frequently asked questions

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What are your hours of operation?

Our normal game schedule operates Thurs/Fri (first game 4:30pm) and Sat/Sun for most of the day. If you are looking for a game during the off-hours, please contact the office to inquire about setting up a Special Game. Office Hours are Monday-Friday 10:30am-3pm should you need assistance. 


How many people are in the room?

The normal game capacity is as follows: Houdini - 10 people, Zombie Lab or Forbidden Aztec Temple- 12 people.

If you are booking out the entire room for your group, we can allow a couple extra people! The absolute max for private parties is as follows: Houdini - 12 people, Lab or Temple- 15 people. Please note, we can only allow extra participants when you have booked out the entire game for just your group. If your game is split with outside participants, the normal capacity will apply. If you have booked out the entire room and would like to add extras, you can either have them arrive at check in with you and pay in cash or you can pre-pay for them via credit card during office hours at 619-414-5459.

Where can I find parking? 
 Street parking (most meters nearby are free after 8pm). There are also parking garages (Park it on Market at 7th & Market is closest) and outdoor lots off of Market Street that are in walking distance. Most of them charge $1 an hour or have a flat nighttime/special event rate.


If parking at a meter, please be aware that you will be at our location for about 1.5 hours per game that you play.



What happens if I’m late?
You need to arrive 30 minutes prior to your reserved game time for check-in. Unfortunately, we are not able to hold the game or offer refunds/reschedules for being late or a no-show. It is very important that everyone arrives on time so we can ensure everyone is ready to start the game promptly.



Are there any age restrictions?


All minors must be accompanied by an adult at check in. While we recommend these games for 16 and up, if you have a young Sherlock Holmes on your hands they can participate as long as they are at least 6 years of age. Guidelines for those under the age of 18 are as follows:


5 and under: will not be allowed in the game. This includes toddles/babies, even if you have a baby carrier or offer to hold them, we unfortunately cannot allow them in the game nor do we have a waiting area so make sure you plan ahead for a sitter for the young ones.  ​

6-12: must be accompanied by an adult/parent/guardian during the game.
13-18: can participate in the game without an adult but will need to be accompanied by adult at check-in.


Please note, if you bring a young Sherlock Holmes that is 6 years or older, they cannot be picked up or carried during the game. 


WAIVERS: All Minors will need an adult/parent/guardian to complete and sign their Waiver.   


To fill out the waivers ahead of time, please follow the steps below:

1) Go to  https://thfloorsacom.waiverapps.com/locations/greatroomescapesandiego

2) Fill out the waiver, make sure the "Adult" section is completed by parent or guardian 

3) Before you submit, make sure to "check" the option to have a copy emailed to you 

4) Print out the completed form that was emailed to you and bring with you to turn in at check-in

Any minors that do not turn in a completed waiver will need to have the accompanying adult sign it at check in.  



Can I cancel or reschedule my reservation?
If you need to change the date, time, number of participants or simply cancel your existing booking, you must do so no later than 24 hours before your check in time. These changes can be made through the "View/Change Booking" link in your confirmation email. However, once it is 24 hours or less until your game time, you will not be able to change/cancel your reservation. We unfortunately do not offer reschedules or refunds if you are canceling/changing within 24 hours of check in time.  *Please note, leaving a message/email outside of office hours will not qualify as making your change. You will need to go through your confirmation email no later than 24 hours before your check in time. 

We unfortunately cannot offer refunds or reschedules if you need to change/cancel your reservation within 24 hours of check in, arrive late and/or miss your game, or are a no-show. Please be aware our games must start promptly.   


*If you need to cancel your game, you will be eligible for credit as long as it is done in compliance with our terms. 

 



Do I have to have 10-12 people to go?
No, if your group does not meet the maximum capacity of the room, then you will be paired with other participants who booked onto that game. If the remaining seats do not fill up, we will still play it for the parties who have booked!
 ​

What if I want just my group to be in the room?
If you want to have just your friends or family experience the Great Room Escape, simply buy out the entire room or contact us for details on arranging a special game during our off-hours.


What happens if I don’t make it out in an hour?
Don’t worry, if time expires, we will let you out of the room...... but you will have your photo taken showing that you did not escape! 

What if I can’t solve a riddle or clue?
That’s why teamwork is so important. Work as a group to solve the clues. There will also be a room monitor in case your entire group gets stuck.


Can I use my Cell Phone?
No. Cell phones, cameras, and other electronic devices must be turned off before entering the room. You can only rely on your brain!

What do I need to bring with me?
Bring your inner detective! Food and Drink will not be allowed in the game and personal belongings will need to be stowed away for the duration of game.

Do I have to be really smart?
Nothing in the game requires special training or skills. You just have to be willing to work as a team and be persistent.


Is it handicap and/or wheelchair accessible?
Yes! Please be aware that we do have stairs to enter and exit, one flight that takes you from street level to basement level. The building also has an elevator that we have access to if necessary. Once you are in the game, there should be no issues. If you have crutches or cast, you can still play as long as you are comfortable with standing for the full hour of the game. If you need to request elevator use, simply have someone from your group alert reception upon arrival and our staff will escort you to the elevator entrance.


Why is the Zombie Lab strongly recommended for ages 16 and up? Is it scary?

While none of our rooms are intended to scare you, the Zombie Lab does have some elements that can be scary to the young ones. There is a live zombie character that will be stumbling around trying to tag you as part of the game. There are also loud and startling special effects that happen throughout the game as means to distract your group from focusing as well as use of strobe lights towards the end. So no, you will not be chased and scared like at our haunted attractions but please be aware that this may be frightening to certain people or young children. We unfortunately cannot offer refunds or reschedules for any participants who choose to not enter the game