FAQ

HOW DO I BOOK A GAME?

Please book your game online by clicking here.

If you are paying with an international card, please call 415-940-7808.

HOW ARE YOU ENSURING THE SAFETY OF YOUR GUESTS?

We have made several changes to our normal operating procedures in order to ensure the safety of every single guest and team member. Some of these changes include, but are not limited to the following:

• All of our adventures will be private experiences for the time being, meaning you will be in the game room with only your friends or family.
• Contactless Check-In: Our waivers are available online, so our guests will not need to touch screens or make contact with our team members during check-in.
• We’ve made small adjustments to some of our games to avoid high-touch elements and minimize contact.
• Our team members will be distancing themselves from our guests by at least 6 feet at all times, as well as wearing face coverings

WHAT IS YOUR SANITATION PROCESS?

We have added more time in between all of our games to leave time for our new additional cleaning measures. We disinfect game rooms between each and every game and common areas like our lobbies between every cycle of games.

WILL I BE PLAYING WITH OTHER PARTICIPANTS?

All of our experiences will be private for the near future. This means the friends and family you bring with you will be the only ones in the game room. Your Game Guide will communicate with you through a screen in the room.

DO I NEED TO BOOK IN ADVANCE?

Yes, we strongly recommend booking a reservation through the booking portal by clicking the Book Now button above.

AM I REALLY GOING TO BE “LOCKED” IN A ROOM?

No. The doors are not locked, but you must still complete your mission to successfully “escape”. Should you feel the need to leave the room, though, you are welcome to do so at any time.

HOW EARLY SHOULD I ARRIVE FOR MY GAME?

Due to safety precautions in light of COVID-19, please wait in your vehicle or outside of our store until your exact scheduled game time. Our doors will be locked before your arrival to ensure reduced traffic in our lobby. At your scheduled game time, when all players on your team are ready outside, text or call our team at (415) 622-8821 and we will unlock our doors for you.

HOW MUCH DO YOUR GAMES COST?

Games are $41.99 per person.

HOW DO I PAY?

All games are paid online at the time of booking.

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.

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 chat or call us and a team member will be happy to assist you!

WHAT IS YOUR CANCELLATION POLICY?

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

CAN I RESCHEDULE?

Absolutely! Give us a call anytime before your reservation and we will be happy to assist you.

DO YOU HAVE PARKING?

We do not have our own parking lot, but there are paid garages nearby. We recommend grabbing a taxi, using a ride-share service, or walking when possible.

If you do need to use a parking garage, we recommend The White House Parking Garage located at 223 Sutter Street, San Francisco, CA 94108 (when factoring in location and price). Find out more at thewhitehousegaragesf.com.

The closest BART station is the Montgomery St stop.

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.

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.

CAN YOU ACCOMMODATE LARGE PARTIES OR CORPORATE EVENTS?

Absolutely! While large public gatherings are not currently recommended, we can still help host large parties and corporate events by splitting large groups into smaller game rooms. 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 415-549-0099, emailing [email protected], or through our live chat below (available 7am-1pm pst Monday-Friday).

ARE YOUR GAMES WHEELCHAIR ACCESSIBLE?

Please give us a call at 415-940-7808 and we will help you select the best game room for your team.

CAN WE BRING FOOD OR DRINK INTO THE GAMES?

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

WHAT IS THE ESCAPE GAME?

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.

IT’S MY FIRST TIME ESCAPING, ANY ADVICE?

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

HOW CAN I WORK AT THE ESCAPE GAME?

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