FAQ

and Reviews

FAQ

What is an escape room?

An escape room is a game in which you’ll have a limited amount of time to solve a mystery or otherwise “escape” from the area. To do so, you’ll search for hidden objects, discover secret doors, solve puzzles—the possibilities are nearly limitless!

Escape rooms are primarily a mental activity, although some may incorporate physical challenges. Each room or game has a unique theme and story. You’ll be given some basic information about your objective, which will vary depending on the game you choose. After that, it’s up to you to figure out how to win the game! Don’t worry about getting stuck—the games are designed to be intuitive and you can always ask for a hint if you need one.

Will I actually be locked inside?

No. Most of the game doors are unlocked. The few that are locked have emergency exit buttons. In either case, you’re free to leave the game area at any time.

Will we be matched up with strangers?

No, all games are private.

How difficult are your games?

Our team at Cluemaster has collectively played more than 600 escape rooms. Based on that experience, we think that our rooms are somewhat more challenging than average, and our customers generally agree. All of our games have adjustable difficulty, described this way:

Normal: Designed for adults who are new to escape games, and for kids/teens. This is the best fit for about 70% of our customers.
Advanced: Recommended for older teens and adults who have successfully completed about 10+ escape rooms, or who regularly do challenging mental activities.
Expert: Not for the faint of heart! This is our most diabolical (but still fair) challenge for escape room veterans.

Who designs your games?

I do! Hi, I’m Tim White, the owner. I’ve been designing games since 1996 and I’ve spent thousands of hours studying the science of game design. Many escape rooms buy entire game rooms pre-designed and pre-built in places like China or Russia—we don’t. Almost all of our props and puzzles are custom-built by hand, right here in Arizona, by me or my small team of local engineers and artists.

Do you have a party room?

We’d love to offer one, but unfortunately, we don’t have enough space in our current location.

Do you accept walk-ins?

As much as we’d love to accept walk-ins, logistical concerns prevent it. Our Game Masters are almost always running a game for another group or cleaning and resetting a room so that we stay on schedule. Our website does not permit same-day bookings with less than 90 minutes/2 hours notice (depending on the game), but we may have availability—please call 480-442-3330 to inquire.

When should we arrive?

You must arrive at or before the start time listed in your confirmation email. We need this time to brief you on how the game works and to confirm that everyone in your group has signed the required waiver. If you are late, your game may be shortened, or you may be turned away and/or charged a cancellation fee—a single late game delays every group after yours.

Can I change the number of players on my reservation?

Yes, and there’s (usually) no need to call us. As long as your group is still within the minimum and maximum player count for your particular game, we’ll adjust your reservation at check-in, and you won’t be charged for players who couldn’t make it. Please be aware, though, that the per-person price may change if your group size changes.

If you’ve booked multiple rooms and need to cancel some or all of them, you must do so at least 24 hours before your game time to avoid cancellation fees.

Please give us a call at 480-442-3330 if you need to book a game for 9 or more players.

What is your refund/cancellation policy?

As of February 14, 2024, we are changing our cancellation and refund policy. Unfortunately, we’ve been forced to adopt a stricter policy due to repeated abuse and violations of our previous, more flexible policy.

A deposit of $75 per room must be paid to confirm a booking. This amount will be applied to your booking as a credit when we collect the remaining balance after your game.

You may cancel a reservation by clicking on the cancellation link in your confirmation email or by calling 480-442-3330. As long as you cancel at least 24 hours before your game time, your deposit(s) will be refunded. In the event of a no-show or cancellation made less than 24 hours prior to game start time, the $75 deposit(s) will not be refunded.

If your plans change less than 24 hours before game time, we’ll happily reschedule your game one time as long as you call us before your game is scheduled to start. If we don’t answer, be sure to leave a message—the timestamp on your message will be how we know when you called.

If you book multiple games and your group gets smaller within 24 hours of your game time, you can play all of the games you originally booked as long as you still have at least 4 players per room at the time of check-in. For example:

  • A group of 9 books 2 rooms, but only 7 players show up. One of the rooms will be canceled and one $75 deposit will be retained because there are fewer than 4 players per room.
  • A group of 12 books 2 rooms, but only 9 players show up. No cancellation fee applies because there are still 4 or more players per room.
  • A group of 16 books 3 rooms, but only 6 players show up. 2 rooms will be canceled and 2 of the $75 deposits will be retained because there are not enough players to fill all 3 rooms with at least 4 players each.

Gift cards are refundable only within 7 days of purchase. Unopened retail games (excluding shrink wrap) are returnable within 14 days of purchase. Books with significant manufacturer defects are returnable within 14 days.

How do I pay?

We accept debit/credit cards, PayPal (for gift cards only), Cash App, Venmo, and cash. All bookings must be secured with a deposit of $75 per room. Deposits must be paid with a credit or debit card.

Do kids/teens need a chaperone?

Players under 18 must be supervised by at least one person 18 or older. There are absolutely no exceptions to this policy. Chaperones aren’t required to play (although they’re welcome to!), they just need to be in the building throughout the game for insurance purposes.

Our Game Masters reserve the right to require the adult chaperone(s) to enter the game room to supervise children as needed. In such cases, the chaperone is not required to purchase a ticket.

Do I have to pay for my kids if they're very young?

Children under 6 years old are free of charge—don’t include them if you’re booking online. Tickets for children 6 and older cost the same as an adult ticket.

Can you accommodate birthday parties, corporate events, and other large groups?

Yes! Our total facility capacity is 38 players per 90-minute game block. We’re happy to arrange simultaneous or back-to-back games for large groups—and to provide discounted pricing! Please give us a call at 480-442-3330 to make a reservation for multiple games or for groups of 9 or more.

Will we get to meet Cluemaster Max?

Maybe! Max is a real dog and he spends some of his time at Cluemaster, offering moral support as needed. He doesn’t keep a regular schedule, but if you really, really want to see him, let us know ahead of time. Max is often busy saving the world, so we can’t guarantee he’ll be available for your game, but we’ll try our best!

Reviews

Cluemaster was awesome! The room was very well put together and our host Keith was great. The puzzles were challenging and the effects as you moved through the room were pretty cool. We did this for New Year’s Eve as a way to close out the year. We have experience in Escape Rooms and this was one of the better ones we have done. Will definitely be back in 2023.

—Nelson G.

This is such a great place! The owner reached out and answered some questions I had in great detail and was super helpful. The game host was so patient with our group of all kids for my daughters 7th birthday! He really was a trooper and I never felt rushed or unwelcome!! The game was geared towards kids but still a good bit of a challenge. We all had a great time and my kids are already begging me to go and do the other rooms here! This is definitely a great escape room for beginners as it has really detailed instructions and clues! Overall, great experience all around!!

—Courtney S.

We took a group of 15 people (mix of adults and teenagers) and split up into two different rooms. One group did the Witching Hour while the other did Cell Block. We made a competition out of it to see who could get out the fastest and everyone loved it. It was so fun and both groups could not stop talking about it afterwards. I would definitely recommend Cluemaster Escape Rooms for anyone looking for a fun activity to do with friends, family, or colleagues.

—Haylee W.

Visit our Google Business page if you’d like to read more reviews

Our escape rooms are a fantastic form of mind-bending entertainment for all ages! Whether you’re a local in search of something new and exciting or a traveler looking for challenging mysteries to solve, you’ll find plenty of adventure at Cluemaster.

Book Your Escape Game Now!

Contact

Hours

12PM–10PM Sun–Thurs
12PM–1130PM Fri-Sat
Closed Thanksgiving Day, Christmas Eve, and Christmas Day

Address

425 W Guadalupe Rd. #117
Gilbert, AZ 85233
(SW corner of Guadalupe & Neeley)