FAQ

Frequently asked questions

[VENUE & BOOKING]

What is an Escape Room?


An Escape room is your interactive, live puzzle game working against the clock. You have 60 Minutes to solve a series of puzzles using the clues you find, your brain powers and your problem solving ability. If you want to make our FAME board, do it in 60 or less




Will my room be with just us or will others be in there?


You book the room, you have the room to yourselves. Many companies do share the bookings to maximise sales and fill rooms, but we are happy to let a game play with just you, its your hour, enjoy.




Will i really be locked in?


For this we will pretend the emergency evacuation break glass is not there. YES, you are locked in a room, can you escape in 30 minutes?




DO I NEED TO BOOK?


ALTHOUGH SPACE PERMITTING WE WILL ACCEPT WALK IN BOOKINGS, IT IS ADVISED THAT YOU BOOK IN ADVANCE ONLINE TO ENSURE WE HAVE SPACES AVAILABLE AND TO AVOID ANY DISAPPOINTMENT. PLEASE NOTE, BOOKINGS CLOSE FOR GAMES 90 MINUTES BEFORE THE START OF THE GAME, IF YOU WISH TO BOOK YOU MUST DO IT AT LEAST 90 MINUTES BEFORE THE GAME STARTS




WHAT TIME SHOULD I ARRIVE?


PLEASE ARRIVE AT LEAST 10 MINUTES BEFORE YOUR SESSION




Can I Cancel, Change or Refund my booking?


CHANGE a booking time or date: This falls under 2 catagories depending on what you select at checkout; 1) CHANGE BOOKING UP TO 48 HOURS BEFORE (FREE) Selecting this option will allow you to change your booking date or time at any point between payment and 48 hours before your scheduled time slot. (you will need a date and time hand to move it too as we dont "hold" game slots) 2) CHANGE BOOKING UP TO 2 HOURS BEFORE (£2.50) Selecting this option will allow you to change your booking date or time at any point between payment and 2 hours before your scheduled time slot. (you will need a date and time hand to move it too as we dont "hold" game slots) Please note - This booking option is a one time use. on changing the date your booking will revert to a 48 hour booking. CANCEL a booking: You can cancel your booking completely and get a credit voucher for your deposit at any time up to the cut off times listed above depending on which you selected. Please note the £2.50 fee is not included in any credit note. REFUND a deposit: As long as the date you are attempting to cancel your booking is within 7 days of the payment date and the date of your booking is more than 7 days from the cancellation day then we will refund your deposit should you request it. for GIFT VOUCHERS you can cancel them for a refund at any time within 7 days of purchase as long as they are unused. If your voucher has been used to pay a deposit or play a game, your booking will fall under our Change Booking terms and conditions.




CAN I BRING EXTRA PLAYERS AFTER I HAVE BOOKED?


YES, BUT THERE IS A MAXIMUM OF 6 PEOPLE PER GAME AND YOU WILL HAVE TO PAY THE DIFFERENCE FOR THE EXTRA PLAYERS WHEN YOU ARRIVE




DO YOU PROVIDE CORPORATE TEAM BUILDING EVENTS?


OF COURSE. ALL OUR GAMES ARE SUITABLE FOR TEAM BUILDING EVENTS AS TEAM WORK IS A KEY PART OF ESCAPING WITHIN THE 60 MINUTE TIME LIMIT




IS YOUR VENUE WHEELCHAIR ACCESSIBLE?


UNFORTUNATELY NOT. BUT PLEASE CHECK BACK WHEN OUR OTHER ROOMS OPEN AS WE PLAN TO MAKE AN ACCESSIBLE ROOM IN THE FUTURE




WHAT IF I ARRIVE LATE?


DUE TO OUR EVENTS BEING LIVE, WE CANNOT GUARANTEE YOU WILL BE ABLE TO PLAY IF YOU ARRIVE LATE. WE ARE UNALBE PROVIDE REFUNDS IN THIS SITUATION.
WE MAY START YOUR TIMER BEFORE YOU ARRIVE TO STILL GIVE YOU A CHANCE TO PLAY THE ROOM. DURING HOLIDAY SEASONS, PLEASE ALOT AT LEAST AN EXTRA 20 MINUTES TO YOUR JOURNEY TO ACCOUNT FOR INCREASED TRAFFIC IN THE AREA




HOW MUCH DOES IT COST?


A DEPOSIT OF £20 PER ROOM IS TAKEN AT THE TIME OF BOOKING. THE REMAINING BALANCE IS TO BE PAID IN CASH WHEN YOU ARRIVE ON THE DAY. UP-TO-DATE PRICING IS AVAILABLE ON THE BOOKING PAGES




Where Can I Park?


Parking is very quick and convinient from Carmarthen. Simple head to SA31 1LS and at the roundabout (We are on it) Take the King Street Exit, 50yds on your right opposite St Peters Church is St Peters Car Park. It costs (at time of writing) £1.60 for 2 hours in the short stay, long stay is £2.30 for a day if you plan on hanging around and exploring wonderful Carmarthen while you are here.

We do not advise that you park in Lidl supermarket car-park as it is for Lidl customers only and they use an automated penalty system.





[COVID-19]

Are you open?


Yes, until such a time companies are force-closed and grants are issued we have little choice but to remain open for as long as possible. But this has its merits, you need a mind release with your close family to "Escape" both our room and the mental torture of this outbreak. Join us and we will take your mind off things.




Cancellations


There are 2 reasons for cancellation, YOU you need to cancel because someone has symptoms. This can be done the night before your booking at the latest and we will happily provide you with a credit note so you can re-book. Please do not cancel on the day, we are extensively cleaning constantly to get a room ready for your arrival and we would need to use your deposit to in some way help towards our wages. We cannot offer refunds for cancellations sadly, if we want a chance of staying here at the end of this we know you understand and sympathise that refunds would cause a greater decline. US we may need to cancel if we fall ill ourselves. However if we do this we will let you know the night before.




Is it Safe?


To be sure of this and make our games as safe as possible we employ the following: CLEANING Our game slots have been reduced by 50% so we have 2 hours of avalible time between each game, this means we can deep clean all locks, handles, items used and surfaces in each room between games. Anything we miss we hope will be killed by our humidifier which runs for 30 minutes pumping antibac into the air to get in every space we miss. HYGIENE We have alcohol gel for you to use (on entering the building and entering the game room), we also have Latex Free (Nitrile) gloves avalible by request. PERSONAL SPACE To save anyone feeling "on edge" we will take the first step. We will maintain a minimum distance of 1m (6 feet) from you are all times. We are not sick, (as i am sure neither are you) but it just saves anyone feeling uncomfortable.




Changes to games?


We have introduced 1 change to our games which relates to The Oubliette. We have removed the requirement to be "bagged" to enter the game for your piece of mind. Although it is part of the immersion and the pillow cases we use to bag you are boil washed for each customer, if it puts your mind at ease you will not be required to wear them unless you wish too.




Getting in touch


To get in touch with us about anything here or to answer your questions further, please use use the following methods to ensure we see it as soon as we can. (its no secret we are awful at phones, when you are playing your game i am sure you would be angry if we missed a clue because we are on the phone.) So we do not answer calls when games are live. We can however still respond by: FACEBOOK WEBSITE "CHAT WITH US" EMAIL- info@escapegamecarmarthen.co.uk





© 2019 Escape Game Carmarthen Limited