Frequently Asked Questions

How much does it cost?

'Mr Borrowdale's Study' & 'Lab Heist' cost £50 for a team of 2 players all week. On Weekday, City centre games cost £66 for 3-6 players. We have teired pricing at weekends from £66 for 3 players to £78 for 6 players. Lumley Castles game 'Lily Of Lumley' is priced per player. Prices range from £15-£25 per person. Check the games pages to see specific pricing.



Can I buy a gift voucher as a gift?

Yes, an escape room is an amazing gift. You can buy a voucher which will allow the recipient to book the room for a time that's suitable for them. Just click on 'Gift Vouchers'



How many people can play?

We recommend between 2-6 people in a team. Any more will reduce the enjoyment of your game.



Do you have an age limit?

Our Escape Rooms are designed for players over the age of 14. We recommend that the majority of the team are 15+. Players under 16 should be accompanied by at least one adult (18+) Younger players will enjoy if they're part of an older team, but we wouldn't recommend players younger than 10. Our games are not considered appropriate for children's parties. If in doubt or you have any questions, give us a ring. You could also look for a babysitter. With our partner Babysits.uk you will definitely find the perfect babysitter for your family.



How do I book?

It is quickest and easiest to book online. However, online booking closes 26 hours before games. If you want to play today or tomorrow give reception a call on 0191 303 6393 or E-mail team@escapedurham.co.uk



When should I arrive?

We ask that you arrive at least TEN MINUTES before your booked time slot but no more than 20 minutes. We have to carefully manage the people traffic in the building for fire safety. Our reception is used as a briefing room and as such cannot be used as a waiting room for long periods of time. When playing at Lumley Castle please wait at the entrace gates at the rear of the hotel. Please do not enter the hotel during this time of social distanceing. Thank you. https://static.wixstatic.com/media/92f1ce_b305e4216a5449ea9d338875b8365803~mv2.png



What happens if I'm late?

It is crucially important that you arrive on time for your game. We work on a ticketed system and cannot wait for any late arrival, this would delay the schedule of games for the entire day. If you are going to be late, please call us on 0191 303 6393. We will do what we can, but we may have to start the game timer before you arrive.



Can we play two games at the same time?

Sometimes. On a weekday and Sundays this will be free of charge, on a Saturday there is an excess charge of £50 to play at the same time as this requires us to cancel other games. We have to manage the people traffic coming through the building as we have rather small premises. If there is no game before you then we will try our best and you should be in within minutes of each other. You can play at the same time any other day of the week. In cases where a game is booked in before you there may be a wait of 5-10 minutes before we can start your second game. We apologise for this if it is an inconvenience, it's one of the hurdles of being so small.



What should I wear?

Just casual clothing is fine. Please be aware that in the summer months on hot afternoons the rooms can get rather warm. Please be aware that the 'Black Knight' restaurant at Lumley Castle has a smart casual dress code.



Can I get a refund if I cancel?

We do NOT offer any refunds for our Escape game tickets. Escape Games are a live event, and therefore operate to the same standard as live performances, film showings and hotel rooms. If you contact us more than 24 hours before the start of your game we will be able to move your game to a new date or offer you a gift voucher valid for 12 months to use at your convenience. The first time you reschedule a game is free, any subsequent re-schedule requests are charged at £25.00 per move. Missed games without 24 hours prior notice of cancellation cannot be moved or exchanged for vouchers.



Can I use the toilet during the game?

We have 1 toilet on the City Centre premises and you may leave the game to use the toilet, however, the clock wont be paused. Lumley Castle has a number of Toilets that may be used during the game.



I haven't received my gift voucher! Help!

Please check your spam folder to see if it has been mistaken for advertising. If you still cant find your voucher, please E-mail admin@escapedurham.co.uk with your order details and someone will get in touch with you. Alternatively, call reception on 0191 303 6393



Do you have any student discounts?

Yes we do! Teams made up ENTIRELY of students can get 20% off their booking by using the code STUDENT20 at checkout. Please remember to bring your ID with you. There must be no non-students in the team.



Do you have any other deals?

We occasionally run deals and discounts for our social media followers on our Facebook page, Twitter account and Instagram account, usually for last minute weekday bookings. We no longer post discounts with third party companies such as 'Groupon' and have no future plans to do so.



Can I smoke / Vape / Eat / Drink inside the games?

No. Our rooms contain electrical equipment and expensive props. The rooms must be kept at a condition which is pleasant for other customers use. Bottled water is the only drink allowed inside the game rooms.



Can we drink alcohol before or during our game?

We do not have a bar at Escape Rooms Durham. You will need a clear head to complete our games and so we do not advise consuming alcohol before playing. Please bare in mind we are a family friendly venue. Anyone appearing to be drunk, disorderly or abusive (including the use of vulgar or offensive language) will be refused admission, or asked to leave at the discretion of Escape Rooms Durham staff. This is for the safety and comfort of the person in question, their team mates, other visitors and Escape Durham staff.



Where are you?

We have two sites. 'Mr Borrowdales Study' & 'Lab Heist' are based at our City Centre Site. 'Lily Of Lumley' is based at Lumley Castle Hotel. City Centre: 41-42 Saddler Street, Durham City, DH1 3NU. The black doorway, in between Jack Wills and Flat White Kitchen. Take a look at our map on the 'Contact'page. Lumley Castle: Ropery Ln, Chester le Street, County Durham, DH3 4NX. Please wait in the hotel reception where your game operator will collect you. Please call ahead before visiting as our venues may only be manned when games are being played.



When will you have new games?

Our brand new christmas game "Naughty Or Nice" has just gone on sale and will be running over Christmas 2019/2020



What do you do with my card information?

Our payment processor is "Stripe" No Escape Rooms Durham staff, or it's company directors, have any access to the card information you provide via the online payment gateway. If you pay over the phone, your information is used to immediately process the payment before being safely and securly destroyed. Your personal information (Name, E-mail and Mobile Number) are kept on file by our secure booking system, if you wish to be removed from the system after your game please e-mail grimupnorthoffice@gmail.com with your details.



When is your best availability?

Our best availability is Monday to Friday 11:00-19:00. For weekday evenings we recomend booking a couple of days to a week in advance. Our busiest time of the week is 11:00-20:00 on Saturdays and Sundays. We recomend booking 3-4 weeks in advance for Saturday afternoon games. For evenings in the lead up to Christmas we reccomend booking at least a month in advance.



How can I contact management?

You can contact the management of Escape Rooms Durham, Grim Up North LTD, by E-mailing grimupnorthoffice@gmail.com



Am I REALLY locked in?

The door is locked, however there is ALWAYS a way to unlock the door and leave at any part of the game for any reason. If you would rather leave the door unlocked during your game just let your game operator know.



Where is the best place to park?

The nearest car park is the Prince Bishops Car park which is 5 minutes walk away from Escape Rooms Durham. Walkergate multi storey car park is 5-10 minutes walk. There are also numerous places to park on the street, which is usually free on weekends and weekday evenings. There is no parking in the old town of Durham, which is where we are located. Lumley Castle has private customer parking which is free.