Frequently Asked Questions
What is an Escape Room?
An Escape Room is an interactive experience where you are “locked” in a room with puzzles and riddles for your team to solve. You have a limited amount of time to complete the objective and/or escape the room. With teamwork, ingenuity, and a bit of luck, you’ll succeed!
How do I reserve a room?
The best way to book your escape room is online. Start by choosing our Grayslake or Naperville location or the escape room you’d like to play. Then click the “Book Now” button and follow the steps to complete your reservation.
Phone reservations are accepted as well however to get the best rate be sure to book online!
How much does it cost?
Our standard ticket prices range from $38 to $45 per person, depending on the escape room. But when you book through our website, it helps us stay organized and focus on giving an engaging experience to our players. We pass those savings directly to you with an automatic $3 discount on every ticket! For groups of two, there is an additional charge of $5 per person.
Are the rooms private?
Every booking is a private experience, so you will never have to worry about being paired with strangers. We find this to be the most fun, and safe, experience for our players.
I don’t know how many people will be playing, can I add more players later?
You can add more players up to the start of your game. If you aren’t sure how many people will be in your party, we recommend buying 3 tickets to start, and then finalizing the count when you arrive. Additional tickets paid on-location can be charged to the same card used online, or with a new credit card.
How many people can do a game at a time? Can kids play the rooms?
All of our rooms can accommodate at least up to 6 people, with some allowing up to 10!
We love seeing kids come use their brains! However, we required kids under 13 to have a parent/chaperone present in the room during the game.
How hard are your escape rooms?
Each of our rooms is rated on a difficulty scale of 1-10. We base this rating on a group size of four players, including the standard four clues. Our room difficulties range from 4-8 on that scale. Less players will make the room more difficult, while more players or using more than four clues will make the room a little easier. The rooms are designed for adults, so easier rooms for adults may be more difficult for younger players.
I want to win! How do I increase my chances?
Bringing more people is a sure-fire way to increase your chances of success. We recommend bringing a group of 4-6 players, which allows for a good combination of participation and extra brain power.
In addition, following our escape room tips & tricks will also help you get the win!
Do you accommodate disabilities?
We accommodate disabilities to the best of our ability. Both locations are wheelchair accessible.
Should you have any specific inquiries regarding our accommodation options, we encourage you to reach out to us prior to booking. This will allow us to determine if the chosen room is suitable for your party’s needs.
When should we show up for our game?
We ask that teams show up 10-15 minutes before your games. This gives you enough time to fill out the waiver, go to the bathroom, warm up your brain and watch our rules video prior to your room start time.
Do you take walk-ins?
Our Grayslake location is open for walk-ins on Saturday and Sunday (subject to availability.) Our Naperville location is currently reservation-only. If you have any questions about this please feel free to contact us.
Do you have party rooms?
Troubled Puzzles does not currently have dedicated party rooms at either of our locations.
However, our Grayslake location has an event space right next door. If you’d like to inquire about party packages at Grayslake, please call us.
Cancellation Policy
Booking cancellations can be made at any time by calling the location of your booking and letting us know. However, refunds are only issued if you cancel your booking at least 24 prior to your booking date/time, no exceptions.
For cancellation inquiries or to initiate a cancellation process, we kindly request customers to contact us via phone to avoid unnecessary delays.
Refund Policy
A full refund will be provided in the following two situations:
- You cancel your booking at least 24 hours prior to your reserved date and time.
- Troubled Puzzles cancels your booking due to inclement weather or other unforeseen circumstances.
Failure to show up for a booking will result in being charged the full price and no refunds will be issued.
It is the player’s responsibility to review and agree to the stipulations set forth in our disclosures prior to reserving an escape room or engaging in the experience. This includes determining whether the escape room is age-appropriate, failure to escape the room within the allotted 60 minutes, or any other ancillary reason by the participant(s). We encourage all participants to ask questions about the experience at the time of booking or upon arrival prior to engaging in the experience in making a decision to participate.
Refunds will be issued in the same form used for payment.
Two Locations
Grayslake & Naperville, IL
Nine Escape Rooms
49% Average Escape Rate
4.9+ Rating
From over 200 Google Reviews