- 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

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 on that.

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

Yes, all our rooms are sold as private, you book the room and fill with up to the maximum players for each room. The rooms do have a maximum number of players, so please do check ourBook Now page for more information on the different sizes.

What are the age restrictions?

12+. All players 15 and under will need the accompaniment of an adult and only persons 16+ can book a room.

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 birthday 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. We do allow photographs for after you have escaped and with your consent we will ask to take a picture of your team for our social media pages.

Are these games suitable disabled or those who are pregnant?

There is access for both those with disability and/or pregnant. There is limited access for those in a wheelchair, there is 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 panic button, so if you need to get out, you simply press the button and exit the room.

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. So 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 some reason we have 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 are too late. We will try and fit you in but we can promise nothing.

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. We may be able to do without but we cannot guarantee this.

What if I don’t escape?

Don't fear, we let you out. We will let you out after your hour is up. Then we will allow you to ask one question to give you piece of mind.

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 put onto our Hub Club leader board and if you make a new record you will get a prize.

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 offer the facility for you to pay by card, currently we are a cashless business. It is easier and preferred to Book Online.

Can I bring food and drink?

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 surve food or drink; however, the Royal Star Arcade has great places to eat or have a drink. 4Degrees is a beautiful craft pub with a great selection of food and drinks. There is also the Royal Star Café which sells a wide selection of food and drinks.

Are there toilets?

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

Is there parking?

There are multiple parking lots near us, the nearest is Fremlin Walk car park being only a 2-minute walk away but we do not have parking for just our premises. Have a look at http://en.parkopedia.co.uk/parking/near/royal-star-arcade/?arriving=201610181300&leaving=201610181500 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 which travels both to London and Ashford International is a 10-minute walk at a leisurely pace.