FAQs

What is 21 Keys doing to help protect us from the flu, COVID-19, and the common cold?
At 21 Keys Escape Rooms, the health and safety of our guests and employees is extremely important to us. To ensure guest safety, we are taking the following precautions until further notice:

- All bookings are PRIVATE events, which means no other customers will be in the room with you. This is provided FREE OF CHARGE.

- Only ONE booking will take place in the building at a given time, which means no other customers will be in the building with you.

- Our game rooms, lobby, and restrooms are thoroughly DISINFECTED in between every game.

- HAND SANITIZER is provided throughout our facility.

- Helpful signs encourage everyone to participate in good hygiene.

- All employees will be wearing MASKS, and we recommend our customers bring theirs, too!

- Our employees are provided proper gloves and cleaning supplies and their health is being monitored daily.

- Social Distancing Guidelines will be strictly followed.

 

In what ways is 21 Keys adhering to Colorado's Social Distancing Guidelines?
At 21 Keys Escape Rooms, we are adhering to Colorado's Social Distancing Guidelines in the following ways:

- All bookings are PRIVATE events, which means no other customers will be in the room with you. This is provided FREE OF CHARGE.

- Only ONE booking will take place in the building at a given time, which means no other customers will be in the building with you.

- The maximum number of participants in each of our rooms is 6. This ensures there will never be more than 9 people in the building at any given time.

- Our lobby is marked in accordance with Social Distancing Guidelines.

- Until further notice, all employees will be wearing masks, and we recommend our customers bring theirs, too!

 

What times are available for at-risk and vulnerable populations during the COVID-19 pandemic?
At 21 Keys Escape Rooms, we welcome at-risk and vulnerable populations AT ANY TIME! During the Colorado Department of Public Health & Environment orders, we are taking the following precautions:

- All bookings are PRIVATE events, which means no other customers will be in the room with you. This is provided FREE OF CHARGE.

- Only ONE booking will take place in the building at a given time, which means no other customers will be in the building with you.

- Our game rooms, lobby, and restrooms are thoroughly DISINFECTED in between every booking.

- All employees will be wearing masks, and we recommend our customers bring theirs, too!

- Social distancing recommendations will be strictly followed.

 

Where is 21 Keys located?
We’re in Colorado Springs at the corner of Templeton Gap and Union, behind the Wild Birds store. Our address is 3362 Templeton Gap Road, Colorado Springs, CO, 80907. Our phone number is 719-445-1904.

 

We are near the westside and UCCS, just west of the Colorado Springs Country Club. There is plenty of free, well-lit parking directly in front of our facility. Handicap parking is available.

 

How much does it cost?
The price is $30 per person. Join our mailing list and watch our website for occasional promotions and discounts. We accept Visa, MasterCard, PayPal, American Express, and Discover.

 

How do I book?
To reserve a game, you must use the online form under any of the “Book Now” buttons. If you have any difficulties or want to book a large group, please contact us.

 

What is your refund policy?
If you need to make a change to your booking, please contact us by email. Our policy is:

* 48 hours or more from reservation: full refund or reschedule.

* 24-48 hours from reservation: customers may choose (a) free rescheduling, one time, for a future date or (b) to receive a Voucher Code that may be used to rebook at any time in the future.

* Day of reservation: customer must contact 21 Keys with AT LEAST 2 HOURS NOTICE prior to the reservation and may choose (a) free rescheduling, one time, for a future date or (b) to receive a Voucher Code that may be used to rebook at any time in the future. There is no refund, no rescheduling for late/no-show participants.

 

Do you offer any discounts?
We offer Military and their immediate families a 10% discount at the time of online purchase. Please be prepared to show current ID on arrival. (use the "Military" dropdown when booking; cannot be combined with any other coupons)

To receive information on other discounts and promotions throughout the year, please join our mailing list.

 

Can we bring kids?
Yes! Our games are designed to be family-friendly, but please keep in mind, the puzzles are geared toward adults and young adults. To ensure a fun and safe experience for everyone, here are our guidelines:

Teens 16 and 17 must be accompanied by an adult who has signed the waiver, but the adult does not need to purchase a ticket or enter the room.

Anyone under 16 must be accompanied by a paying adult who has signed the waiver and will be present in the room at all times. As always, maximum room occupancy rules will apply.

Children 5 and under are free, however they DO count toward to total number of people in the room. Maximum room occupancy rules will apply. (Infants in a carrier are the exception and do NOT count toward the total number of people in the room.)

 

Do you host kids' birthday parties?
We are happy to celebrate with you, but we do not have a party room, nor a kids'-specific room. Please remember, teens 16 and 17 must be accompanied by an adult who has signed the waiver, but the adult does not need to purchase a ticket or enter the room. Anyone under 16 must be accompanied by a paying adult (over 18) who will be present in the room at all times. As always, maximum room occupancy rules will apply.

 

When should I arrive?
Please arrive at least 10 minutes ahead of your scheduled time to fill out the waiver and listen to our safety and game briefing. Your experience will start promptly at your scheduled time. DO NOT BE LATE! If you arrive late, your booking will not be refunded or rescheduled.

 

If I’m late, can I still play?
Sorry, but no. No refunds or rescheduling will be offered for late arrivals or no-shows. Please take traffic into account and map us out before so there aren’t any surprises.

 

Do you sell gift certificates?
Yes! Gift vouchers are available in $30, $60, $120, $240, and $300 increments. Simply click on "Gifts" in the menu bar to purchase a voucher that you can print or email to the recipient.

 

How do I redeem a gift voucher?
Please click on "Rooms" in the menu bar, then choose your escape adventure, date, and time. You'll enter your 6-digit voucher code during the 3rd step of checkout.

 

What should I bring?
Bring a sense of adventure, your friends, and a desire to challenge yourself! Also, you’ll be on your feet for an hour, so wear comfortable shoes.

 

Is there any paperwork I need to sign?
Yes, each participant will be asked to sign a waiver (Non-Disclosure, Accident Waiver, and Release of Liability) before entering the room. This releases 21 Keys Ltd and any of its partners or affiliates of any liability in case you are injured or harmed on our premises, and allows us to monitor your participation by video and audio. Minors will require the signature of an adult. You can read the waiver here, if you’d like.

 

Am I really locked in a room?
Sort of. We will lock you in a room for 60 minutes exactly, unless you escape sooner. But, don’t worry… you will always be able to get out on your own if needed. Every room is equipped with a lock release button or key and cameras in case of an emergency. Additionally, your game is being monitored (audio and video) by our staff to ensure your time is memorable and safe!

 

Can I bring anything into the room?
No. Cell phones, cameras, purses, jackets, etc must be left in secure lockers in the lobby. If you must keep your cell phone with you because you're "on call", that's ok, but please, no pictures or videos.

 

How hard is it to escape?
Each room has a different level of difficulty and it is possible that you won’t escape within the 60-minute time limit. But that’s ok, it’s all part of the game! If your team wants hints along the way, we are happy to help.

 

How much time will I spend at 21 Keys?
About 1.5 hours. We ask that you show up 10 minutes ahead of your scheduled time to fill out the waiver and listen to our safety and game briefing. Then, you will have exactly 60 minutes to escape the room. Afterward, there will be another 5-10 minutes to take pictures and discuss the room.

 

How many players do you need?
Any number of players from 1 to 10 can play, depending on the room. We recommend bigger teams for an exciting time and a greater chance of escape!

 

Will there be other people I don’t know playing with us?
No! Starting in March 2020, by popular request, we now offer private games at no additional charge. Simply pay for each person and the room is all yours! As always, maximum room occupancy rules still apply.

 

Why do some of your rooms allow a maximum of 5 people, but other rooms have a maximum of 10?
We’ve chosen the maximum number of participants based on the physical size of the room, the number of puzzles to be completed in the escape, and the fire/safety guidelines provided by our local fire department.

 

My group is larger than the maximum occupancy. Can I add them?
Unfortunately, due to fire and safety regulations, we cannot exceed a room’s maximum occupancy. But feel free to reserve multiple rooms or contact us to arrange for a special event!

 

Are there actors in the rooms and will they touch me?
No. There are no actors and no one will be touching you.

 

Is it scary?
No! We are focused on FUN for everyone! Some of our rooms may include elements of surprise or employ techniques to enhance the ambiance (such as music or specific lighting), but they are not intended to be frightening and will never be gory or gruesome. We do NOT use strobe lighting, loud noises, or actors.

 

Are there any physical limitations?
Escape rooms at 21 Keys are live-action experiences that require at least one member of the team to be able to read, listen, bend, duck, crawl, reach, etc. If you typically need reading glasses, you should bring them. Our facilities and game rooms are on the building’s first floor and are handicap-accessible, except Derailed and the Speakeasy. In Derailed, all members of the team must be able to use stairs during the escape game. In the Speakeasy, at least one member of the team must be able to crawl on their hands and knees during the escape game.

 

What are the hours?
Our exact hours are based on bookings and may be extended during holidays and school breaks. Please make your reservations online, as we are currently not accepting "walk-ins" due to the COVID-19 pandemic.

 

Do you post success rates?
No. We do not want anyone to feel unnecessarily pressured or discouraged. We want everyone to enjoy the game, and if you’re lucky enough to escape in 60 minutes, great! But if you don’t escape, we hope you will have had an amazing and memorable time anyway.

 

Are you filming me?
Each one of our escape rooms is equipped with cameras and your participation will be monitored to ensure an enjoyable and safe experience for all participants. Before you begin you will be asked to sign a waiver in order to be filmed. Video footage will be destroyed within 48 hours and never used publicly without your written consent.

 

Is it possible to book a time outside the posted schedule?
Sometimes, yes. Depending on availability, we may be able to book a special time slot for you. A minimum purchase will be required. Please contact us for more information!

 

I’ve already done one of your rooms. Can I do it again?
Yes! But please understand that you will not be eligible for our "Fastest 3" or "Clueless" leaderboards, as these are meant for first attempts only.

 

Did we answer all of your questions?
If not, please contact us!