, intimidation, sabotage, sexual harassment, yelling, and other behaviors intended to cause mental, emotional, physical, or relational harm to another person.Verbal threats could be any oral, written, or electronic communication that conveys an intent to cause physical harm, damage to property, or places another person in reasonable fear for their safety. Verbal threats can be anything from direct threats to implied threats.(We will not tolerate any use of profanities, racial slurs, name-calling, or any language of the sort directed towards our staff)

At Downtown Escapes, we want the experience to be a fun and safe environment for all guests and staff. This means we will not allow someone who we suspect is under the influence of anything (alcohol, drugs - prescription or otherwise) to participate in a game if they are, or we think that they may be reckless or make poor decisions in any way.(If we fell someone is too under the influence to dismiss them to drive a car, we hold the right to call emergency services to kindly give the person(s) a ride.)

Cancellations must be made before the 24 hour mark preceding the booking hits. If the cancellation is not made before that mark, we will not offer a refund. If you need to drop members from your group it must be done before the 24 hour mark preceding the booking hits. Once within the 24 hours preceding the booking, you will need to pay half the cost of the tickets for the extra members.