FAQs
What is an Escape Room?
An Escape Room is an interactive experience where you are ‘locked’ in a room with puzzles 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 book?
The best way is to book online, by clicking on your location of choice at the top of the page and selecting the ‘book now’ button.
Phone reservations are accepted as well however to get the best rate be sure to book online!
How much does it cost? / Are the rooms private?
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.
Each booking is a private booking so you will never have to worry about being in the room with strangers.
Can I add another player?/I don’t know how many people will be playing until later.
You can always add more players up to the day 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.
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 ask that kids under 13 have a parent/chaperone present in the room during the games.
How hard are the rooms?/Will it be a challenge?
Each of our rooms is rated 1-10 in hardness. We base this on group sizes of 4 (using clues). The rooms are designed with adults in mind so easy rooms may not be as easy 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 4-5 players.
In addition, following our tips & tricks (such as calling out new locks and having a specific place for items that have been used) will also help you get the win!
Do you accommodate disabilities?
We strive to accommodate a wide range of disabilities to the best of our ability. 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 waivers, go to the bathroom, or wait for the rest of your party to arrive.
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?
Our Grayslake location has an event space right next door! If you’d like to inquire about party packages please call us.
Cancellations
Our policy allows for a full refund or credit up to the amount pre-paid provided only in instances when a request for cancellation is made with at least 24 in advance of the scheduled time slot booked or in the event of operator cancellation due to inclement weather or unforeseen circumstances. For cancellation inquiries or to initiate the cancellation process, we kindly request customers to contact us via phone to avoid any unnecessary delays. Please note that failure to show up for a booking will result in being charged the full price. Refunds will be issued in the same form used for payment.
Refunds
Troubled Puzzles Escape Rooms has a no refund policy, less exceptions noted in the Cancellation Policy. It is the client’s responsibility to review and attest to the stipulations set forth in our disclosures prior to 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.