
You have Questions...We have answers!
01
Q.Do you offer corporate Events?
A.Yes, we do have special pricing available for corporate events and can accommodate up to 36 people at one time. We can accommodate more but we will split the groups into two different hours. If interested, please email us at checkmateescaperooms@gmail.com.
02
Q. What is your cancellation policy?
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A. You MUST call us 24-hours in advance OR cancel your booking via your confirmation to receive a customer credit. We DO NOT process refunds unless it is a result of a mistake on OUR part. If you do not follow this process we CANNOT guarantee a customer credit because we have lost the opportunity to book that slot.
03
Q. What happens if I am Late?
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A. We run on a schedule and leave a specific amount of time to allow our staff to reset the rooms. When you are late it can impact ALL guests who are scheduled to play after you. If you arrive more than 10 minutes Late we may have to deduct that time from your experience. If you are more than 30-minutes late we will have to cancel your booking. We CANNOT guarantee a customer credit or rebooking if you do not give us at least an hour notice that you will be late.
04
Q. What if I need to reschedule my booking several times?
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A. We allow ONE reschedule with Less than an hour notice. If you contact us to move a booking after its already been moved, the request will be DECLINED. We run off a schedule and staff to support that schedule, so please understand this is not something we can do more than once. All bookings keep a history of changes and we will always refer to that when making decisions.
05
Q.Do you charge for kids?
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A. We charge for children 6 and UP as a regular participant as they are able to fully participate. Younger children are welcomed, but you MUST monitor them at ALL times for safety. We DO NOT allow Food, drinks, candy, bottles or strollers in our experiences.
06
Q. What if I book the wrong date/time when I book online?
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A. You have the availability to change your booking online via your confirmation email or you can give us a call. The same cancellation applies, and you must notify us at least 24-hours in advance. If you do not call us at least 24-hours in advance we cannot guarantee a reschedule or customer credit as we have lost the opportunity to book that experience.
07
Q. Can players be removed from an Experience?
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A. Absolutely. Our goal is to ensure you have a good time, but safety is our TOP priority. We will warn you ONE TIME if you are disruptive or not following our rules. On the second warning we WILL REMOVE YOU. If we witness you intentionally damaging props, horse-playing, climbing on props, being rude or using profanity to our game masters we will REMOVE YOU from the experience without warning and you WILL NOT get a Refund on either instance.
08
Q. Do you accept bookings outside of normal business hours?
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A. We are flexible to open for larger parties or Corporate events as we understand those schedules can be less flexible. To ensure our staff has the proper rest we will not book outside of normal hours unless it is a party of 10 or more participants.
09
Q. Do you accept Walk-in's or bookings over the phone?
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A. We do accept walk-in's but cannot guarantee availability. We do accept bookings over the phone, but It is BEST to book online so you can choose from the experiences and dates/times. We may not be available to go through all details at the time of your call as we strive to provide the best customer service but our active experiences, so we may politely ask you to refer to the website and book online.
10
Q. What Discounts do you offer?
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A. 10% Military Discount after we validate ID in-person, we will refund you the savings.
15% off when you book an ENTIRE experience (max out tickets).
20% discount when you book more than one room in a day.
10% with Kings Lake Grille Receipt
11
Q. What happens if I walk out of an experience?
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A. If for any reason you walk-out of an experience you will NOT be refunded. If you had an issue with your experience please notify us immediately at checkmateescaperooms@gmail.com.
12
Q. What happens if anyone in my group damages a prop?
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A. We do our best to maintain our rooms and educate players on all rules. If players break something INTENTIONALLY or due to lack of following the rules and it exceeds $50.00 we have the right to charge the card on file for that item.