Frequently Asked Questions

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  How do I book a game?

  Please book your game online by clicking here.

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  What is your sanitation process?

  We are cleaning and disinfecting high-touch surfaces daily in our games and our lobby.

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  Will I be playing with other participants?

  By default, we offer shared experiences. This means multiple groups can book into the same adventure. If no other group has reserved your adventure, you will be offered the option to block out the remaining spots at a 50% discount. If you decide to bring more players than you purchased tickets for, just pay the remaining 50% upon arrival!
  
  *Some exclusions may apply at various locations.

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  Do I need to book in advance?

  Yes, we strongly recommend booking a reservation through the booking portal by clicking here.

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  Am I really going to be “locked” in a room?

  Yes and no. You will be in a room with a locked door, but every door is equipped with an exit button. Should you feel the need to leave the room, you are welcome to do so at any time.

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  How early should I arrive for my game?

  Please arrive 10 minutes before your game time for check-in.

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  How much do your games cost?

  Games are $34.99 per person plus tax.

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  How do I pay?

  All games are paid online at the time of booking.

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  My friends and family are joining, how can they pay for the same game?

  Please give us a call if your group is paying separately. We can split the payments into different cards over the phone.

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  How do I use my gift card(s)?

  Each gift card is valid for one player in one game. Your gift card will be used to book your adventure, so make sure it’s handy when you make your reservation. When booking online:

  • Select your game, date, and time. Each gift card has a unique 13-digit code. Enter this code in the “Have a promo code?” tab on the payment page.
  • Multiple gift cards cannot be applied to one reservation; please give us a call to book your game.
  • You’ll receive a confirmation email for each card you use.

  If you are having any problems using your gift card(s), please call us and a team member will be happy to assist you!

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  What is your cancellation policy?

  We understand that plans change, so reservations can be canceled up to 48 hours before your game for a full refund! Give us a call and we will be happy to assist you.

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  Can I reschedule?

  We can reschedule games up to 4 hours before your reservation time. Within 4 hours of the start time, the game is not transferable and non-refundable.

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  Do you have parking?

  Yes, free parking is available throughout Concord Mills.

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  Is there an age limit?

  We recommend our games for ages 13 and up. We do allow younger players, but some of the game content may be too difficult for them. A paying adult, 18 or older, must participate with anyone that is 14 and under. Also, any participants under the age of 18 will need an adult to sign their waiver.

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  Can I bring my small child with me?

  Yes! Any child that is age 4 and under can come along with you and will be free of charge. **Important**: please call us before making your reservation so that we can add their spot to your reservation, due to each game having a maximum capacity for space/players.

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  Can you accommodate large parties or corporate events?

  Absolutely! We have a full-time team dedicated to helping coordinate all of the details for you. You can reach our Guest Experience team by calling (704) 286-9834 or by emailing Concord@TheEscapeGame.com.

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  Are your games wheelchair accessible?

  Please give us a call at (704) 286-9834 and we will help you select the best game room for your team.
  

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  Can we bring food or drinks into the game?

  We ask that no food or drink is taken into the game rooms. Alcohol is strictly prohibited on our premises.

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  What is The Escape Game Concord?

  The Escape Game is the premier provider of escape rooms. Our adventures bring epic stories to life in a one-of-a-kind tactile experience. Enter one of our immersive worlds and recover a priceless work of art, find lost gold, or break out of prison. Your team will have one hour to complete your mission and escape. Be the hero and be home in time for dinner.
  
  For a more visual explanation, check out this video.

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  It’s my first escape room. Any advice?

  Watch this quick video for a few tips and guidelines for our first-time escapees!

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  How can I work at The Escape Game?

  Please visit TheEscapeGame.com/Careers to view all available positions.