FREQUENTLY ASKED QUESTIONS

YOU SHOULD BE ABLE TO FIND ANSWERS TO ALL OF YOUR QUESTIONS HERE

What is this?

THE BASEMENT is an escape room venue with 3 different experiences. In each experience you will be locked inside for a designated amount of time while you and your team try to figure out how to escape. The rooms contain clues, trap doors, and hidden items. Anything that’s not glued or bolted down can be moved and may be an integral piece in your quest to escape (and survive).

Is this a haunted house?

No, THE BASEMENT is an escape game and is very different than a haunted house. You will enter the room with the rest of your team, and then be given a set amount of time to solve the puzzles inside and escape. You’ll directly interact with many aspects of the environment inside, touching things, moving things, opening things, (occasionally crawling through things) etc. There are no lines to follow or set paths to traverse, just a space full of clues, items, and puzzles.

Is THE BASEMENT scary?

There are definitely elements of fright within each of our 3 experiences and the story line as to why you're in the room is of the horror genre, but we wouldn’t classify this as a "scary" experience. Without giving anything away, we will say that there will be no high school kids in makeup jumping out at you. Feel free to see what others said on our Yelp Page for more insight into the experience.

How long do I have to complete the game?

Each experience has a different game length, see below:
Chapter 1: The Basement = 45 minutes before you are Captured, Caged, and Consumed.
Chapter 2: The Boiler Room = 35 minutes before you are Captured, Compacted, and Disposed of.
Chapter 3: The Study = 55 minutes before you Trespass, are Captured, and Slaughtered.

Are there age restrictions to attend?

No one under the age of 13 years will be admitted.

Participants 17 years or younger must be accompanied by at least one adult that is at least 18 years old, and must each bring both of the following with them:

1. A copy of our liability waiver signed by THEIR parent or guardian.
2. A copy of THEIR parent or guardian's driver’s license or passport (Name on ID must match name of person who signed the waiver).
*ANY MINORS WHO DO NOT HAVE THESE TWO ITEMS WITH THEM WILL NOT BE ALLOWED TO PARTICIPATE*

How long before my scheduled time do I need to arrive?

We ask that you arrive at least 15 minutes prior to your scheduled ticket time in order to fill-out paperwork and listen to our tips and safety speech. DO NOT BE LATE, if you arrive late your tickets will not be refunded or rescheduled.

If I’m late, can I still play?

If you arrive after we have started the game (the time slot you have booked), we cannot allow you inside. This would disrupt the game for the other participating players and negatively affect the schedule for the rest of the shows. No refunds or rescheduling of show times will be offered for late arrivals or no-shows. Please account for traffic, and map us out beforehand so there are no surprises.

I need to reschedule my reservation!

If you need to reschedule, you MUST contact us AT LEAST 3 days (72 hours) before your reservation. If you contact us after this period, or if your booking was created within this period, we WILL NOT be able to reschedule your booking. Please be aware of this before booking your reservation with us.

I would like to cancel my reservation for a refund.

We have a strict NO CANCELLATION/NO REFUND policy. All sales are final and nonrefundable regardless of whether you show up for your reservation or the reasoning for you not being able to make it. Please be aware of this before booking your reservation with us.

IMPORTANT: We ask that you please do your research on what this is, where it is located, and how you will get here on time BEFORE purchasing your tickets.

How many people can play at once?

Each room varies, see below for maximum allowances:
Chapter 1: The Basement = Up to 12 people, Click here to purchase tickets and reserve your time.
Chapter 2: The Boiler Room = Up to 4 people, Click here to purchase tickets and reserve your time.
Chapter 3: The Study = Up to 10 people, Click here to purchase tickets and reserve your time.
There is no minimum number of tickets that must be purchased, but if you purchase less than the room’s capacity, be prepared to share the room with other guests. Sharing the room can actually make the experience more fun.

What if I have a group larger than the maximum occupancy of the room?

In this case management may make rare exceptions, but we strongly advise against it as the games and the rooms were designed according to the set capacity.

What is an escape room / escape game?

The escape game genre started out as a series of point-and-click computer games where players must escape from a locked area by using the environment around him/her. THE BASEMENT is a live version of this, where you must physically search the environment for items and clues that will help you escape. You are given a set amount of time to try and escape before your fate is sealed.

Will I actually be locked in the room?

Yes, the exit door will actually be locked immediately after the game begins. However, there will be a “panic button” near the exit door that you or any member of your team may press in case of an emergency. Hitting this button will unlock the exit door so that you can exit the room safely.

Can I play if I'm pregnant?

This is completely up to you. Since there are elements that may frighten or startle you, we would recommend that you sit this one out, but again its up to your discretion. If you do decide to visit us while pregnant, please make sure to make your host aware of your pregnancy long before your game begins.

Are the rooms wheelchair accessible?

The Basement is indeed wheelchair accessible, however the Boiler Room and The Study are not. There are small portions of The Basement that are not accessible for those in wheelchairs, but you will still be able to complete the game and enjoy yourself.

Are there actors in the rooms and will they touch me? Can I touch them?

Yes, there will be actors inside and outside the rooms. Yes, they will touch you. No, you may not touch them. Any touching of the actors or disrespectful or malicious contact (verbal or physical) within the game will result in immediate disqualification.

What do I get if my team completes the game and escapes?

Teams who are able to escape BEFORE time runs out will earn the option to purchase an exclusive “I ESCAPED THE BASEMENT” t-shirt. However, if you don’t escape you can still buy the alternate “I WAS CAPTURED” t-shirt. Each t-shirt is themed according to the room and the outcome of your team.

Do I have to book online or can I pay cash when I get there?

Unfortunately, we have too many instances where people make reservations to pay cash at the door and are simply no call no shows, this is a complete loss of revenue for us and we can no longer allow reservations without payment in full. We are sorry for the inconvenience. However, if cash is you’re only option, we can accept full payment in advance in order to secure your ticket time. Please call 866-993-7227 to schedule your advance cash purchase.

I’m commuting 2 hours to be there, and I arrived an hour early, is there anything else to do in Sylmar?

Yes, we are surrounded by great eateries and a few shops. Please click here to see a list of our favorite restaurants. And Click here for a list of other places to kill time before you yourself are killed.

What is the parking situation there?

There is designated parking directly in front of our business, the lot is shared with “Adult Factory Outlet”.

I can’t find you guys, where are you?

Our Address is 12909 Foothill Blvd, Sylmar CA 91342. We are discreetly located across the street from “Taco Bell”, and suspiciously adjacent to “Adult Factory Outlet”. Click here for directions

I want to book for a bunch of my friends and family, how do I book more than one ticket?

In the booking process on both the PC and mobile devices, immediately after you click a BOOK NOW button the schedule is shown followed by a few simple steps. STEP 1: “How Many Tickets would you like to purchase?” This defaults to 1 ticket, but there is a drop down box where you can select how many tickets you’d like. You must do this before selecting a Date and Time.

I am planning a Party, what services do you guys offer?

Whether it be a Birthday, Anniversary, or Wedding Party we are certainly a fun filled destination that provides a unique thrill you just can’t get anywhere else. We have the following available as options: Private VIP area to host your party, catering, magician for hire, and much more. Give us a call to book your private party today or contact us online.

My business does company gatherings, do you offer Team Building exercises for company outings?

We do offer Team Building services, and we’ve had some very large corporations come and benefit from the experience. Not only will it be unparalleled with respects to adrenaline pumping fun, it is also a valuable experience for comradery with coworkers, and an insightful observation of your team’s strengths. Click here for more information.

I want to have a Private Room for my friends only, but we don’t fill up all the slots, is this doable?

The only way to get the room privately is to purchase all the tickets available for the experience of your choosing. Otherwise anyone can buy the remaining tickets, which is usually the case. Additional advice is to book it in advance, don’t wait until the last minute. Also there is no discount for buying all the tickets.

Is it possible to book a show time outside of the current schedule?

Absolutely, we can always book a special time, however the minimum purchase is 1 full room for The Basement or The Study, or 2 full rooms of The Boiler Room. We can do this any time before or after our current schedule, or even on days closed. Please call 866-993-7227 to schedule.

I got a Gift Voucher as a present, how do I redeem it?

In the email containing the Gift voucher certificate, there is a link listed under “How to redeem this voucher”, you can click the link provided or simply Click here to enter your voucher code and redeem.

I purchased tickets for next Thursday night, but I need to reschedule to a later date, how do I do that?

When you made your purchase you provided an email address. A booking confirmation was sent to that address and in that email there is a yellow button that says View / change booking. Click this button, it will take you to your booking on our website, click the 2nd button that says “Change” next to the date and time of your tickets. Here you can select the new date and time, which is subject to availability. In order to make the change, click the green BOOK button, and confirm your details by scrolling down and selecting “Next”, then check the box acknowledging our Cancellation Policy, and finally select “Confirm Booking” and you’re all set. Please note that you will not be able to make changes within 72 hours of your ticket time.

I am buying multiple tickets, but I am not sure of everyone that is going, do I have to put all names?

Yes, BUT if you aren’t sure of everyone that will be attending at the time of purchase, you can put the names of those that are confirmed already, then simply put your name in the rest of the fields. Once you have the rest of the names simply open the booking confirmation email you received, in that email there is a yellow button that says View / change booking. Click this button, which takes you to your booking on our website, click the 3rd button that says “Change” next to your name, email address, and phone number. Scroll down to the Participants section and select the drop down next to each appropriate name being updated and select “new person”, then put the confirmed first and last names. Once that is complete, scroll down and select “Next”, then check the box acknowledging our Cancellation Policy, and finally select “Confirm Booking” and you’re all set. Please note that you will not be able to make changes within 24 hours of your ticket time.

I already purchased tickets but I want to buy additional tickets for the same time slot, can I do this?

Yes, open your email and find the booking confirmation that was emailed to you, there is a yellow button that says View / change booking. Click this button, which takes you to your booking on our website, click the 1st button that says “Change” next to the Room name and (game time). Use the drop down to select the NEW TOTAL of tickets including your original purchase. Purchasing additional tickets is subject to availability, so there is the option to select a different time to facilitate your additional team members, or you can simply click the green BOOK button next to your original time. Scroll down to the Participants section and type the appropriate name being added under each “new person” row. Once that is complete, scroll down and select “Next”, you’ll find that you have the option to put the additional tickets on the credit card used originally or a new card, to finalize this transaction check the box acknowledging our Cancellation Policy, and finally select “Confirm Booking” and you’re all set.

Do you guys sell Gift Certificates that I can gift to a friend?

Yes we do, on the Home screen of our website, if you scroll down half way you will see an image of a present with the words “Click here to purchase a gift voucher”, click this phrase or the present, this link takes you to our schedule and if you scroll down there is a green BUY buttons next to each description of our rooms. Once you’ve decided on a room, click the corresponding BUY button. Then select how many vouchers you’d like to purchase, the next few screens are standard information and payment screens, please fill out accurately. You can also Click here to begin the process. Please note that the vouchers are only valid for 1 year.