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YOUR QUESTIONS ANSWERED

COVID-19 QUESTIONS AND ANSWERS

– What will I need to do as a customer to help keep everyone safe?

– What cleaning measures are you taking?

– I had a game booked before. How do I use my credit?

– How can I pay?

– Are you running a full timetable?

– Who can I play with? Can I socially distance in your rooms?

– What happens to my booking if we go into a second/local lockdown?

-I’m interested in booking two or more rooms. Can I do this?

-I’m interested in booking for a corporate gathering or for more than two households. Can I do this?

– Do I have to wear a mask?

– Do I have to give you additional contact information?

– I’m chaperoning children; do I have to go in with them? Can I wait in the foyer?

What will I need to do as a customer to help keep everyone safe?

We are putting several measures in place to help keep both our customers and our staff safe.

Customers will be required to:

  • Verbally confirm on entry that you have no COVID-19 symptoms.
  • Use hand sanitiser on entry.
  • Wash your hands before and after the game.
  • Maintain 2M distance from staff, and follow staff guidance.
  • Potentially wait outside the building before the start of your game, or wait in the room at the end of your game, in order to ensure one household is in the foyer at any time.
  • Turn up promptly 5 minutes before the start of your game time, and leave promptly afterwards. We are not able to accommodate customers in the foyer for longer than this.

We have changed the start times of our games, in order to accomodate one household in our foyer at any time. Please check the new start times on our booking system.

What cleaning measures are you taking?

Staff will be extensively cleaning the escape rooms, foyer, and toilet facilities between each game, using antibacterial cleaning fluid. We will also be ensuring maximum ventilation throughout the building between games.

I had a game booked before. How do I use my credit?

If you had a game rearranged or a deposit placed as credit over the past few months in light of the pandemic, and would now like to redeem this against a game, please contact the customer service team directly. The team can be reached at admin@lockhouse.co.uk, and will be manning the phones whenever possible. We thank you for your patience in this time.

How can I pay?

If possible, we request that customers pay in full via the website at point of booking.

We are currently not able to take cash payments. The only payments we are accepting in-store are card payments.

Are you running a full timetable?

Going forward, we will be opening on future days in staggered intervals, to allow us time to respond to customer demand and staffing options. Our booking system will show up-to-date availability. If a game is bookable, we are open for it to be played.

Who can I play with? Can I socially distance in your rooms?

Our rooms are suitable for groups consisting of either two households, or two social bubbles. It is not possible to maintain social distance in our escape rooms. For full guidelines please see government guidelines.

What happens to my booking if we go into a second/local lockdown?

In the event of a second or local lockdown, one of three things can happen to your booking. 1) We can move it to a future date 2) We can issue you a gift voucher with the value of your game for you to book at a later date 3) We can refund you. 

I’m interested in booking two or more rooms. Can I do this?

For large bookings we ask that you contact the team directly either via email at admin@lockhouse.co.uk or via the phone on 01223 321216. Our rooms have staggered start times and we are unable to move those for large group bookings. We will only allow one game at a time in the foyer to ensure the safety of our staff.

I’m interested in booking for a corporate or more than two households. Can I do this?

It is not possible to remain socially distant in our escape rooms. It is up to the customer to decide what measures they wish to take to ensure their safety. We will do everything we can to limit contact between groups with cleaning and staggered start times, but it is up to you as to who you include within your group. We do not advise more than two households/social bubbles playing at any one time and our number one priority is for the safety of our staff.

Do I have to wear a mask?

From the 24th July customers will be required to wear a mask in our foyer, based on government guidelines. Masks will not be required in the escape rooms themselves, but will be required in the foyer before and after your game. Masks will be available in the foyer if you do not have one. 

Do I have to give you additional contact information?

It is a legal requirement for businesses to keep contact information on customers, in order to assist with contact tracing should an outbreak occur. We will need to make sure our information is accurate and up to date, as well as potentially take additional information if your booking is a social bubble with two households.

The gathering of this information will be GDPR compliant. It will not be used for marketing.

I am chaperoning children – do I have to go in with them? Can I wait in the foyer?

Our policy is children under 12 must be supervised by an adult in the room. Children older than this may play our rooms without supervision. You may remain in the building, however you will not be able to watch their game. Foyer space is limited and we have a one game per foyer policy, so you may be required to stand outside the building to allow other customers to enter.

General Questions

Logistics

• Can you do the rooms with only two players?

How many players can you fit in each room?

I don’t know exactly how many players we’ll have. What should I do?

Where is the closest parking?

What public transport links are there?

How much is it to play?

Do you offer any discounts?

How long does the game take?

Concerns

Is it scary?

Will we be in a room with strangers?

Is it really hard? Can we have hints if we get stuck?

Is it claustrophobic? Are we actually locked in?

Families/Children

What is the age limit for children in the room?

I’m booking a kids’ party. Can they go in by themselves?

Is there a different price for children?

Corporate/Occasion Bookings

I’m booking for a birthday/hen do/stag do/special occasion and want something special in the room.

I want to propose in the room. Can you help me with this?

I am a business interested in working with LockHouse.

I can’t find my question on here!

Can you do the rooms with only two players?

Yes! All our rooms are two-player friendly.

How many players can you fit in each room?

Secret Agent and Egyptian Tomb can take up to six players, and Armageddon can take up to seven.  You can have a maximum of nineteen players if you book all three rooms.

I don’t know exactly how many players we’ll have. What should I do?

Not a problem! At LockHouse you only pay for the number of players who actually turn up on the day. If you’re not sure how many people will be coming, we recommend booking the rooms you want for two players and securing your booking with a deposit – we’ll adjust the final price on the day depending on how many people you bring.

Where is the closest parking?

The closest car parks to the store are the Queen Anne Terrace car park (5 minute walk) and the Grand Arcade car park (8 minute walk).  There is on-street parking from 7PM onwards and on Sundays, but it is often full, so please don’t rely on it.

What public transport links are there?

We are a 14 minute walk or 6 minute taxi ride from Cambridge train station.  The store is a 5 minute walk from one of the city’s main bus stops on Emmanuel Street, and Regent Street has a variety of even closer bus stops that many of the city’s buses will stop at.

How much does it cost to play?

We have peak and off-peak pricing for our games.  Our off-peak times are Monday-Thursday and Friday before 5PM.  Our peak times are Friday after 5PM and the weekend. For off-peak games our prices are £20 per person (or £25/person for two-player bookings), and for peak times it’s £24 per person (or £30/person for two-player bookings). Please note we will require a £20 deposit per room to secure your booking.

Do you offer any discounts?

We offer a 10% discount for students, NHS workers and Arts PictureHouse members.  If any of these apply to you, let your games master know on the day, and they will adjust your booking total accordingly.

How long does the game take?

You have a maximum of one hour in the room to try to escape.  

Is it scary?

No. Our Egyptian Tomb has a couple of ‘spooky’ props (think rubber snakes), but we have no hidden jump scares or horror-based elements in our rooms. If you have any phobias or concerns, you can always check with your games master beforehand.

Please note: the exception to this is in October, when we change our rooms to a horror theme for the Halloween season. This can involve live actors. If you would rather not have the jump scare elements, please discuss this with your games master on the day, and we’ll adjust the scary levels to accomodate your needs.

Will we be in the room with strangers?

No. You are only in the room with the people you book with. 

Is it really hard? Can we have hints if we are stuck?

Our rooms range in difficulty. You can have as many hints as you want while you are in the room – LockHouse has no maximum number of hints, and there’s no time penalty for them. That said, we find that most teams need less help than they expect – you’ll be surprised how much you can solve once you’re in the room!

Is it claustrophobic? Are we actually locked in the room?

You are not actually locked in the room, and can leave at any time through the door you went in by. Our Egyptian Tomb has some low ceilings and a crawling section, but we can offer an alternative way around at that point in the game. If you have any worries, please discuss them with your games master on the day.

What is the age limit for children in the room?

We allow all ages in our rooms.

I’m booking a kids’ party. Can they go into the room by themselves?

Children aged 12 and over can go into the rooms by themselves; younger children will require an adult to go in with them. We can allocate one free adult space for the room, which will not take up a player’s slot in that room – for example, if you booked Egyptian Tomb for six players, that would encompass six children players plus one free adult to supervise.

Is there a different price for children?

We do not currently offer a different price for children, but any kids under the age of 5 are free.

I am booking for a birthday/hen do/stag do/special occasion, and want something special in the room. Can we make requests?

We aim to be as accomodating as possible.  Please email admin@lockhouse.co.uk to discuss your ideas.

I want to propose in the room. Can you help with this?

Firstly, congratulations! And secondly we’d love to help.  Email admin@lockhouse.co.uk or ring 01223 321216 to discuss logistics with the team.

I am a business interested in working with LockHouse.

Sounds exciting! Email either Paul, our owner, at admin@lockhouse.co.uk, and address it for the attention of Paul, or contact our marketing manager Emma at emma@lockhouse.co.uk.

I can’t find my question on here!

Got a query we haven’t covered? Email us at admin@lockhouse.co.uk, or give the store a ring on 01223 321216, and we will try to help however we can!

FIND US

LockHouse Escape Games
70 Regent Street
Cambridge
CB2 1DP

CONTACT US

Please note there may be changes to our opening times and response to enquires due to the corona virus.

Tel: 01223 321 216

admin@lockhouse.co.uk

Opening Times:
Monday-Friday: 12:00-21:15
Saturday: 9:30-22:30
Sunday: 9:30-21:00