FREQUENTLY ASKED QUESTIONS
What is an escape room?
An escape room is a form of a real-life entertainment where participants are in a room with a specific theme and scenario alongside with other players. The objective is to complete a series of challenges in order to achieve a goal within a specified amount of time. Typically the goal is to escape the room, but not always!
How long do I have to escape?
The time limit to escape our rooms is 1 hour.
What is the recommended number of participants?
The recommended number of participants is listed for each room in their corresponding descriptions. You can view the room descriptions here. However, some rooms require a minimum number of players in order to book. This is so that there is a sufficient number of players to help each other solve the puzzles for the best player experience.
If you want to do one of our rooms with less than the recommended minimum , we recommend you call on site to discuss with our hosts, or alternatively walk-in to discuss the booking. Similar to booking online, you will have to pay the minimum amount for the room to reserve the room.
Please contact us for events and groups larger than the room’s recommended maximum.
Can I use the bathroom in the middle of a game?
You are free to enter and leave the room as you please, however, the game timer will not be paused and continue to countdown. It is recommended you use the restroom prior to the start of the game
Can I bring my cellphone into the room with me?
You cannot bring any electronic devices (phones, recording devices, smart watches etc) into the rooms unless it is for medical reasons or you are expecting an important call. Lockers are provided for you to securely store your personal belongings.
Do I need to bring anything?
You do not need to bring anything other than positivity, willingness to have fun and a desire to work with others!
How much does it cost to book a corporate or private event?
Please visit our corporate and private events page for pricing details.
Booking & Reservations
How do I book an escape room?
All bookings are made online through our online booking system, here.
Please note that bookings are subject to availability. Our booking system will close the availability of the rooms one hour prior to their start time.
Can my group exceed the recommended player capacity?
We do not recommend exceeding the recommended player capacity, as our escape rooms are designed to accommodate the specified number of people. Our player capacity is limited due to room size and fire codes. However, we may be able to accommodate more players depending on the room.
Please note that space is limited and the room may be more crowded with additional players if you exceed the recommended capacity.
Do you take walk-ins?
Yes, please note that walk-in bookings are subject to room availability at the time of walk-in. Therefore, we cannot guarantee you will be able to play a room during a walk-in.
Please email us at firstname.lastname@example.org or give us a call at +1 (403) 879 – 4617 to check room availabilities for that day.
How early should I show up prior to my booking?
Please arrive at least 20 minutes prior to your game time so that you and your group can sign in and be briefed on the house rules. To respect the game time of other players, all games start on time even groups are late for their booking.
What if I am late for my booking?
Delays in starting a game will affect players who signed up after, we respect all guests’ play time and want everyone to have an amazing experience at Level 1 escape.
It is advised that everyone in the group arrives at least 15 minutes prior to your booking. The timer will start at the bookings time regardless if the group is here or not. For any reason, you are unable to make the booking please give us a call so we can properly adjust or cancel your booking.
Can I book a room privately for my group?
Yes, please select the book entire game button under options when making your booking. This means that no other players will join you in your experience.
Can I book a corporate or private event?
Yes! Our facility is over 6,000 sqft with additional event space in the upper floors allowing up to hold up to 60+ people at once. However, there is a maximum of 30 people that can be playing our escape rooms at a time. If you have a group larger than this, you will be required to stagger your start times.Please see our event page for more details
What if my group does not meet the recommended minimum number of players?
If your group does not meet the recommended minimum number of players for the room please contact us.
Room Elements & Game Related Questions
Are the escape rooms scary or dark?
Many of our escape rooms have a dark or low-light setting.
The only escape room designed to be scary is The Haunting of Apartment 103.
Our other rooms may have unsettling themes or be dark in nature, but overall should be manageable by most
For all of our dark/low-light rooms, lights will be given to players prior to entering the room, or they will be obtainable inside of the room during the game.
Are there any jump scares in the rooms?
There are several jump scares in The Haunting of Apartment 103. However, no one will be hidden in the room, and nothing in the room can physically touch you (aside from your team mates). If this is a concern, please notify the staff and we will remove these elements, or tone it down for you.
What if we get stuck on a puzzle and can’t figure out what to do?
If you find yourselves struggling to solve a puzzle, you may request for a hint by pressing the hint button inside of the room. However, our rooms are equipped with a self-service iPad that allows you to govern when you would like a hint. Also, note that any chances of being on the leaderboard are lost if a hint is used.
How many groups have managed to escaped?
We try our best to keep our room statistics up to date. Our escape rooms are designed to have an escape rate between 5% – 50%, depending on the room. You can view the statistics for each room on the corresponding room descriptions, here.
If you are struggling to solve a puzzle, you may request for a hint by pressing the hint button inside the room. Please note that hints are not free and you will be disqualified from the leaderboard if a hint is used.
Are your rooms appropriate for children?
Please be advised that our rooms can be considered scary to younger children. If your child is easily scared and you would like to play a room, we recommend The Vault as the story-line is more child-friendly.
Do you ever change your escape rooms?
Yes, we are constantly creating new puzzles and tech to implement in our escape rooms.
We also change our room themes periodically.
Cancellation & Refund Policy
What is your cancellation and refund policy?
A refund can only be issued if you made your booking online with us and is canceled at least 24 hours before the time of your booking.
Cancellations within 24 hours of your booked start time can be rescheduled or be provided full credit; no refunds.
A booking is considered a no-show if we aren’t notified about a booking cancellation prior to the start of the booking.
Bookings made over the phone will be charged for the number of participants initially booked and standard refund policies still applied.
Please note, refunds are processed at the end of the month and it will take 3 – 5 business days for it to appear on your statements.
Can I change my booking?
Yes, changes to your booking can be made any time prior to your booking. You may change your booking to any available time slot.
Please note that the time slots you wish to change to are subject to availability.
If you wish to request a change, please email us at email@example.com or give us a call at +1 (403) 879 – 4617.
Corporate & Private Events
Can I book for a corporate or private event?
Yes. We can accommodate events of any size, however, there is a maximum number of players that can be playing at a time.
Please check our private & corporate events page for pricing and more information.