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FAQ2019-10-02T15:32:11-04:00

FREQUENTLY ASKED QUESTIONS

Can we pay at the door, individually, or with cash?2022-10-07T17:22:30-04:00

No, you cannot pay at the door. We do not make unpaid reservations under any circumstances. If you wish to reserve a game time, you must pay a minimum portion in advance. Contact us if you need accommodations.

No, we cannot take individual payments per player. If pre-payment by credit card is prohibitive for your group, contact us to discuss possible accommodations.

We can accept payment by cash, if arranged ahead of time with your Game Master. Contact us to discuss this option.

Why didn’t you answer my phone call?2022-10-07T17:22:53-04:00

Due to a large volume of spam calls, we no longer answer the phone most of the time. If you call us, please listen to the voicemail message and choose another way to contact us.

Calling multiple times does not increase your chance of getting ahold of someone. Missed phone calls will only be returned after all texts, emails, and voicemails have been addressed.

Email us, text us, or leave us a voicemail with your question/concern. We will get back to you within 48 hours in most circumstances. Our email address is Rochester@OmegaEscapeRoom.com and we usually check our phone between 10am and 2pm on week days, and after 4pm on weekends.

Help! I booked the wrong date/time!2022-10-07T17:22:16-04:00

Don’t panic! Let us know as soon as possible, and we can help you reschedule. Send us a text message or an email to Rochester@OmegaEscapeRoom.com including your name, booking date & time, and the changes you want to make.

If it is less than 24 hours before your scheduled game time, you may be charged a rescheduling fee. Letting us know as soon as possible is the best way to avoid fees.

What is the age limit on your rooms?2022-10-07T16:06:39-04:00

All Players must be 16 or older to sign a waiver for themselves. Anyone under 16 has to be waived by a responsible adult.

All Players must be 13 or older to go into a room without an accompanying adult.

Groups with any players who are under 15 must have a responsible adult remain in the building for the duration of their game. Accompanying adults are welcome to watch their group on an iPad in our lobby.

Players 10 and younger are unlikely to have much to contribute to the escape room experience, which requires complex reading and problem-solving. Young children may find some of the props or themes upsetting. Contact us if you have any questions or concerns, or would like more information.

What are your options for birthday parties/team building events?2022-10-07T16:06:45-04:00

We are happy to help you host your event with us! We have a “party area” which includes several large tables, a big couch, a large fridge, a microwave, and a large TV for your group’s use. You’re welcome to bring in any decorations, food, or non-alcoholic drinks you wish. One party area reservation gives your group sole access to the party area during your game time and for up to one hour after your game for a flat fee, with more time available for an additional fee (per hour).

We do not provide any food, drinks, cups, plates, napkins, decorations etc. as part of a party area reservation. We have bottles of water and some other drinks available for purchase on site. Food and drinks are not allowed in the escape rooms.

To reserve the party area, first select the game time which you wish to reserve. Then, just before checkout, click “Add Another Booking” and select the party area. You should select the party area start time which begins 45 to 60 minutes after your escape room start time. For example: if you select the 1:15 Fallout Shelter game, you should select the 2:00 Party Area reservation.

A visual aid for how to add a party area reservation onto your booking. It is a screenshot from the website, with text in colored boxes. The text is the same instructions as above.

If you have a large group (more than 10 players) we recommend emailing us in advance for individual help planning and making your reservation.

Should I buy my game through Groupon, or directly through the website?2022-10-07T16:21:55-04:00

As a small business, we always recommend buying from us directly rather than purchasing through Groupon. We offer discounts for a variety of special circumstances; contact us by email to inquire about our current deals.

We are not able to provide any customer service benefits, refunds, or discounts on Groupon reservations. For example, if you do not use a Groupon and you pay for 9 players but only 8 can make it to the game, we will happily refund you for the missing player. If you paid with a Groupon, we cannot provide this service.

I have already purchased a Groupon, how do I book a room?2022-10-07T16:21:51-04:00

A Groupon is the same as any other discount or coupon code in our system. Simply go through the reservation process on our website as normal, then type in your Groupon Redemption Code in the coupons/discounts box during checkout.

We used a Groupon to reserve our room and there is a problem with our reservation, who do we contact for help?2022-10-07T16:33:32-04:00

If you need a refund, you must contact Groupon directly. We have no ability to refund any money paid to Groupon.

Groupon does not have access to our booking software. To reschedule or cancel your reservation, please contact us. Re-scheduling or cancelling your reservation with less than 24 hours notice, or failing to show up for your reservation may incur fees.

Do you accept walk-ins or last minute reservations?2022-10-07T16:06:30-04:00

No, we do not accept walk-ins at any time. Last-minute reservations are at the Game Master’s discretion based on availability, and are not guaranteed. Please book at least 4 hours in advance for the best chance of getting a reservation.

Games are automatically set to “Call to Check Availability” within 4 hours of the start time Sunday through Thursday, and within 2 hours of the start time on Friday and Saturday. Inside these windows, we do not guarantee you will be able to make a reservation. If your call goes to voicemail, please send us a text message.

Game Masters are not on site at all times, even during “open hours”. Therefore, the minimum booking notice is 2 hours beforehand at all times. Exceptions may be made on a case-by-case basis, at Game Master’s discretion. Please allow at least 30 minutes after contacting us to receive a response. If you do not hear back in 30 minutes, you can assume we are not immediately available.

We have more or fewer players than the Groupon we bought, what can we do?2022-10-07T16:38:53-04:00

Groupon reservations are for ”up to” a set number of players. You may exceed this number of players, with the additional players charged at full price. For example: if you buy the Groupon for “Up To 6 Players but have 7 players, you can select 7 players on your reservation and pay full price for one player. However, if you buy the Groupon for “Up To 6 Players” but only have a group of 5 players, you will not receive a refund for the missing player.

This is part of why we encourage you to buy directly from us rather than going through Groupon. We will always only charge you for the number of players who actually attend your reservation, if you’ve booked directly with us.

Can I bring extra players on the day of our reservation? What if someone in my party cancels last-minute?2022-11-14T13:17:04-05:00

We can usually make adjustments to the number of players on your reservation, and issue charges or partial refunds accordingly. If you paid with a Groupon, we can only charge for extra players. Please do not exceed the maximum number of players for the room you reserved. Additional players are charged at full price.

If you are uncertain exactly how many players you will have, we recommend making your reservation for the maximum you expect, paying in full, and then contacting us about the situation ahead of time. It is much easier to adjust to a smaller group than to account for extra players.

I have multiple coupons, such as a 20% Off code and an Admit One card, can I use them both?2022-10-07T16:59:03-04:00

No. There is a limit of one discount code, Groupon, gift certificate, or coupon per reservation. No exceptions.

We have a Groupon and coupon, can we apply them both to our reservation?2022-10-07T17:05:46-04:00

No. A Groupon is already a coupon in our system, and you can’t use more than one coupon per reservation. This includes the returning customer discount, admit-one cards, or any other discount offers.

My babysitter fell through so I need to bring my child/baby, is that okay?2022-10-07T17:21:49-04:00

You are welcome to bring your child with you. Children 5 years and younger can go in the room with you for free. Please keep in mind that our puzzles are breakable and you are responsible for any broken, damaged, or missing pieces.

Our staff will not monitor or entertain your children for you: they must go into the room with your group or be able to sit quietly in the lobby for the full duration of your room (one hour). Please see “What is the age limit on your rooms?” for more details.

Our target audience is adults, so some young children may find some of the content upsetting. The rooms are also not “baby-proofed”, so things like corners, potentially sharp objects, small pieces, or similar things may be present. If you have additional questions or concerns please contact us prior to your reservation for more information.

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EMAIL

hamburg@omegaescaperoom.com

PHONE

716-649-0900

FIND US

5161 Camp Road
Hamburg, NY 14075