COVID-19

IMPORTANT INFORMATION FOR VISITORS - COVID-19

(Please be aware that due to the rapidly changing nature of the situation the following information is subject to sudden change. If in any doubt email us directly on escape@escaperoomsnewport for the most up to date information.)

 

We have implemented additional precautionary measures for the safety of both visitors and staff during this time.  We ask that all visitors to the Escape Rooms familiarise ALL members of your party with the following information before attending.

DO NOT ATTEND IF

  • You or any member of your household are unwell.

  • You have recently come into contact with anyone who is unwell.

  • You have been advised to self-isolate under current Welsh Government Guidelines here.

HOUSEHOLDS - All visitors to The Escape Rooms are expected to be compliant with Welsh Government safety guidelines. You will not be able to socially distance during gameplay with your teammates so all games should only be played by groups within households or blended households according to current Welsh Government Guidelines here. 

ATTENDEES- So that attendees do not interact with other players we will only be running one game per floor at any one time. Start times for games on different floors of the building will be staggered so that the waiting area will only be used by a maximum of one household group at any one time. Contact information MUST be provided by all players for contact tracing purposes.

 

CLOTHING – We usually provide protective jumpsuits for both TORTURECORP and HOST which are regularly laundered. However, since we cannot launder these jumpsuits individually, per customer, there could be a risk of cross-contamination between players, as such we are temporarily taking them out of use. Therefore be sure to wear comfortable clothes that you don’t mind risking getting a little dusty or dirty for your visit with us. (Don’t worry, you don’t have to get very dirty to play. Due to the set design and dressing in both rooms it could be possible to get a little grubby during gameplay, particularly if you were to get down on your hands and knees so we just advise you don’t wear your Sunday best!)

KEEPING CLEAN – we will be providing hand sanitiser for all visitors and staff to use. Players MUST use hand sanitiser on arrival on site as well as on entry and exit from the game rooms. Additional disposable masks and gloves are provided but not mandatory for use within the game spaces. Gloves worn within the game rooms must be immediately disposed of on exit. A voluntary donation can be made to help us cover the costs of additional PPE used by customers.

THE ROOMS – Since players have to interact pretty thoroughly with all the contents of the rooms over the course of gameplay, we will be disinfecting all surfaces, locks and props when resetting the room between each game and at the start of every shift.

CO-OP GAMES (LARGER PARTIES) – Until further notice, we have taken our games with higher capacities of 8-12 players off sale for the foreseeable future. This is as a means to reducing the number of visitors on site at any one time.  Larger groups are welcome to book multiple games back to back instead but multiple games will not be played at the same time to keep on-site visitor numbers low and suitable time will be taken between games to fully disinfect the room between groups of players. 

MOVEMENT – in order to safely socially distance players from staff please remain in the waiting area for your pre-game briefing. Move only when advised, following instructions from Escape Rooms staff. Please follow the directional markers throughout the building before and after your game.

STAFF – Our Puppet Masters are fully aware of all the protocols in place and will be strictly implementing them all. Rest assured that we will be taking EVERY possible measure to look after both you and us!

CANCELLATION POLICY – We have amended our cancellation policy with regards to the current situation. If due to suspected sickness or self-isolation, any of your players are unable to make it we can reschedule your game, put it on hold until such a time as you are all able to attend or cancel it altogether and refund the cost accordingly.

  • NOTIFYING US OF A CHANGE. We will no longer require a mandatory notice period for cancellation or changes to a booking as we realise things may change quite rapidly. We respectfully ask you to let us know as soon as you can if you will be unable to attend so that we can avoid the cost incurred staffing unused timeslots.

  • CHANGES IN PLAYER NUMBERS. If some members of your party would still like to attend but others are unable to do so, we will honour the booking and we will refund the difference in price to the new number of players attending. Please give as much notice as you are able (see “REFUNDS” for further info). Please note that any personalised content created for your game may need to still include all the original players depending on the amount of notice given.

  • RESCHEDULING BOOKINGS. If you are unable to attend at your originally booked game time you may reschedule the same game at any time to suit you, subject to availability. If you do not yet know when you would like to move your booking to, we can supply a voucher code allowing you to re-book the same game via our website at another time to suit you within the next 12 months (which can be extended if necessary).

  • REFUNDS. We will process any refunds on the same or next working day as informed but please allow a few days for these refunds, once processed, to appear on your card or PayPal balance. Refunds will be made payable by whatever method your booking was originally paid by.  

  • IF WE NEED TO MAKE A CHANGE. In the event that any Escape Rooms staff member becomes unavailable to run your booking due to self-isolation we will do our best to make alternative arrangements. In the unlikely event that we need to cancel or reschedule we will do our best to inform you as soon as possible. There is a chance that this may occur at short notice and we ask for your understanding and flexibility should this be the case. A full refund will be given for any cancellation and a discounted rate will be given in the event of rescheduling you booking.

 

If you are unable to attend but would like to support us in other ways then please consider purchasing gift vouchers, leaving reviews or sharing and recommending our pages. Any support you can offer will help us to bounce back after being closed due to lockdown.

Please look after yourselves, be safe and take care of each other. We are all in this together.

 

- The Escape Rooms Team