FREQUENTLY ASKED QUESTIONS

Where are you located?


OAHU Pearlridge Center 98-1005 Moanalua Rd Aiea, HI 96701 Wai Makai (formerly known as uptown), second floor between Claires and Pandora.




How do I fill out a wavier form?


All waiver forms will be filled out on location. Keep in mind the following:

  • Each adult will need to fill out a waiver
  • 17 years old and younger must have an adult sign
  • One adult may sign for the entire group of minors
Adults or guradians of minors may fill out a form online by clicking HERE or in-store prior to entering any escape room.




What is Hawaii Escape Challenge?


Hawaii Escape Challenge is a real-life escape room. Escape rooms are a fun new entertainment concept. It is a physical adventure game in which your group is placed into a room and must use elements within that room to solve a series of puzzles, find clues, and work as a team to escape within time allotted. While the goal may seem simple, the game is quite challenging.




Are we doing the escape with other participants?


All our escape room challenges are private! You will never be paired up with strangers. Please note: If you would like to add additional participants beyond the suggested maximum, simply book the maximum then pay for any additional upon arrival.




How do I book an escape?


You may book your escape challenge simply by clicking the BOOK NOW button. You will have 10 minutes to complete your reservation before your session will time out.

  • Payment is required to book a challenge online.
  • All major credit cards are accepted.
Tip: We recommend booking the minimum and paying for any additional upon arrival.




Can we return to play the same escape challenge for a discount?


Yes you may return to play the same escape theme again immediately following your session for a 50% discount (Not applicable during Holidays as well as select months).

  • All leaderboard scores, discounts and special promotions will not apply to groups with any return players.
  • 50% return based on availability.




Do you offer discounts?


Military discount. Please select military option when checking out. (Each participant must provide a military ID in order to receive discount). Group rate: every 10th person is free! Simply do not pay for the 10th person and bring them with you to your reservation and they will enter at no charge. Please keep in mind

  • Only one discount per booking.
  • You may also find promotions via our social media (When available).
  • OUR STAFF WILL NOT BE RESPONSIBLE TO OFFER DISCOUNTS/CODES.
  • We WILL NOT process a refund for discounts asked after a booking or payment has been made.




What is the age limit?


We recommend our escape challenges for ages 9 years and older.

  • 5-8 years old may enter the challenges. Payment is required.
  • 4 years old and under not allowed in the escape challenge without emailing a manger to discuss.
  • 9 years old and under must have an adult on the mall premises.




Refund Policy/Change in reservation


NO CANCELATION/CHANGES within 24 hours of your scheduled reservation. ABSOLUTELY NO EXCEPTIONS. You may reference your CONFIRMATION EMAIL for the following information:

  • CANCELATION
  • CHANGE in DATE and/or TIME
You may EMAIL us for changes in LOWERING your participant count. You may CALL us for changes to your theme or increase your participant count. Please note: We are not responsible for errors in dates, times or quantity of participants. Please be 200% sure before booking.




After Mall Hours Reservation?


If you made a reservation during after mall hours you will need to be escorted into the mall. After hours include: Friday & Saturday 9pm or later. Sunday 6pm or later Please arrive with your ENTIRE party to the designated pick up locaiton (15 minutes before your scheduled reservation) then call us so we may come and get you. Instructions may be posted at the pick up locations. IMPORTANT- 1. DO NOT ENTER THE Mall without Hawaii Escape Challenge staff member(s). 2. Restrooms WILL NOT be available during after mall hours. Please plan accordingly. Pick up-Pearlridge Mall location: Top floor parking lot between Macy’s and Kaiser.




I don't want to pay for the entire group. How do we split payments?


You may use the "split payment" function located on the payment page. Once the booking is completed, you will recive two emails. The first email will be a booking confirmation and the second email will have the split payment feature, which you can now forward to whomever you wish to split your payment with. Keep in mind the following:

  • The person that made the reservation is the "Organizer"
  • All payments must be made 6 hours prior to the booking or the organizer will be automatically charged the remaining balance. If the balance isn't collected 6 hours prior to the booking time then we will try to contact you to take payment over the phone or we may have the option to cancel your booking without any notice. Please be sure that your card has sufficient funds before using the split payment feature.




Will you walk us through the challenge if we don't escape in time?


Unfortunatley due to time constraints we do not walk groups through the challenge if they did not complete it within the alloted 60 minutes. We also find that groups like to return to complete the challenge! We offer a 50% discount to try the same challenge immediately following your booked session if there is availability.




COVID-19 SAFETY PROCEDURES


CLEANING ...................All games and common areas will be sanitized between each group. MASK ...................Masks must be worn at all times while at Hawaii Escape Challenge facility. GLOVES ...................Gloves will not be required although if you choose to bring gloves you may. PRIVATE ...................All the games at Hawaii Escape Challenge have always been and will always be private. Sanitizer ...................Saniitzer will be available for use at our facility. CHANGES WITH THE FACILITY 1. We will be closing select challenges to allow extra space and adhere to the social distancing guidelines. 2. We will no longer be taking pictures of groups and all picture props have been removed. 3. Groups will need to call before entering into the facility to control group interactions. (808) 379-0952 4. Select items and props that are not important to the escape challenge have been removed from select rooms. This will not affect the game in anyway and allow us to clean more effectively and efficiently.




Can we bring our Cell Phones (Smart devices) or Recording devices into the challenge?


All smart phone/recording devices must be stored into our storge bins or cubby holes immediately upon entering the challenge. If you do not store your smart device/cameras then you will not enter.