FAQ

Frequently Asked Questions

General questions

Getting oriented

What exactly is an escape room?

Think of it as stepping inside a movie, except that the movie pulls you in and doesn't let go. You and your group have 60 minutes to figure out what's going on, follow the clues, crack the puzzles, and get out together. Way more fun than it sounds, and it leaves you with one of those memories you only get when you went through something with your group. No experience needed. First-timers are welcome.

How long is each game?

60 minutes. Most people play right around that, a little less if you happen to be very fast.

How long does the whole thing take?

The game is 60 minutes. Add about 15 minutes before for waivers and a briefing, and a few minutes after for photos. Allow 90 minutes and you will be out in time for whatever you have planned next.

Will you pair us with strangers?

Nope. You go in with who you came with. And probably leave with them too.

Choosing a room

Half of us have never done an escape room. Is that a problem?

Not at all, and it is the most common situation we see. Malediction, Red Giant and Heretics all work well for beginners. Cannibal’s Den and Da Vinci’s Challenge are our two hardest, so maybe save those for a crew that has done a few of these.

Which room is actually scary?

Cannibal’s Den, genuinely, and it is the only room with real horror in it. Heretics is dark and gloomy but not frightening. The rest are quite friendly, so if someone in your group is out on scary, you still have plenty to pick from.

How many people can play?

Each room takes a different number of players:

Cannibal’s Den 2-6
Heretics 2-6
Red Giant 2-6
Malediction 2-8
Da Vinci’s Challenge 2-10

If your group is too big to fit in one go, or you want several rooms starting at the same time, contact us before you book. Online times may not line up on their own, and we cannot change them once booked.

Who can play

Do you have an age limit?

No real upper limit. If someone’s up for it at 114, we’re up for it too. On the younger side, 8 is generally a good starting point for most of our rooms, though we do have one game built for younger children, so ask us if your group is small. One responsible adult must stay in the room with any minors for the full 60 minutes.

Can I book for a group of children?

Yes, but one thing you should consider: our games require that a responsible adult stays inside the room with the children for the entire 60 minutes. Our game masters run the game to make it fun and safe for everybody, and they cannot supervise children.

If a child needs to step out, an adult has to go and stay with them in the lobby. If that leaves no adult inside, the game may have to stop, so it is worth figuring out these logistics ahead.

Is Quest Room wheelchair accessible? Elevator, bathrooms, and game rooms

Our venue is on the second floor, but the building has an elevator, and the lobby, common areas and bathrooms are all fully wheelchair accessible. Inside the game rooms it varies: some rooms have areas or puzzle mechanics that can be harder to navigate, but several of our rooms work well for wheelchair users, including Malediction and Da Vinci’s Challenge. Just let us know when you book and we will match you to the right room and walk you through what to expect.

Booking

How do I book?

Pick your game, pick your date, time, and the number of people playing. Tickets are non-refundable, so lock in a date you're sure about. If you're not sure exactly how many people are playing, book for the minimum number you're sure will come, you can always add more people later.

How far in advance should I book for an event?

2-3 weeks is a good rule for any larger event booking, and 2-4 weeks for a big corporate event, since those take more preparation. Friday and Saturday fill up first, so aim earlier in peak season. Sometimes you can still get in the same week, so it is always worth checking availability before assuming you are too late.

Can we have the whole place to ourselves?

Yes. The whole venue can be booked as a separate arrangement, Sunday through Friday, which gives you the entire place to yourselves.

It is also the only way to have a bar, because once a bar sets up in our lobby we cannot have anyone else in the space. Email or call us with your date and group size and we will talk it through with you.

Before you arrive

Can we drink before or during the game?

No, please don’t. These rooms are genuinely challenging, and people who turn up under the influence get confused, lost and often frustrated. They may trip and fall, or break something. Escape rooms, drinking and drugs do not go together. We take safety seriously and really want everyone to enjoy the games.

Can we wear costumes?

Yes. We have costumes here and you are welcome to put one on before you go in. They are themed to each room and simple enough to play the whole game in. Most people put one on just for the fun of it, and they look great in the group photo at the end.

Can I bring my phone, camera, or smartwatch into the room?

We ask that phones, smartwatches, smart glasses, cameras, and other electronics stay outside the room. If you have a specific reason you need your phone with you (e.g. a medical condition, an important call you’re expecting), let us know before your booking and we’ll work it out with your game master on a case-by-case basis. If you have any questions in this regard, please call or write to us ahead of time.

What if I need to leave the room during the game?

If you think you might need to step out at any point during the 60 minutes, for any reason (a known medical need, an important call you are expecting), tell your game master before the game starts. This matters more than it might seem: in most rooms, the only way out mid-game is the emergency exit. Triggering it ends the game immediately for your entire group. The game cannot be restarted, you would need to rebook. Your game master can plan ahead with you, but only if you tell them before you go in. When in doubt, say something first. If you have any questions in this regard, please call or write to us ahead of time.

What happens if we arrive late?

Please arrive at least 10 minutes before your start time.
Late arrivals may lose game time, because the game starts on schedule.
Not checked in within 30 minutes of your reservation? Your game may be canceled without a refund.

Changing your booking

Can I add another player to my group?

If you need to add someone who would like to join, yes, you can. The only thing to keep in mind is the room's capacity. Call us in advance so we can add them to your reservation and have their waiver ready.

Can I reschedule my booking?

At least 12 hours' notice required
Rescheduling fee, based on your new date:
- $30 for Monday through Thursday
- $60 for Friday, Saturday, Sunday and holidays
If the new booking is more expensive, we will ask you to pay the difference.
New booking costs less? Unfortunately we cannot refund or credit the difference.

Can I get a refund?

Game bookings: tickets are non-refundable, same as a concert ticket, so you can reschedule instead for a small fee
Birthday/corporate deposits: non-refundable, so please double-check your date before paying
Gift cards: non-refundable, but never expires

That said, mistakes can happen, whether it is human error or a glitch in our booking system, nobody and no process is perfect, unfortunately. If you believe we made a mistake, email us and simply explain what happened and why you think there’s an error. Give us a little time to look into it. We are not just fixing that one case, we’re checking the whole process so it doesn’t happen again.

Celebrations

Is this right for our occasion

Can we book Quest Room for a celebration?

Yes, and most of our groups are celebrating something. Birthdays, anniversaries, graduations, promotions, or family in town.

If you just want to play, book online like any other group.

If you would like to hang out afterwards, cut a cake or hand over an award, you will need a space for that, and that is not something you can book online. Our birthday and corporate packages both include the space, so those may be worth a look first. Otherwise email us or call us, tell us what you are celebrating and how many people you are expecting, and we will help you put it together.

We are celebrating an adult birthday. Is that different from your kids birthday parties?

Quite different, and often simpler. Our birthday packages are built around children, with the party space, pizza and a supervising adult in the room. For an adult birthday, most groups just book the room and go, then head out to dinner afterwards.

If you need a space, or even more than that, email or call us and we will talk it through. The whole venue can be booked if you need it.

Is Quest Room good for a date night or an anniversary?

Yes. If it is just the two of you, that works fine, and a couple that plays well together is a genuinely good hour. Make it a double date and it gets better, and it is still a small enough group to feel like your evening.

Fair warning on Da Vinci’s Challenge though: it is built to split a group in two, and it very rarely gets beaten by only two people. If you want to escape rather than just enjoy trying, consider picking another room.

Most couples just play and head out to dinner afterwards, so a space is usually not part of it. If you want ideas, or you do want a space, email us or call us and we will help.

We are celebrating a graduation. Does that work?

It works well. Graduation groups tend to be a mix of ages, the graduate plus friends plus family, and the rooms handle that mix easily. If your group is bigger than one room holds, we can run several rooms at the same time so nobody sits out.

If you also need a space afterwards, or even more than that, email us or call us and we will talk it through. The whole venue can be booked if you need it.

We have family in town. Can you handle a group like that?

Yes. Mixed ages work well here, including people who might not have seen each other in years. Everyone has something to do from the first minute, so the group falls in together without anyone having to work at it.

Our games hold between 6 and 10 people each, so a really large family may split across two or three rooms and everyone still plays at the same time.

Is an escape room a good idea for a retirement, a promotion, or a send-off?

Yes, and it is one of the better ideas for all three. It works across ages, and it works especially well when the group comes from the same workplace and has known each other a while.

Capping a well earned promotion with a unique game the whole team faces together is the part people bring up years later. And for a retirement, or anyone leaving a team they will miss, one last mission for the guest of honor and their old team is a send-off nobody will forget.

If you just want to play, go ahead and book online. For a larger group, our corporate packages may be worth a look, since they are built for exactly this and include the space and time around the game. Either way, if you would like a hand, email us or call us and we will work it through.

Making it feel like an occasion

Can we do something special for the person we are celebrating?

An escape room is already something out of the ordinary, so you are starting from a good place.

If you want to go further and make one person feel like the whole hour is about them, talk to us before you book. Tell us what is on your mind and we will work through what is possible, what is not, and what is a good idea. Some things blend in beautifully. Others would get in the way. We will tell you which is which, and we can only do that if we hear from you in advance.

Can we do a proposal here?

Yes, and we have done it more than once. It works, and it works because it is planned with us properly.

Tell us exactly what you have in mind and we will plan it together. One rule we do not bend: the ring never goes inside a puzzle.

One thing you have to be prepared for. This is a live game in a real building, so interruptions may happen. A blackout, a stubborn mechanism, or somebody pulling the fire alarm in the mall so the game has to stop and we have to evacuate. You may be able to come back and finish. That actually happened once, and it still turned out beautifully. All we are saying is that some degree of flexibility may be necessary for it to work.

If you are ready for that and ready to plan it with us, we will go into this with you. Contact us. We are all for happiness.

Do we get a photo?

Yes. Every group gets a photo at the end, and it is usually the thing people actually keep. We also have costumes here if you want them, simple ones themed to each room, and they can make the game or the photo even better.

Food and the space

Can we bring food, a cake, or decorations?

It depends on whether you have a space booked.

If you do, then yes. Bring a cake, balloons, basic decorations and your own food, and set up in the space. Confetti and piñatas are a bit much to clear away in time, so please skip those.

If you have not booked a space, then no. There will be nowhere to put it and nowhere to sit and eat. Without a space booking we assume you came to play the game and will head off afterwards.

Gift cards

Quest Room gift cards: what are they, and how do I use one?

Why it’s a great gift:

Not just an amount of money on a card. It is a specific thing to go and do.
Great for any adventure seeker, and for anyone who wants to try something new.
Occasionally offered at a discount as part of a promotion.
Never expires.

How it works:

Purchase online and your code is delivered instantly to your email.
Book your game at questroom.com.
Enter your code at checkout and the amount is applied to your total.

What it covers:

Good for any game at our Plano, TX location.
One gift card per booking. They cannot be combined, including for extra discounts.
Redeemable online only, not by phone or in person at the venue.

Good to know:

Gift card support is handled by email only, at [email protected].

Can I use more than one gift card on a booking?

No, only one gift card per booking. Gift cards cannot be stacked or combined, including for additional discounts.

My gift card is not working. What do I do?

The most common reason is a code that has not been entered exactly as written. Double check it and type it in character for character.

If it still will not go through, write to us. Gift card support is handled by email only, at [email protected], so please write rather than call. Our on-site staff cannot help with gift card questions.

Please give us a little time on these. Each one is checked by hand, and sometimes that means walking back through the whole booking to find out what happened.

Birthday parties

Getting Started

What's included in a birthday package?

Every package starts with the 60-minute escape room adventure and your own party space for cake and celebration afterward. From there you can add a surprise character, pizza, or both, depending on which package you choose. Call us and we'll walk you through the options.

How do I organize a birthday party at Quest Room?

Decide on your date (Sunday to Friday, since we do not host birthday parties on Saturdays)
Decide on your group size and pick a package
Think through what else you will need: cake, goody bags, candles, decorations, etc.
Call or email us and tell us what is on your mind and your group size, and we'll help you pick the right room for your kids' ages
Lock in your date with a deposit (non-refundable, so double-check it first)
Send out invitations
A few days before, confirm your final headcount with us
Show up about 15 minutes early for waivers, and have fun!

When is the best day to have a birthday party at Quest Room, and why?

We don't host birthday parties on Saturdays, so any other day works. The best fit is generally a Sunday or a weekday afternoon. Worth it? We believe so, because your whole Saturday stays free for other fun.

What days are birthday party packages available?

Sunday through Friday. Birthday parties are not available on Saturdays.

Booking & Payment

Is a deposit required for a birthday package?

Yes. Every package includes the party space, so a non-refundable deposit holds both your date and the space, with the balance due later. Because it is non-refundable, double-check your date before you lock it in.

Booking just the game is different. No package, no deposit, book it online like any other group. It can absolutely be part of a birthday. But without the package there is no space to gather in afterwards, so plan on playing and then heading off, rather than cake and presents here.

Can I use a gift card for a birthday party package?

Birthday party packages are booked differently as they often need a personal touch. Hence, they’re arranged personally by our team rather than through the online checkout where gift cards apply. Booking just the game is different, that goes through the normal checkout, so a gift card works fine there. If you have questions about payment options, email us or give us a call.

Can we arrive early to set up for the birthday celebration?

Everyone should arrive about 15 minutes before game time so the group can complete waivers and get settled. Setting up the party space is separate from that, and there are two ways to do it.

Before your game. If you booked a birthday party package and there is no party booked right before yours, we can often let you in earlier to set up. That depends entirely on the day, so if you are planning on it, please ask us when you book and we will tell you what is possible for your date.

During your game. You can also decorate while your group is playing, as long as the person decorating is not needed inside a room. For a children’s party that means an adult in every room you booked, plus one extra who stays in the lobby.

If you did not book the package there is no party space to set up. In that case we assume you came just for the game, and we hope the rest of the celebration is a great one. If you would like the space after all, just ask us and we will check whether it is available on your date.

Group Size

How many kids can play?

To help you calculate this: exactly how many kids can play depends on which games you choose, since each room has its own capacity
For example, combining Red Giant (max 6), Da Vinci’s Challenge (max 10), and Spell Breakers (max 8) can add up to more kids than the party space comfortably fits
Don’t forget to count adults too. One responsible adult from your group must be in the room with the children, especially across multiple rooms, and if a child needs to step out, an adult needs to supervise them in the lobby too
A birthday party package is really about the space and time around the game. Our party space fits up to 12 children comfortably; any more than that and it gets a bit tight
Need more room? You can book the entire venue exclusively instead of just reserving the party space within it

What if we have more than 14 kids?

It’s the party space, not the escape rooms, that sets the real limit. The rooms themselves can handle more when you combine games
Our semi-private party space comfortably holds up to 12 children
Up to 14 kids can usually still fit
Beyond 14, best practice is to book out the entire lobby for your party instead, for a 2-hour block
Email us or call us and we’ll help you plan it

Age & Room Selection

How young can the children be, and which rooms work best for a kids’ birthday?

We don’t have a strict age minimum. For most of our rooms we recommend 8 and up, but Spell Breakers is built for young children and works from about 4, which is why it is our most popular choice for kids’ birthdays.

Red Giant is a good next step from about 7-8. Da Vinci’s Challenge and Malediction suit older kids and teens.

If you’re not sure which room fits your group, call or email us and we’ll match it to their age.

What if a child has a disability or accessibility need?

Not everyone thinks to ask this, and the ones who do are usually the reason their child's whole party has a great time. Let us know about any accessibility needs when you book, for example needing extra light to read clues, or wheelchair accessibility, and we will walk you through what works and help match your group to the right room so every kid can participate comfortably.

Supervision

Do parents need to stay during the game?

Yes, a responsible adult must stay with the group in each booked escape room for the full 60 minutes
Our game masters run the story and keep things moving, but cannot be a chaperone or babysitter for kids outside the room
If any child steps out to the lobby, a responsible adult from your group needs to go with them
If the responsible adult needs to step out, the game has to end for that room

What if a child wants to step out of the room?

It happens: bathroom breaks, a moment to catch their breath, whatever the reason. If you think this might come up, let the game master know before the game starts. Important: do not push the emergency exit button. Triggering it ends the game immediately for the entire group, the same as with adult bookings.

Once a child steps out, the game master may not be able to let them back in without stopping the game. There's also something to plan for in advance: whoever accompanies the child outside needs to stay in the lobby to supervise them. If your group only has one adult and that adult is in the room with the other children, the game may need to stop entirely so the adult can come out. Think through your supervision plan before you arrive, it makes everything smoother.

Food, Decorations & Party Space

Can we bring our own food, cake and decorations to the party space?

Yes. The package that gives you the space is designed for exactly that, so bring a cake, balloons, basic decorations and your own food, and set up in the party space. If you would rather not bring your own food, the pizza package covers it. Confetti and piñatas are a bit much to clean up in time, so please skip those.

Without a package there is no party space, so there is nothing to set up and nowhere to sit and eat. In this case we assume that you just came for the game.

Is the party space private?

Semi-private. Your space is reserved exclusively for your group for the full duration of your booking
It's closed off from the rest of the lobby with walls and a curtain, comfortably fitting up to 12 children with table and seating
For fire code reasons, the wall has a gap near the ceiling, so sound can carry a bit between spaces

Corporate events

Getting Started

How do I organize a corporate event at Quest Room?

Decide on your date (Monday through Friday, since we do not host events on Saturday and Sunday)
Decide on your group size and which format fits: Sprint, Tournament, Championship, or something custom
Think through what else you will need: catering, bar, awards, prizes, etc.
Call or email us and tell us what is on your mind and how we can help solve for your event
Lock in your date with a deposit (non-refundable, so double-check your date first). Depending on the season, we recommend booking 2-4 weeks in advance
Loop in your team and send out the invitations
At least 1 week before, confirm your final headcount and complete final payment with us
Show up and have fun!

When is the best day to have a corporate event at Quest Room, and why?

The best time is Monday through Thursday afternoon, after work, which tends to be easiest for people to attend. We don't host corporate events on Saturdays and Sundays.

Group Size & Participation

How many people can participate?

We accommodate groups of 10 to 50 people
Groups larger than around 40 run in two waves so everyone gets a turn in the rooms
A corporate event is really about the space and time around the game, using our lobby and party space before and after to hang out, celebrate, network, and so on
Don't need that, and just want to play the escape room itself? Book online as a regular group, no event package needed

Does everyone play at the same time?

Groups of around 40 or fewer: everyone plays at the same time, across our parallel rooms in different teams
Groups larger than that: a second wave plays right after the first, and the first group socializes with drinks while the second group plays

Is there a minimum group size for a corporate event?

Corporate events aren't really about hitting a minimum headcount. It is about whether you want the space and time around the game
If you want our lobby/party space before and after to hang out, celebrate, network, and so on, our corporate packages work for groups of 10 or more
If you don't need that, and just want to play the escape room itself? Book online as a regular group, no event package needed

Is there a maximum capacity for a corporate event?

We can accommodate up to 50 guests total, but not all 50 can play at the same time, so groups this size run in two waves so everyone gets a turn in the rooms.

Bar & Catering

Do you have a bar?

Yes. If you would like a bar at your event, we coordinate with a mobile bar service that sets up in our lobby area right after the game. You'll work directly with them to choose what you would like served, alcoholic, non-alcoholic, or both. Just let us know when you book that you'd like this added and we'll make the connection.

Can you accommodate dietary restrictions for catering?

Please let us know ahead of time if you have dietary restrictions to handle. We'll put you in touch with the catering company so you have a chance to discuss this with them directly before you order.

Booking & Payment

How do we book a corporate group?

Call or email us with your headcount and preferred date. We'll help you choose the right format and get everything confirmed. A non-refundable deposit is required to hold your date.

Do you offer corporate invoicing or billing?

Yes, we provide an invoice for all corporate events. That's how we handle the deposit as well. If your company has specific billing requirements, let us know when you book and we'll accommodate.

Can I use a gift card for a corporate event package?

Corporate event packages are booked differently as they often need a personal touch. Hence, they're arranged personally by our team rather than through the online checkout where gift cards apply. Booking just the game is different, that goes through the normal checkout, so a gift card works fine there. If you have questions about payment options, give us a call.

Experience & Accessibility

Can the experience be customized for our team?

We can tailor the experience to your group, from room selection based on your team's interests and skill level to helping you structure the event flow. Reach out and we'll work with you.

What if some team members have accessibility needs?

Not everyone thinks to ask this, and the ones who do are usually the reason their whole team has a great time. Let us know about any accessibility needs when you book, for example needing extra light to read clues, or wheelchair accessibility, and we will walk you through what works and do our best to make sure every team member can participate comfortably.

Bachelorette & bachelor parties

Is this right for us

Is this a good fit for a bachelor or bachelorette party?

As one part of it, yes, and it is one of the best parts. As the whole party, maybe not. Those nights usually involve dancing, drinking, singing and who knows what else, and an escape room is not the right space for any of that.

What we would recommend is putting us at the start. Do these unique games, take the photo, then go on to dinner and wherever the night takes you from there. That way it becomes the part of the night everyone remembers.

Before you come

Can we drink before or during the game?

Booking

Is there a deposit?

Not for a standard online booking, you just pay for the game.

If you need a space before or after the games, we ask for a non-refundable deposit to hold your date. Our birthday and corporate packages both work this way, so they may be worth a look.

Choosing an event

Choosing an event format

Which Quest Room event option is right for our group?

Birthday packages are built around children and include the party space for cake afterward. Corporate packages are built for groups of ten or more who want the lobby and party space before and after the game. Bachelor and bachelorette groups usually play first and go on to the rest of the night. If you only want to play, book any room online like a regular group. No package needed.

What if our event does not fit one of the listed options?

Call or email us. Many of our groups are celebrating something, and if you want to gather afterwards, cut a cake or hand over an award, you need a space, which is not bookable online. Tell us your date and group size and we will work it out with you.

Pricing

How pricing works

Do larger groups pay less per person?

Generally, yes. As your group size increases, the price per player can decrease. The booking schedule will show the exact price for your selected group size.

Are weekday escape rooms less expensive?

Generally, yes. Weekday and less-busy time slots can be priced differently from popular weekend and holiday reservations.

Can I see the price before paying?

Yes. Select a room, date, time, and group size, and the booking system will display the price before you complete your purchase.