Frequently Asked Questions

Your game starts at the time for which you have booked. If you arrive late, you will still be allowed to play, but you will not have an entire 60 minutes in your game. Refunds are not provided for late arrivals. Please plan to arrive 15 minutes before the game so that you have time to sign-in, meet your game guide, and get mentally prepared!

Often times, multiple groups are able to book an experience together. Due to the nature of our experiences, if you arrive later than the start time for your event and the other party who booked the room as well has already started, you may be asked to reschedule. We want to ensure the best gaming experience possible for all players and this enables us to do so. We do run on a tight schedule for rooms, so we ask that all players arrive 15 minutes prior to their reservations to guarantee a fun time for all.

Please, no photography or video recordings inside the rooms unless prior consent is given by the general manager.

Yes, of course! We have baskets placed inside each of our experiences for purses, keys, jackets and anything else you don’t want to carry around with you while in the room. We do ask that phones are left here as well–after all, you won’t need it to figure out our puzzles and we don’t allow photography or video anyway. You will be able to pick up all of your belongings at the end of the game, but they will be in the room with you the entire time.

There is no cell phone use allowed inside the room. If you need to take a call, or there is an emergency, you can use the door release button to step outside. A failure to abide by the rules could result in ejection without a refund.

Ultimate Escape Game is a live-action escape adventure for all ages. The premise is simple. You are locked in a themed room where you must use all of your logic, reasoning, puzzle-solving, and teamwork skills in order to get out. Each of our games is fully-immersive narratives, placing you in the center of an adventure where you have one common objective: To escape before the clock runs out!

Yes. All booking is completed online on our booking page. Once the form is completed and your payment has been processed, you will receive a confirmation email. Note: All Bookings are private and done online! If you want to add people to your booking or other special circumstances, please give us a call!

You can book directly through our website! The first thing you will need is the voucher code that Groupon gave you. You will then choose the Date, Room, and Time of booking. Once you have selected the correct number of people and get to the check out screen, you will want to look to the right side of the screen where it details your total. Press “PROMO CODE” and then enter your Groupon voucher code. This will reduce the cost of taxes and booking fees. Fill out the rest of the information to complete your booking. You will receive a confirmation email that confirms your booking.

Groupon does not charge you tax when you purchase a voucher from them. They also do not allow us as a business to include the amount of taxes and booking fees to be included in the price of your Groupon purchase. When you buy a Groupon, you are paying only for the cost of your tickets. However, we as a business still need to pay the government taxes for the cost of the service you purchased. Because of this, you are still being charged taxes at the time of reservation on our website. If you would like more information on Groupons Terms of Sale, please click the link below to read further.

To ensure a positive and fun gaming experience, please arrive 15 minutes prior to your time slot.

Each game is 60 minutes long. That means one hour to escape…you’ll be reminded by the countdown on the monitor.

All bookings and games are non-refundable. Cancellations, no-shows and late arrivals will not be reimbursed. To ensure a positive and fun gaming experience, please arrive 15 minutes prior to your time slot.

There is no need to bring anything besides a parent or guardian if you’re under 14 years old. All other personal belongings will be in the room with you the entire game. You’ll be able to keep an eye on your purses, keys, etc.

Our rooms vary in difficulty and accommodate a variety of skill levels, but not everyone escapes. Just remember, the rooms are meant to be challenging, and the goal is to have fun! For more information on completion rates, take a look at the corresponding webpages for each room.

Some of the doors are locked, but each entry point is equipped with a door release button for anyone who feels overwhelmed, claustrophobic, or needs the restroom. Remember, the game will continue if someone in your party needs to step out. The rooms will also be monitored by video cameras for participants’ safety.

The maximum number of players depends on the room, with some rooms able to hold as many as 12 players. If you have a group larger than that, you will be advised to split the group up and tackle a couple of different escape rooms. The minimum per room is two, so bring your friends!

We recommend Ultimate Escape rooms for children over 14 due to the intellectual difficulty of the games. Children under 14 are allowed to play, but they must be accompanied by a guardian.

Yes! However, we recommend that one person makes a reservation for the whole group. That way your spots don’t get snatched up by other participants. If you do decide to book separately that’s okay, too, but note that you may be placed with other groups if the room is not full.

We host a variety of large events from corporate team building activities, birthday parties, youth groups, and more.

All of our rooms are considered private rooms to help maximize guest safety. Only your booking group will be in the room you reserved.

You can only play one game per hour, but you are welcome to book as many rooms as possible. If you have three hours to kill, you could have an Ultimate Escape Game marathon. We know your brain will thank you!

The new group members will be charged the new lowered tiered amount; however, the original group members will not be reimbursed for the change in group size.

Virtual Escape Game Frequently Asked Questions

The price of a virtual escape room is based on the number of players in your group. However, this price is based on brackets of participants and not a set price per individual. Please see our website for information on the exact pricing per bracket of participants.

Though there is no specific age requirement to play our online games, we find children above the ages of 8-10 are the most likely to enjoy escape room and puzzle games. In addition, though you are welcome to play from the same system, if a child is playing from their own system they will need to be old enough to understand how to use Zoom, along with basic website navigation skills.

Yes, all games are run at Central Standard Time. When booking a game make sure to take account of this if your time zone is not CST time.  If you are looking to book outside of a standard available time, please contact Though we cannot guarantee a time frame that will work for you outside of normal business hours, alternative play options may be available.

Unfortunately, as stated on our website UEG does not offer refunds. If you know in advance the booking date needs to be shifted and have bought booking insurance, please contact in order to reschedule your booking. If you are unable to make the booking time, but your remaining players are available, we can continue to run the booking for all participants able to attend. As the game link is available for 24 hours after the game time begins you can request the game link to play it on your own time later in the day, just be aware that in doing so you will have no game guide assistance beyond the original booked time slot.

In order to run our games, you will need to be playing from a PC or laptop; our game will not function properly on tablet devices or phones.  A mouse is also highly suggested for ease of use. Your system should be capable of running Zoom and our website at the same time. In addition, at least a microphone of some sort for your system is suggested in order to make communicating through Zoom easier.

Yes you can! We have actually run games with participants all over the world! All participants will just need to connect to the Zoom call. If you are playing with international friends just remember to keep everyone’s time zones in mind.

As mentioned earlier Zoom is our default communication method for our calls. You should expect an email to arrive within 48 hours of booking that has all of the details for your Zoom experience. At this time we only support using Zoom. If you wish to use other communication software, UEG staff will be unable to support setting up your conferencing software and may have limited accessibility in running or directing your game.

Though we appreciate the sentiment, at this time UEG is unable to receive direct tips from guests to deliver to staff members. However, we do reward our staff for being mentioned in reviews, so feel free to leave us a review with your game guide mentioned and we will make sure to reward them with a tip!

A player is any person accessing our game link or participating in the Zoom call. If you have five people sitting at one PC playing and observing the game, then you have five players. If you have five people playing from five PCs, it is still five players. If you have a small child (under the age of seven) who must be kept near to be supervised we will not count this child as a player. If the number of players exceeds the number of players in your purchased bracket, UEG reserves the right to apply an additional charge based on the number of additional participants.