Cancellations & Refunds

Please read this cancellation policy carefully before booking! If you book a room, you agree to this cancellation & refund policy.

You may modify, change, or cancel your booking up to 48 hours before your reservation with no penalty or fees, and receive a full refund.

However, within 48 hours of your reservation there are no refunds given for cancellations or booking modifications. If you need to change or cancel your booking within 48 hours of your reservation, you have two options:

  1. You can move your booking to a different day/time for a $50 change fee.
  2. You can cancel your booking and we will issue you a gift voucher to use at Hidden Key Escapes, worth 50% of what you paid.

Please understand that these policies are in place because if a group cancels or moves their reservation within 48 hours, it’s difficult to get those vacated slots filled on such short notice, which means we lose out on that business.


Combining Groups

If you did not book all available slots in a room, it is possible that other players/groups can book in with your group. This is not guaranteed to happen, but it is always possible. If you'd like to ensure it is only your group in the room, you may buy any remaining slots in your room for $10 each. Reply to your confirmation email and let us know you'd like to do that.


Late Policy

We have a strict late policy that we adhere to in order to make sure all groups get the same amount of attention from our staff. Groups that show up on time should not be penalized because a group before them was late.

Please read and understand the following late policy before booking. If you book a room, you agree to this late policy.

If Your Group is Combined With Another Group

If two different groups are in a room together, and one of the groups is on time, the room will start on time, no exceptions. In this case, if you show up late, we can add you to the room, but you will not receive any additional time.

If its Only Your Group in the Room

If it is just your group in the room, we will start no later than 15 minutes after your scheduled time. Every minute after 15 minutes past your scheduled time will cost you 1 minute in the room. We cannot give late groups the full hour because we need time to reset the room before the next group arrives. If you happen to be late and do not want to miss out on time in the room, you can reschedule your booking for a $50 fee. If there are no other rooms booked after your scheduled time, the manager or gamemaster may alter this policy. This is at the disgression of the manager or gamemaster, and no change to the policy is guaranteed.


Hours

Wednesday 5pm-9:30pm

Thursday 5pm-9:30pm

Friday 5pm-9:30pm

Saturday 12pm-10:30pm

Sunday 12pm-8:30pm

Rooms available every two hours.

Additional weekday reservations may be made upon request. Call for availability.


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Hidden Key Escapes
1260 Iroquois Ave, Suite 300
Naperville, IL 60563

630-442-0239

contact@hiddenkeyescapes.com

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