Frequently Asked Questions

General Questions

  • WHAT IS AN ESCAPE ROOM?

    An escape room is (usually) a real-life adventure game in which players are locked in a room and given a set amount of time to solve their way out of an immersive, fictional scenario using teamwork and logic. Here at Enigma, we give teams up to 60 minutes to work through a series of tasks and puzzles which will lead them to a key or a code which will allow them to escape.

  • WHY SHOULD I BOOK WITH ENIGMA?

    Although we’re newer to the scene than some other escape room companies. We’ve already been branded a quirky and affordable option for team building or for family & friends outings with a difference. Our staff are packed with enthusiasm and dedication and our games are fun, challenging and immersive.

  • WHAT IS THE RECOMMENDED TEAM SIZE?

    Our rooms were designed for teams of 3-8 players (room dependent) and unfortunately for health & safety reasons, we’re unable to accept groups larger than this in any one room at a time. It’s also possible to complete the room with a team of two, however, we make no adjustments for smaller teams and as a result, you may find it more challenging to complete in the 60-minutes.

  • WHERE CAN I CHECK AVAILABILITY?

    Go to our Bookings Page to check our real-time escape room availability.

  • HOW MUCH DOES IT COST?

    Our Escape Rooms typically cost £15 per adult and £12 per child, however, this may vary according to the room and time of booking.

  • DO YOU OFFER ANY DISCOUNTS?

    We do! We offer discounts for students, schools and other educational institutes, along with the NHS and other public services, please get in touch for more information.

  • HOW LONG DOES THE EXPERIENCE LAST?

    Be prepared to spend around 90 minutes at our venue. This includes your briefing before the game, the actual gameplay (60 minutes) and an after-game team debrief with photos. To make sure that you get the best experience, please arrive 10 minutes prior to your booking.

  • WHAT SHOULD I WEAR?

    Anything you like! Although we recommend something that allows you to move around easily and that you wear comfortable shoes. Fancy-dress is also permitted providing it is not considered offensive to other customers or children since we are a family-friendly venue.

  • CAN CHILDREN PLAY UNACCOMPANIED?

    We’ve tried to make our escape games fun for all ages, although children under the age of 12 might find it challenging and confusing. For teams of children under 14, we do require the supervision of one adult per team. For more information, please check our Terms & Conditions.

  • IS THERE SPACE TO LEAVE OUR LUGGAGE/COATS?

    Absolutely. We have space for you to hang your coats and in cases where you may have large suitcases or travel luggage, you can ask our game hosts to store them away for you; small handbags or backpacks can be taken along in the escape room.

  • ARE YOU COVERED IN CASE OF ACCIDENTS?

    Absolutely. Yes. You can request our public liability insurance policy by getting in touch.

  • DO YOU HAVE A FIRE SAFETY POLICY/PROCEDURE IN PLACE?

    Of course, we take fire safety very seriously. Details of our fire safety policy and the procedure can be found at our venue or can be requested by getting in touch.

Booking Questions

  • HOW DO I BOOK?

    Head over to our Booking page and use our calendar to look up the mission you’d like to play and select your preferred date and time slot.

    Once you’ve made your selection, click continue to head to our checkout. Enter your details as requested and complete your payment online using a credit or debit card or if you prefer, PayPal.

    Once your payment has been made successfully, a booking confirmation email containing all the relevant details (date, time mission etc) will be sent out to you.

    If you are having trouble with our booking system or have questions, please do not hesitate to get in touch.

    Bookings can also be made by contacting our customer helpline on: 01642 688 817.

  • WHAT DO I DO IF I'VE BOOKED THE WRONG TIME/DATE/MISSION?

    Don’t panic. We understand that this can happen from time to time. Simply get in touch with us as soon as you realise that you have made an error and our team will advise you from there.

  • WHERE CAN I FIND MY BOOKING DETAILS?

    After successful payment has been made, our system will automatically send you a booking confirmation email, this confirms all your booking details.

    If you have not received an email confirmation from us within 30 minutes of completing your booking, please check your spam folder.

    Failing that, if your confirmation email is still missing, and you have been charged for the booking (i.e. have an e-receipt from PayPal or you can see the transaction at your bank), then please get in touch with our team as soon as possible quoting the name you booked under and the date, time and mission you’ve booked for and we’ll happily help.

  • WHEN SHOULD I ARRIVE FOR MY BOOKING?

    To make sure that you get the best experience, please arrive 10 minutes prior to your booking. For more information, please check our Terms & Conditions.

  • WHAT IF I'M LATE?

    Since Enigma is a live immersive experience with a fixed start time (just like any theatre, concert or a sports event), we can not allow delays which are longer than 15 minutes after the time stated on your booking confirmation.

    In case you are running late or can no longer attend, for whatever reason, please call us on +44 (0) 1642 688 817 and we will do our best to accommodate you.

  • HOW DO I CANCEL / RESCHEDULE A BOOKING?

    For more information on rescheduling or cancellations, please refer to our Terms and conditions.

    Alternatively please call us on +44 (0) 1642 688 817 and we will do our best to help you.

  • WHEN WILL I RECEIVE OUR TEAM PHOTOGRAPH?

    You’ll find your team photo posted on our Facebook page shortly after your booking. They can be easily downloaded from these pages. If, however, you’d like us to email the photo to you, please do not hesitate to get in touch.

  • WHAT IS YOUR CANCELLATION/REFUND POLICY?

    Please refer to our Terms & Conditions for more information on rescheduling and cancellations.