Frequently Asked Questions

for Live Escape Games

QUICK ANSWERS TO THE MOST ASKED QUESTIONS

 

Q. What have you done to make your games COVID-secure?

 

A. We have been rigorous in ensuring that our live indoor games can reopen as COVID-secure and full details of what we've done to achieve this are available in our COVID Customer Policy. We already had very relaxed terms and conditions regarding cancellation but our policy has been further relaxed where COVID illness or isolation is the cause, so you can book with peace of mind.

Q. Do you have any games available at… ?

 

A. We have a live online booking system [click here] that shows you all the games available each day. For special events and corporate bookings at times not shown as available, please contact us as we may still be able to help.

 

Q. Can children play your escape games?

 

A. All our live games are suitable for children age 10 years+, when accompanied by adults. Due to complexity of puzzles and immersiveness of settings we require a player ratio of at least 1 adult per 3 children under 14. Children under 8 are not permitted as the games are not child-safe environments.

 

Q. Can you squeeze another player into the game?

 

A. The maximum players shown for each game can’t be exceeded under any circumstances, it’s a safety thing, although we do have a couple of 10 player games available at evenings and weekends.

 

Q. I have more players than the maximum number, what can you do?

 

A. We have several games available so you can split up across two or more different games at the same time. Large groups really enjoy playing as smaller teams as everyone gets to play more of the game, and a little bit of healthy competition adds to the fun!

 

Q. I need more than one game at the same time, but aren’t’ sure of numbers, can I reserve the game slots?

 

A. If you need more than one game at the same time we strongly recommend making a reservation sooner rather than later. We can reserve games for you for a non-refundable deposit of £25 per game and you can adjust player numbers later.

 
SECTION 1 – TELL ME MORE ABOUT MY ESCAPE GAME EXPERIENCE
Q. Who can play escape games?


A. Escape Games are primarily designed for adults, but are suitable for families with children age 10 years and up, as long as the children are accompanied by adults. Due to the complexity of our puzzles and the immersiveness of our settings we require a player ratio of at least 1 adult per 3 children under 14, and at least one adult must be present at the location for groups that contain players under 16 years of age. There’s nothing physically demanding and no upper age limit. If you are in good general health and can negotiate some steps to access the games in our heritage locations, that’s all we ask. All our games have somewhere to sit down if you need to.

 

Q. Can I bring my young child along with me?
 

A. We’re sorry, but children under 8 years of age are not permitted at all in our standard escape games as they are designed to be played by adults and older children, so do not contain elements suitable to entertain younger children for an hour. In addition, games are not designed to be child-safe and contain items, such as cupboard doors, small objects and trip hazards that could be harmful to young children whilst accompanying adults are distracted by the game. Any of our games that are suitable for younger children will be clearly advertised as being games for children.

 

Q. Can I bring my young child along for free or a reduced rate?
 

A. Any children playing as part of a family group will enjoy the same experience as the rest of the family and will be able to participate in puzzles throughout the game. We don’t, therefore, offer discounts or free places for children and children must be at least 8 years old to be allowed in our escape games.

 

Q. When should I arrive for my escape game?
 

A. Please arrive ready to play your game at the start time shown on your booking confirmation email. You are welcome to arrive earlier, but it is unlikely that your game will be ready more than 10 minutes before your start time. When you arrive on time we will fully brief you on your mission and give you a full hour to enjoy the game. If you arrive late we may have to start the clock without you, especially during busy periods when we have a game booked into the following time slot.

Q. How many people can play an escape game?
 

A. Between 2 and 10 players, depending on the game. Be aware that 2 players will really be up against the clock, but the challenge will always be fun! It’s more about how you work and communicate with your team, rather than how many people you have.

 

Q. Can you squeeze another player into the game?
 

A. No, the maximum players shown for each game can’t be exceeded under any circumstances. The maximum number of players is determined by the physical size of the game and the number of people that can safely move around and play in the space available. We do have a couple of 10 player games available, THE QUEENMAKER at Blickling Church (weekends only) and GOIN’ UP CITY at the Museum of Norwich.

 

Q. I have more players than the maximum number, what can you do?
 

A. We have several games available so you can split up across two or more different games at the same time. Large groups really enjoy playing as smaller teams as everyone gets to play more of the game, and a little bit of healthy competition adds to the fun!

 
Q. What is the largest group you can accommodate?
 

A. In Norwich city centre we have weekday capacity for up to 23 players going up to 33 for evenings and weekends. We also work in partnership with another city centre escape game company to give a total capacity of 47 during weekdays and 57 for evenings and weekends. These are all subject to availability depending on date, time and existing bookings.

 

Q. I need more than one game at the same time, but aren't' sure of numbers, can I reserve the game slots?
 

A. If you need more than one game at the same time we strongly recommend making a reservation sooner rather than later. We can reserve games for you for a non-refundable deposit of £25 per game and you can adjust player numbers later.

 

To make a reservation please email us the following:

– Confirm the Dates, Times and initial Number of Players you want booked
– Full Name and Address (these must match up with the payment card you intend to use)
– Mobile Number (only used if there is a problem with your booking)
– Confirm Email Address for the booking

 

Once the reservation is made we will hold the games for 48 hours to allow you to make the deposit payment and you will receive an email with booking details to check and instructions for paying the deposit. Payment of the balance becomes due 7 days before the booking, giving you time to make changes to your reservation if you need to.

 

Q. What should I expect from my escape game?
 

A. On arrival your mission will be made clear by our friendly Gamemaster. What then follows is a fun hour of immersive gameplay in locations steeped in history. You’ll work together to solve puzzles and unlock clues, while learning a few things about the historic location you are in and hopefully solving the mystery and saving the day.

 

Q. Can I bring my dog or other pet along?
 

A. I’m afraid not, escape games are not suitable environments for pets of any kind.

 

Q. Will we have the escape game to ourselves?
 

A. Yes, your team gets exclusive use of your booked escape game, although you will be monitored by our Gamemaster as we have to look after the historic listed buildings that we are in.

 

Q. Are there live actors?
 

A. Our Gamemasters are there to ensure you have fun, to help you make the most of your escape game experience and the location more atmospheric. There’s nothing to be scared of and we are all really quite nice.

 

Q. What if I am late for my escape game?
 

A. There are always circumstances that occur outside of our control, so we’ll do our best to get you into the room as soon as you arrive and you will have the remainder of your booked hour to complete your escape game. However, if none of you have arrived 15 minutes after your game start time, this will be a no show and unfortunately we will have to refuse entry if there is an escape game booked in the following slot.

 

Q. How long will my escape game experience last?
 

A. Please allow up to 1 hours and 20 minutes for the complete experience. You should arrive at your game start time to receive your team briefing, then you have up to 1 hour to complete your escape game. After that we will take your team photo if you wish and be delighted to hear how you got on with the escape game.

Q. What if we need help?
 

A. Our Gamemaster will be on hand to provide helpful hints if you really get stuck. If you want to get out of the room for any reason, you are not locked in and we will help you out in any way we can.

Q. How much does an escape game cost?
 

A. Please check out our games for your choice of location using the ‘Live Games’ link at the top of this page for details of how much the escape games cost.

Q. What if I want to leave the escape game before my hour is up?
 

A. We can’t think of any reason why you’d want to stop having fun, but if you need to then please communicate with our Gamemaster and let us know what is wrong; we are here to help.  The door is not locked and you are free to leave. But do come back soon.

 

Q. What should I wear?
 

A. Comfortable footwear and clothing are ideal.  All our rooms are indoors but you could be walking on uneven floors and steps in our historic venues and there could be dust and flaking paintwork around.

Q. What should I bring?
 

A. Yourself, your family, your friends or your colleagues and your sense of fun. Oh, and your booking confirmation, printed or on your phone. If you lose your booking confirmation don’t panic, some other proof of who you are will suffice.

Q. Can I take personal belongings into the room?
 

A. Yes, you can take all your belongings into the room with you, where we will provide some space where coats and small bags can be tucked away safely.

Q. Can I take food and drink into the room?
 

A. No, consumption of food is not permitted inside any of our game rooms and drinks are only allowed in at the discretion of our Gamemasters, such as on very hot days. Even then, drinks are only allowed in closed screw-top containers that must remain away from the main game area at all times. Do check out particular locations for the local facilities. Most of our sites have refreshments available close by.

Q. Do I need any knowledge of the location or history of the venue?
 

A. No, everything you need to complete your mission is contained inside the room. We won’t be testing you when you leave, but we know you’ll be much wiser!

Q. What happens if I don’t complete the mission in time?
 

A. Don’t worry, you are not locked in and we’ll come and get you after the hour is up, plenty of people don’t finish the game and it’s the taking part that counts. Of course you are always welcome to come back and try another time, we’d love to see you again.

Q. What happens if I complete the mission early?
 

A. Well there are always the smart ones. Well done, use the rest of your time to bask in your glory and we hope you’ll visit another of our locations soon to repeat your success. Check our website or keep an eye on our Twitter for details of future locations and games opening.

Q. Can I take photos or videos during the escape game?
 

A. Please don’t; it would detract from your own enjoyment of your hour and also it would spoil it for other visitors if our secrets got out. An optional team photo will be taken after your escape game and emailed directly to those who leave contact details and will be accessible from our Facebook pages. Please do feel free to share or tag yourself.

 

SECTION 2 – ARE THERE ANY RESTRICTIONS?
 
Q. Are any of your games in Norwich city centre accessible?
 

A. Unfortunately all our Norwich games take place in listed buildings in largely unmodernised condition that are only partially wheelchair accessible, mostly with no disabled toilet facilities in the building. Unfortunately there are a number of steps and uneven surfaces to negotiate to reach our game rooms that make them entirely inaccessible to wheelchairs and the rooms themselves have uneven floors and steps within them. The games mainly require problem solving skills but do require an amount of manual dexterity and visual acuity, with reading glasses required if used. Pre-recorded sound effects are used and lighting levels are mostly medium throughout, with torches provided for use in low light areas. Further advice and accessibility statements with photographs are available if you contact us [click here], mentioning which game or location you are enquiring about.

Q. Is your game at Blickling Church accessible?
 

A. Blickling Church is a listed building in a largely unmodernised condition and only wheelchair accessible with assistance. There are no disabled toilet facilities in the building with the nearest facilities around 100m away and only available during daytime hours. To access the church there is a 20m uphill rough path through the graveyard with a number of shallow steps. Once inside the church there are a small number of single steps that have to be frequently moved up and down during the course of the game. It would be possible for a wheelchair user to play the game if they had assistance to push across the graveyard and move up and down the internal steps. The game mainly requires problem solving skills but does require an amount of manual dexterity and visual acuity, with reading glasses required if used. Pre-recorded sound effects are used and lighting levels are mostly medium throughout, with torches provided for use in low light areas. Further advice and an accessibility statement with photographs is available if you contact us [click here], please mention you are enquiring about Blickling Church.

Q. Are there any physical restrictions?
 

A. If you are in generally good health that’s fine. We want your escape game experience to be fun, and the games are not physically demanding. The games themselves mainly require thinking but some do require a small amount of manual dexterity and visual acuity, pre-recorded sound effects may be used and lighting levels are generally good, with torches provided when required. There’s somewhere to sit down in each room and you can call on the Gamemaster if you need us.

Q. I require assistance, is someone able to accompany me for free?
 

A. Yes, we offer free places for carers and interpreters where that person is specifically there to accompany a player or group to provide the assistance they may need during their game. There are some limitations on this, but they are the same limitations applied to all people for practical reasons, for example all games have a stated maximum number of people, which cannot be exceed under any circumstances. You can simply make your online booking for the number of players you require, then contact us [click here] and let us know how many carers will also be attending.

Q. Will I be scared?
 

A. No, no one will touch you or harass you and you won’t be locked in, those who suffer from claustrophobia can be assured that our rooms are of reasonable size, some even have windows!

SECTION 3 – BOOKINGS AND CANCELLATIONS
 
Q. How do I book?
 

A. Please visit our online bookings page here, which will show you what times are available to book, process your booking and take payment in advance. We highly recommend booking in advance as same day availability is very limited.

Q. What if I want to bring extra people on the day?
 

A. We can increase your booking size up to your game’s maximum number of players, subject to an additional card payment, if you contact us via the email address or phone number shown on your booking confirmation. Please try to let us know by the day before if you are planning to add players, so we can send you an updated booking confirmation and online payment link. Please note that if you add additional players on the day of your booking we can only accept a single card payment using the card the original booking was made with, or cash on arrival.

Q. What about corporate bookings?
 

A. Yes, we can do that. Contact us via email to discuss how we can tailor your event, whether it’s a work social event or a fun way to build teams and communication skills as part of a corporate training or development event.

Q. Can I cancel or rearrange my escape game booking?
 

A. Contact us at least 48 hours before your booking via the email address or phone number shown on your booking confirmation and we’ll try our best to rearrange your booking. We can’t guarantee that a suitable alternative time will be available for You and if You decide to cancel instead then no refund will be given.

Q. Somebody has dropped out of my team, can I get a refund for them?
 

A. Escape games are live ticketed events and, like other ticketed events such as concerts and cinemas, we have a no refund policy which you agreed to at the time of booking. You are welcome to bring anyone else along instead, or you can rearrange your game to another time when you can all make it, if you contact us at least 48 hours before your booking.

Q. I can't make my game today or tomorrow, can I get a refund?
 

A. Escape games are live ticketed events and, like other ticketed events such as concerts and cinemas, we have a no refund policy which you agreed to at the time of booking. However, we understand that unforeseen circumstances do occur and if you contact us within 48 hours of your booking we may offer to reschedule your game or issue a voucher that allows you to rebook at a later date, subject to a £30.00 (including VAT) late rearrangement fee if we are unable to resell the game slot, or a £10.00 (including VAT) administration fee if we do resell the game slot.

 

Q. Do I need to print my booking confirmation email?
 

A. Please bring it along with you so we can verify who you are. It doesn’t need to be printed, on a phone or tablet will do nicely. If you lose it an alternative form of identification to prove who you are will generally suffice.

 

If you have any specific concerns or questions we’ve not covered here, please contact us [click here].

History Mystery® creates fun and engaging games for heritage locations, visitor attractions and brands, contact us if you're interested.
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