Frequently Asked Questions

What are Escape Room / Escape Room Games?

Escape Rooms are theme or staged rooms where a group of players work to solve a series of problems and puzzles using clues, hints, logic, hidden objects and often theme related strategies to complete various objectives within 60 minutes.

Am I actually locked in the room?

The main door in and out of the room always remains unlocked. You are more than welcome to leave the room for restroom break and of course emergencies. However, it is recommended that stay within the room, until the the final puzzle is completed or time has run out.

How difficult are your rooms?

Each of our rooms range in difficulty, along with the problems and puzzles. However, our rooms are designed to be challenging, but not impossible. Attempting to work on problems and puzzles without teamwork will make the rooms extremely difficult, while a team effort and collaboration being the key to escaping within an hour.

How much does an escape room game cost?

Each experience is $25 per-person.

Are taxes included?

No, all Federal & State taxes will be added to the end of your booking total.

How long does an escape room game take?

The game itself lasts 60 minutes or less if you escape, with an extra 10-15 minutes when factoring in arriving early and pictures afterward.

What are the age requirements?

Please be aware that the games (clues, puzzles, etc) are designed for adults. However, all ages are welcome, if your group has children 11 and under, or multiple younger teenagers new to escape room games, please book the entire room to help ensure a consistent experience for other guests that could join your group.

If you have any questions, please contact us via email or call/text 704.296.8382 during normal business hours.

Is Escape Matthews kid friendly?

Yes, and escape rooms are great ways for kids to develop and practice thinking skills. While our rooms are created for the minds of adults; kids of all ages can help and even groups of kids, with some help by the game master, can escape too.

Are your rooms scary, frightening, dark or loud?

No, not at all.

What are your hours of operation?

We are open/available 7 days a week from 10:00 am to 10:00 pm, EST.

Where is Escape Matthews located?

In Matthews North Carolina. Our escape rooms are a 2-3 minute walk from the center of downtown Matthews, or about a 25-minute drive (traffic & direction depending) south of Uptown Charlotte. View detailed directions to Escape Matthews, or if you need help locating Escape Matthews please do not hesitate to call us at 704.296.8382 for assistance.

How early should I arrive?

About 5-10 minutes prior to your reserved time, depending on group size, allowing for enough time to use the restroom and get room instructions.

Where do we park?

Around back, in the private parking lot. We have plenty of open parking spaces located at the back of the building, which is actually the entrance to Escape Matthews.

What is traffic like?

Traffic on Matthews St (the road in front of Escape Matthews) is minimal for the area, with multiple routes leading to our location. We recommend using the mobile application, Waze, for various routes to Escape Matthews.

Traffic throughout the Charlotte area can be heavy at times. Matthews is no different, if you are heading to Escape Matthews during lunch hours or later afternoon rush hours we recommend giving yourself at least an extra 10-15 minutes to arrive.

What happens if myself or someone in my group is late?

Unfortunately we will have to reschedule the escape room experience, for either the entire group or just the late person, as all games start at their scheduled times.

Can I bring my phone, purse, etc into the room?

Yes, we offer a location in each room to place your personal belongings while you play the game. Cell phones are allowed in all rooms, but can NOT be used for anything other than emergencies.

What type of clothing should I wear?

Anything that is comfortable and family friendly. You will have to move around, squat, maybe get on your knees or sit down. If you wear reading glasses, bring them!

How many people can participate in each room?

Each of our escape room game are designed and created for 4-6 people. In most cases, at least 2 people are required to play and a maximum of 8 (or so) people per-room is allowed for special events.

I’m an Escape Room enthusiast, can I try your rooms solo?

Yes! We welcome all enthusiasts. If you are an experienced enthusiast and would like to try our rooms completely, without reserving all slots for the room, then please book during the week, preferably between 1pm and 10pm, then email us and let us know who you are.

Note: If a puzzle requires more than 1 person to complete, a game master will temporarily step in to assist with that puzzle.

Will I know the other players in the room?

Unless you are with a group, probably not.

Can my group play the room alone?

Yes! Simply book all available slots for your selected hour.

If our group is stuck, can we get hints or help?

Yes, most of our rooms have a 3 hint limit (3 hints per-puzzel, not total given hints). Our sesional rooms, other speciality rooms and private events, may have unlimited hits or other hint varations.

What is your cancellation, reschedule and refund policy?

Canellations and reschedules happen, please contact if you have any booking changes. In most cases we can accomidate your changes and requests, we simply ask that you notify us as quickly as possible.

Please contact us via email or call/text 704.296.8382 to cancel or reschedule your escape room game experience.

What if someone in the room is being disorderly?

We will ask that person(s) to leave the room and/or facility if required.

Can we bring or do you provide alcohol?

No, we do not have an alcohol permit and alcohol is not allowed on the property.

Can I organize a private event for a large group?

Yes, depending on the group size and your needs. Please contact us via email or call/text 704.296.8382 for more information.

How do I book an escape room game?

Booking an escape room with Escape Matthews is quick and easy!

Click here to view the available rooms and booking times. Above the listing click the gray today button to change to the date you would like to book on then, select an available time that works best for you by clicking the Blue button. Next, select the amount of Participants you are booking by clicking the + button to add yourself and others. From here, complete your account details before proceeding to the secure checkout page.

When will I be charged for my booking?

Once you have completed the secure checkout process.

What forms of payment do you accept?

All major Credit Cards (Visa, MasterCard, Discover, Amex) and PayPal is accepted. For the safety of both our customers and employees, we do not accept cash!

What is Bookify?

Bookify is a 3rd party secure cloud-based booking management system used on Escape Matthews to manage bookings for our escape rooms.

Is my personal and billing information safe?

Yes, when a purchase is a made on the Escape Matthews website, your billing details are kept at PayPal rather than the information being stored locally. PayPal’s encryption system is far superior to anything we could provide.

All customer records and newsletter subscriber information is never shared, traded, or sold. Employees are limited to customers first & last name, billing address and email address.

How do I update my email or account details?

You can either log into your account and manually make the changes yourself, or contact us and let us know your old details so we can verify your account, and then what you would the information to be updated to.

What if my question is not listed?

Then please contact us and we will promptly respond back.


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