FREQUENTLY ASKED QUESTIONS

Please note that all games are run on Pacific Time (Vancouver time).

No, you will be fine with the free version. The games are run by Locked Room staff with paid accounts, so there isn’t a 40 minute limit on the meeting time. It is recommended that players download zoom & setup a free account prior to the game.

No, at this time all of our gamemasters are only trained on the Zoom platform, and the game makes use of functions in that app.

Currently this game only works on PC via internet browser.

Yes, if you are in the same physical space sharing a screen is not a problem. However, you will not be able to move around freely in the game.

If you choose to setup multiple devices for multiple players in the same household that they likely cannot be in the same room. If the audio is being picked up from both devices it may create a loud ringing feedback or echo. It is always best to test your setup on zoom prior to the game time to avoid hardware or software issues.

Headphones are also recommended in this setup for the same reason.

The time limit to escape our rooms is 60 Minutes. The game can vary in length depending on how well the team does. Our gamemasters will let you keep playing, even if the group “runs out of time” provided that there is no groups after you.

No, this is not a game where we are walking around & streaming one of our existing escape rooms. We felt that the streaming experience did not do our existing escape rooms justice and that it did not translate well to the online format.

Instead we’ve created a brand new online experience that is catered towards the online format.

Bookings are made through our online booking system. Please note that bookings are subject to availability. Our booking system will close the availability of the rooms 60 minutes prior to their start time.

Yes, this game is automatically set to private booking. This means that no other players will join you in your experience. There is no additional charge.

Yes! We can accommodate events of any size, however, there is a maximum amount of people that can be playing at a time. Please check our private & corporate events page for pricing and more information.

If you find yourselves struggling to solve a puzzle, you may request for a hint by asking our gamemaster.

A refund can only be issued if you made your booking online with us and is canceled at least 24 hours before the time of your booking. Cancellations within 24 hours of your booked start time can be rescheduled or be provided full credit; no refunds. A booking is considered a no-show if we aren’t notified about a booking cancellation at least 1 hour prior to the start of the booking. Bookings made over the phone will be charged for the number of participants initially booked and standard refund policies still applied. Please note, refunds are processed at the end of the month and it will take 3 – 5 business days for it to appear on your statements.

Yes, changes to your booking can be made 24 hours prior to your booking by logging in through the view my bookings page Please note that the time slots you wish to change to are subject to availability. If you wish to request a manual change, please email or give us a call at +1 (778) 807-5990.

An exit escape room is a form of a real-life entertainment where participants are in a room with a specific theme and scenario alongside with other players, also known as an exit room. The objective is to complete a series of challenges in order to achieve a goal within a specified amount of time. Typically the goal is to escape the room, but not always!

The time limit to escape our rooms is 60 Minutes.

The recommended number of participants is listed for each room in their corresponding descriptions. There is a minimum player in order to book the room. This is so that there is a sufficient number of players to help each other solve the puzzles for the best player experience. Please contact us for events and groups larger than the room’s recommended maximum.

You are free to enter and leave the room as you please, however, the game timer will not be paused and continue to countdown. It is recommended you use the restroom prior to the start of the game

You cannot bring any electronic devices (phones, recording devices, smart watches etc) into the rooms unless it is for medical reasons or you are expecting an important call. Lockers are provided for you to securely store your personal belongings if needed.

You do not need to bring anything other than a positive attitude, willingness to have fun and a desire to work with others!

Bookings are made through our online booking system. Please note that bookings are subject to availability. Our booking system will close the availability of the rooms 60 minutes prior to their start time.

We do not recommend exceeding the recommended player capacity, as our escape rooms are designed to accommodate the specified number of people. Our player capacity is limited due to room size and fire codes. However, we may be able to accommodate more players depending on the room. Please note that space is limited and the room may be more crowded with additional players if you exceed the recommended capacity.

Yes, please note that walk-in bookings are subject to room availability at the time of walk-in. Therefore, we cannot guarantee you will be able to play a room during a walk-in. Please email or give us a call at +1 (778) 807-5990 to check room availability for that day.

Please arrive at least 20 minutes prior to your game so that you and your group can sign in and get briefed on the house rules and safety. To respect the game time of other players, all games will start on time, even if a player/group is late for their booking so that we don’t disrespect future players by pushing back their bookings.

Yes, please select the book entire game button under options when making your booking. This means that no other players will join you in your experience. There is no additional charge.

Yes! We can accommodate events of any size, however, there is a maximum amount of people that can be playing at a time. Please check our private & corporate events page for pricing and more information.

If you find yourselves struggling to solve a puzzle, you may request for a hint by pressing the hint button inside of the room. However, our rooms are equipped with a self-service iPad that allows you to govern when you would like a hint.

If there are no bookings after your group,  you are welcomed to stay and continue playing the room.  We do not charge additional fees.

We try our best to keep our room statistics up to date. Our escape rooms are designed to have an escape rate between 20% – 80%. If you are struggling to solve a puzzle, we have an electronic tablet inside the game. You are in control of the amount of help you need!

Please contact us for a recommendation.

Yes, we are constantly creating new puzzles and tech to implement in our escape rooms. We also change our room themes periodically. Check out our current rooms.

A refund can only be issued if you made your booking online with us and is canceled at least 24 hours before the time of your booking. Cancellations within 24 hours of your booked start time can be rescheduled or be provided full credit; no refunds. A booking is considered a no-show if we aren’t notified about a booking cancellation at least 1 hour prior to the start of the booking. Bookings made over the phone will be charged for the number of participants initially booked and standard refund policies still applied. Please note, refunds are processed at the end of the month and it will take 3 – 5 business days for it to appear on your statements.

Yes, changes to your booking can be made 24 hours prior to your booking by logging in through the view my bookings page Please note that the time slots you wish to change to are subject to availability. If you wish to request a manual change, please email or give us a call at +1 (778) 807-5990.

No worries! Ubisoft Escape Games are designed to avoid motion sickness. A common trigger for motion sickness comes from bad performance or low frame rate, issues Ubisoft have accounted for when designing the game. Less than 1% of our players experience motion sickness.

Yes, 100%! This is not a video game. It is an intuitive experience made for everyone, from 12 to 82. If you know how to talk, listen, walk and grab objects, you have all the skills needed to make it. The experiences are none violent and focused on cooperation between players. Excellent for families! Perfect for corporate events.

It is made for teams! You cannot escape alone! You must work together, and everyone has a role to play. The key to success is to talk, listen and collaborate. And High Five when you are done!

Your feet will always touch the floor, you are 100% safe, but your brain might think otherwise. Our experiences can be challenging for people with strong fear of heights! But they are also amazingly rewarding when you go through!

At this time, we are only accepting groups of 4 players; no more, no less!

Bookings are made through our online booking system. Please note that bookings are subject to availability. Our booking system will close the availability of the rooms 60 minutes prior to their start time.

Please arrive at least 20 minutes prior to your game so that you and your group can sign in and get briefed on the house rules and safety. To respect the game time of other players, all games will start on time, even if a player/group is late for their booking so that we don’t disrespect future players by pushing back their bookings.

A refund can only be issued if you made your booking online with us and is canceled at least 24 hours before the time of your booking. Cancellations within 24 hours of your booked start time can be rescheduled or be provided full credit; no refunds. A booking is considered a no-show if we aren’t notified about a booking cancellation at least 1 hour prior to the start of the booking. Bookings made over the phone will be charged for the number of participants initially booked and standard refund policies still applied. Please note, refunds are processed at the end of the month and it will take 3 – 5 business days for it to appear on your statements.

Virtual reality (VR) which can be referred to as immersive multimedia or computer-simulated reality, replicates an environment that simulates a physical presence in places in the real world or an imagined world, allowing the user to interact in that world.

We believe that virtual reality is the future of entertainment technology and is an amazing experience that anyone can enjoy, gamers and non-gamers alike.

Any customer under the age of 18 must have their parent/guardian present at the start of the booking to sign the Terms and Conditions in-person, on behalf of their child. If the player(s) are under the age of 12, they must have a parent/guardian present during their entire experience. You must be at least  26” (3’) tall to get the most out of the experience.

We are more than willing to give you a complimentary 5-10 minute experience.

Our headsets are designed to be usable while wearing small framed eyeglasses. However, we do recommend contacts for the best experience.

Since we have 4 VR stations, we can accommodate a group of 4 players. If you group is more than 4 players, please call before booking to ensure the best experience!

Bookings are made through our online booking system. Please note that bookings are subject to availability. Our booking system will close the availability of the rooms 60 minutes prior to their start time.

Yes, please note that walk-in bookings are subject to availability at the time of walk-in. Therefore, we cannot guarantee you will be able to play during a walk-in. Please email us or give us a call at +1 (778) 807-5990 to check room availability for that day.

Please arrive at least 20 minutes prior to your game so that you and your group can sign in and get briefed on the house rules and safety. To respect the game time of other players, all games will start on time, even if a player/group is late for their booking so that we don’t disrespect future players by pushing back their bookings.

Yes. We can accommodate events of any size, however, there is a maximum amount of people that can be playing at a time. Please check our private & corporate events page for pricing and more information.

A refund can only be issued if you made your booking online with us and is canceled at least 24 hours before the time of your booking. Cancellations within 24 hours of your booked start time can be rescheduled or be provided full credit; no refunds. A booking is considered a no-show if we aren’t notified about a booking cancellation at least 1 hour prior to the start of the booking. Bookings made over the phone will be charged for the number of participants initially booked and standard refund policies still applied. Please note, refunds are processed at the end of the month and it will take 3 – 5 business days for it to appear on your statements.

Yes, changes to your booking can be made 24 hours prior to your booking by logging in through the view my bookings page. Please note that the time slots you wish to change to are subject to availability. If you wish to request a change, please email or give us a call at +1 (778) 807-5990.

SECRET LOCATION

Book your experience here on the website. You will then receive an email. Head downtown to the mystery location outlined in your confirmation email, 15 minutes prior to the actual start time of your journey.

GET YOUR GAME KIT

Our partnered Game Hosts will go through some instructions with you. Then you can begin your journey! You will receive everything you need to solve the mystery (tools, game book, clues, and a map).

HIT THE STREETS

Adventure through the city streets with your team, working together and solving challenge to collect clues. Remember, the clock is ticking…

SOLVE THE MYSTERY

Report back to the Game Host within the time limit. Make sure you have your answer sheet ready!

GET YOUR SCORE

Did you solve the mystery? Get your score from your game host and take home the answer sheet to remember your dear old Aunt Marie and her wine!

*Please note, on hot Summer days it is recommended you bring bottled water with you on your adventure, and be aware that parking downtown may be limited, so make sure you have planned and prepared for a bit of a walk from your vehicle.

We do not recommend it, as you will be playing in public parks, and you may incur fines if you and the dog do not obey the local bylaws, which we will not be responsible for.

Meeting point

You will receive an email with instructions and a map showing the secret location of your game start-point.

Start time

Your game host will be waiting for you at Simply Computing. Your investigation starts shortly have they have informed you about the task at hand. We don’t want you to miss your briefing. Please ensure the whole group arrives 15 minutes early for check-in.

Team Size

Games of 4 or more players will receive 2 adventure kits. Groups smaller than 4 will receive 1 adventure kit.

What to prepare for?

Our games take place outside and cover approximately 2.5km, so please dress appropriately for walking this distance, and for the weather. Please bring your reading glasses if you will need them to see the clues, and make sure your bring water. Also, please be advised that parking in the downtown area may be troublesome, so plan on parking away from the starting location and walking. Our games operate rain or shine – please dress appropriately for the weather. One umbrella per team is highly recommended on days with a chance of rain, and please bring fresh water with you on hotter days.

Duration

Game duration varies by team, and games can last between 1.5 and 2 hours. Depending on the degree of mobility and clue hunting skills of the players in each team, it may take a little longer. Please bear this in mind when planning the rest of your day and allow at least 2 hours’ game time if you are scheduling another activity for after the game.

Prices

All prices quoted are subject to availability. Prices that are quoted do not include taxes or fees. Gratuities are kindly accepted.

Refund policy

Our cancellation policy is a full refund with at least 24 hours notice. Otherwise we are unable to offer a refund.

Other notes

Please note that the game includes a walk of approximately 2.5km.

While the game is not strenuous, walking is involved and players will be on their feet for the duration of the game. Players are responsible for making sure they are able to complete the game.

We are not responsible for illness or injury of players during a game. Players are required to sign a liability release form before the game start. Parents and guardians are required to sign the release on behalf of participants of minor age (under age 19) and a parent or guardian must accompany each team of participants under the age of 16.

A game can take anywhere from 1.5 hour to 2.5 hours. Before and after your game, there will also be a 10/15 minute briefing with your team to familiarize yourselves with the game.  Playtime in total is a maximum 2 hours.

This entire game takes place in the downtown center of Kelowna. Once you have booked, you will get an email with instructions on exactly where you need to go in order to start your adventure.

The maximum group size is 9 players, so you can have up to an additional 8 players to help you with the adventure! Please be sure to give us at least 4 hours’ notice if there are more players than originally booked. We will need to adjust your reservation prior to your game start.

We provide everything you need to solve the mystery. However, this game will take place outside and cover 2 – 2.5 km. Please dress appropriately for walking and for the weather. Make sure you also bring fresh water with you in case the day gets hot, and please be aware parking may be difficult in downtown Kelowna, so be prepared to walk to the secret location from your vehicle. Be sure to bring your reading glasses if you require them to see the clues.

Bookings are made through our online booking system. Please note that bookings are subject to availability. Our booking system will close the availability of the event 2 hours prior to their start time.

No, we do not accept walk ins for this activity. Please go to our online booking system

Please arrive at least 15 minutes early to the secret location in your confirmation email for your game so that you and your group can sign in and get briefed on the house rules and safety. All players must show up together, otherwise the game will start without stragglers. To respect the game time of other players, all games will start on time, even if a player/group is late for their booking so that we don’t disrespect future players by pushing back their bookings.

At this time, this event is not available for corporate events.

The maximum group size is 9 players, so you can have up to an additional 8 players to help you with the adventure! You can make changes to your booking up to 24 hours prior to your reservation by logging in through the view my bookings page. If you wish to request a change, please email or give us a call at +1 (778) 807-5990 with at least 3 hours notice.

A refund can only be issued if you made your booking online with us and is canceled at least 24 hours before the time of your booking. Cancellations within 24 hours of your booked start time can be rescheduled or be provided full credit; no refunds. A booking is considered a no-show if we aren’t notified about a booking cancellation at least 1 hour prior to the start of the booking. Bookings made over the phone will be charged for the number of participants initially booked and standard refund policies still applied. Please note, refunds are processed at the end of the month and it will take 3 – 5 business days for it to appear on your statements.

Yes, changes to your booking can be made 24 hours prior to your booking by logging in through the view my bookings page. Please note that the time slots you wish to change to are subject to availability. If you wish to request a change, please email or give us a call at +1 (778) 807-5990.