FAQs

What is an Escape Room?

An Escape room is an immersive experience for teams of up to 8 people. You and your teammates are locked in a room and will need to work together to solve puzzles in order to escape. Book your room today!

How much does it cost?

The price per person ranges from $30 – $36 depending on the number of participants. See our Rooms page for more details. Kids 5 and under are free but do still count towards the total room capacity. We accept Visa, MasterCard, PayPal, American Express, and Discover.

What is your refund policy?

If you need to make a change to your booking, please contact us by email. Our policy is:
* 48 hours or more from reservation: full refund or reschedule.
* 24-48 hours from reservation: customers may choose (a) free rescheduling, one time, for a future date or (b) to receive a Voucher Code that may be used to rebook at any time in the future.
* Day of reservation: customer must contact 21 Keys with AT LEAST 2 HOURS NOTICE prior to the reservation and may choose (a) free rescheduling, one time, for a future date or (b) to receive a Voucher Code that may be used to rebook at any time in the future. There is no refund and no rescheduling for late/no-show participants.

Do you offer any discounts?

We offer Military and their immediate families a $3 discount at the time of purchase. Please be prepared to show current ID on arrival. (use the “Military” dropdown when booking; cannot be combined with any other coupons)

How many people can play at one time?

Some rooms have a maximum of 8 players and others have a maximum of 6. We’ve chosen the maximum number of participants based on the physical size of the room, the number of puzzles to be completed in the escape, and the fire/safety guidelines provided by our local fire department.

Everyone in the room counts towards the room’s maximum capacity with the exception of infants in a carrier such as a car carrier, front pack, or backpack. If their feet are on the floor, they count towards capacity.

My group is larger than the maximum occupancy. Can I add them?

Unfortunately, due to fire and safety regulations, we cannot exceed a room’s maximum occupancy. But feel free to reserve multiple rooms or contact us to arrange for a special event!

My friends want to come with! Can I add more people to my booking?

Yes, as long as you don’t exceed the room’s maximum occupancy. You can either pay for additional people when you arrive, or give us a call to pay in advance. If you need to make a large group reservation, please contact us to arrange for a special event!

Do you host kids’ birthday parties?

We are happy to celebrate with you, but we do not have a party room, nor a kids’-specific room. Please remember, teens 16 and 17 must be accompanied by an adult who has signed the waiver, but the adult does not need to purchase a ticket or enter the room. Anyone under 16 must be accompanied by a paying adult (over 18) who will be present in the room at all times. As always, maximum room occupancy rules will apply.

When should I arrive?

Please arrive at least 10 minutes ahead of your scheduled time to fill out the waiver and listen to our safety and game briefing. Your experience will start promptly at your scheduled time. DO NOT BE LATE! If you arrive late, your booking will not be refunded or rescheduled.

If I’m late, can I still play?

Yes, but the time you have to escape may need to be reduced. For example, if your reservation begins at 8pm and you enter the room at 8:10pm because you arrived late, you will only have 50 minutes to escape, instead of 60 minutes. No refunds or rescheduling will be offered for late arrivals or no-shows. Please take traffic into account and map us out before so there aren’t any surprises!

Do you sell gift certificates?

Yes! Gift vouchers are available in $30, $60, $120, $240, and $300 increments. Click here to purchase a voucher that you can print or email to the recipient.

How do I redeem a gift voucher?

Please click on “Rooms” in the menu bar, then choose your escape adventure, date, and time. You’ll enter your 6-digit voucher code during the 3rd step of checkout.

What should I bring?

Bring a sense of adventure, your friends, and a desire to challenge yourself! Also, you’ll be on your feet for an hour, so wear comfortable shoes.

Is there any paperwork I need to sign?

Yes, each participant will be asked to sign a waiver (Non-Disclosure, Accident Waiver, and Release of Liability) before entering the room. This releases 21 Keys Ltd and any of its partners or affiliates of any liability in case you are injured or harmed on our premises, and allows us to monitor your participation by video and audio. Minors will require the signature of an adult. You can read the waiver here, if you’d like.

Am I really locked in a room?

Sort of. We will lock you in a room for 60 minutes exactly, unless you escape sooner. But, don’t worry… you will always be able to get out on your own if needed. Every room is equipped with a lock release button or key and cameras in case of an emergency. Additionally, your game is being monitored (audio and video) by our staff to ensure your time is memorable and safe!

Can I bring anything into the room?

No. Cell phones, cameras, purses, jackets, etc must be left in secure lockers in the lobby. If you must keep your cell phone with you because you’re “on call”, that’s ok, but please, no pictures or videos.

How hard is it to escape?

Each room has a different level of difficulty and it is possible that you won’t escape within the 60-minute time limit. But that’s ok, it’s all part of the game! If your team wants hints along the way, we are happy to help.

How much time will I spend at 21 Keys?

About 1.5 hours. We ask that you show up 10 minutes ahead of your scheduled time to fill out the waiver and listen to our safety and game briefing. Then, you will have exactly 60 minutes to escape the room. Afterward, there will be another 5-10 minutes to take pictures and discuss the room.

How many players do you need?

Any number of players from 1 to 8 can play, depending on the room. We recommend bigger teams for an exciting time and a greater chance of escape! Our bookings are setup for a minimum of 2 players, but if you would like to play solo, give us a call.

Will there be other people I don’t know playing with us?

No! Starting in March 2020, by popular request, we now offer private games at no additional charge. Simply pay for each person and the room is all yours! As always, maximum room occupancy rules still apply.

Are there actors in the rooms and will they touch me?

No. There are no actors and no one will be touching you.

Is it scary?

No! We are focused on FUN for everyone! Some of our rooms may include elements of surprise or employ techniques to enhance the ambiance (such as music or specific lighting), but they are not intended to be frightening and will never be gory or gruesome. We do NOT use strobe lighting, loud noises, or actors.

Are there any physical limitations?

Escape rooms at 21 Keys are live-action experiences that require at least one member of the team to be able to read, listen, bend, duck, crawl, reach, etc. If you typically need reading glasses, you should bring them. Our facilities and game rooms are on the building’s first floor and are wheelchair-accessible, with the following exceptions. In The Rival, at least one member of the team must be able to use stairs during the escape game. In The Speakeasy and Derailed, at least one member of the team must be able to crawl on their hands and knees during the escape game. In Derailed and Becoming Butch Cassidy, all members of the team must be able to use stairs during the escape game.

What are the hours?

Our exact hours are based on bookings and may be extended during holidays and school breaks. Please make your reservations online, as we often sell out in advance of weekends and holidays.

Do you post success rates?

No. We do not want anyone to feel unnecessarily pressured or discouraged. We want everyone to enjoy the game, and if you’re lucky enough to escape in 60 minutes, great! But if you don’t escape, we hope you will have had an amazing and memorable time anyway.

Are you filming me?

Each one of our escape rooms is equipped with cameras and your participation will be monitored to ensure an enjoyable and safe experience for all participants. Before you begin you will be asked to sign a waiver in order to be filmed. Video footage will be destroyed within 48 hours and never used publicly without your written consent.

Is it possible to book a time outside the posted schedule?

Sometimes, yes. Depending on availability, we may be able to book a special time slot for you. A minimum purchase will be required. Please contact us for more information!

I’ve already done one of your rooms. Can I do it again?

Yes! But please understand that you will not be eligible for our “Fastest 3” or “Clueless” leaderboards, as these are meant for first attempts only.