- FAQS -


 

What should I expect?

On arrival you will be asked to present your confirmation email either printed or on a smartphone. You will then be taken through some safety instructions; we will then lock you inside your chosen room, where you will have 1 hour to solve clues and escape the room.

How do I book?

Please visit our Book Now page.

When should I arrive?

We ask all our customers to arrive 10-15 minutes before your designated time.

What happens if I am late?

If you are late we will try our hardest to give you the full hour if not, we may be able to give you part of your hour. If there is another party you are booked in with, unfortunately we cannot do anything and do not offer refunds. Please ensure you are at least 10 minutes early to ensure you get your full hour and are able to partake.

How long does the entire experience take?

We usually say an hour and twenty minutes, if there are unexpected delays it may be slightly longer. But we hope this is not the case. If you have organised an event with us times will be discussed when organising.

How many people can I bring?

Each of our rooms have a set maximum and minimum number of players. We are able to accompany bigger group events, please visit our Events Page for more information.

Can we hire a room to ourselves even if we don’t have enough people?

Yes, all our rooms are sold as private, only your group will be in there while you play. The rooms do have a maximum number of players, so please do check our Book Now page for more information on the number of participants we allow in the various rooms.

Yes, all our rooms are sold as private, only your group will be in there while you play. The rooms do have a maximum number of players, so please do check our Book Now page for more information on the number of participants we allow in the various rooms.

What are the age restrictions?

Ages 8+. For every 1 child under the age of 12, there must be 1 adult to accompany them. Those aged between 12-16 only need one adult per group.

Can you accommodate larger groups?

We can accommodate larger groups, please visit our Events Page for more information or Contact Us

Are corporate team building events available?

Yes, please see our Events Page for more information.

Are other events such as Birthdays and Stag/Hen parties available?

Yes, please see our Events Page for more information.

Can we record or take photos?

We do not allow recordings within the rooms. However we do allow photographs to be taken after you have escaped. We will also ask for your consent to take a picture of your team, which will be posted on our social media pages.

Are these games suitable the disabled or those who are pregnant?

There is access for both those with a disability and/or pregnant. There is limited access for those in a wheelchair into some of our rooms, so please get in touch if you need more information. We also stress that there can be mental stress and high adrenalin levels, so play at your own risk.

What if I’m scared of the dark or claustrophobic?

Have no fear, you will not be locked in an enclosed space and all our rooms are light enough for you to be able to see! We also have a panic button, or you are able to contact us if you panic and need to get out.

What if someone is misbehaving?

We will not allow it! We are monitoring with CCTV throughout your entire time at Escape Hub, so if we feel someone is misbehaving we will ask them to leave without refund. Therefore we won't allow anyone to ruin your experience.

What should I wear?

There are no clothing requirements but we would suggest that you wear something you are able to move around in.

What should I bring?

You are not required to bring anything other than the confirmation email.

What if you cancel the event?

We will do everything we can to stop this from happening. If for any reason we are forced to cancel we will offer you a full refund or a rebooking.

What if we cancel the event?

We do not offer refunds if you cancel or miss your booking. We will try our best to fit you in but this is subject to bookings on the day.

Do I need booking confirmation?

You are required to show the confirmation email we send to you, either by smartphone or print.

What if I’ve lost the confirmation email?

We ask that you contact us so that we can resend it. If not when you arrive please just give the reception your name and we should be able to confirm your booking for you.

What if I don’t escape?

Don't fear, we let you out. Once your hour is up a Game Master will unlock your room and will allow you to ask some questions, if you're still curious!

What if I escape early?

It’s unlikely that you will escape before 40 minutes of the time as our rooms are designed to last most of the hour. If you do escape early though, you will be placed onto our Hub Club leader board

Can we buy tickets at the door?

We do allow you to buy tickets at the door, but we cannot promise your desired time will be available. We do offer payments via card although, we are currently unable to accept cash. Our preferred method is for customers to Book Online this allows you to select a time slot that best suit you!

Can I bring food and drink?

Unfortunately no, we do not allow food or drink on our premises at this time.

Is there food and drink available there?

We personally do not serve food or drink; however, the Royal Star Arcade itself offers some great places to eat and drink. 4Degrees is a beautiful craft pub with a great selection of food and drink. There is also the Royal Star Café which sells a wide selection of food and drink.

Are there toilets?

There are both toilets on our premises and in the Royal Star Arcade.

Is there parking?

There are multiple car parks near us, the nearest is Fremlin Walk car park, being only a 2-minute walk away but we cannot offer onsite parking. Click Here for more information on parking.

Is it easy to access via roads or public transport?

Local buses stop outside the Royal Star Arcade on the High Street which offer travel across Kent. The railway station, Maidstone East, travels both to London and Ashford International and is a 10-minute walk at a leisurely pace. Once you find the Royal Star Arcade, we are located upstairs, accessible by stairs or lift.