FAQs

FAQs

Frequently Asked Questions and Answers
Covid-19 Measures
The latest government guidelines say that as of Monday 14th September 2020, social gatherings of more than six are banned - what does this mean for visiting the Maze?

Well, that’s where we have some good news for you.

The nature of the Crystal Maze LIVE Experience means that we always have small groups, and we are not mixing any teams, so we remain a great place to come with your teams. The only change as a result of this announcement; any team above six people will have to be from the same household/support bubble. Teams below six can still be from up to two households/support bubbles.

I still have a booking from when everything was closed, how can I rebook?

If you are looking to rebook a cancelled show you can call the Guest Services team on 0161 791 0727 or email them at [email protected] please include/have your booking reference to hand.

Will there be people on my team who I do not know / are not part of my social bubble?

Whilst socially distanced shows are running, visitors will only play with the people they have booked with. The minimum booking number will be for 4 people and there will be no mixed teams, so you will only be with the people in your social bubble that you have booked with, in line with government guidelines.

 

What if I think I have Covid-19?

If you or a member of the group are presenting with Covid-19 symptoms please do not come to the venue, contact our guest services team to rebook your experience for a future date.

What if someone in my group is classed as ‘Vulnerable’?

If a member of your group is classed as Vulnerable, please do not come to the venue, contact our guest services team to rebook your experience for a future date.

How will you operate with Covid-19 regulations in place?

As The Crystal Maze LIVE Experience is already played as a single team it has been easy for us to make adaptations to the show without compromising on the experience. We have reviewed and revised our operating procedures and you will notice a number of differences throughout the experience. This is including, but not limited to the following. Guests will be asked to sanitise their hands and encouraged to put on a face covering before entering The Maze and additional sanitising opportunities will be in place throughout The Experience. Once inside The Maze itself you will not come into contact with another playing team. The number of staff you will come into contact with during your visit will be kept to an absolute minimum and all staff will observe social distancing guidelines. Shows will now run every 15 minutes allowing extra time for all games to be sanitised before being played by another group.

Will it be business as usual?

Yes, as much as can be. We have added a number of safety measures which you will notice, however the Experience will be as fun as ever!

How are you keeping your employees safe?

We have put a large number of procedures in place to ensure the safety of our staff. Staff who can work from home will continue to work from home. Rotas and scheduling will be changed to ensure minimal cross over and contact between staff. Staff and guests will be issued with PPE wherever needed, will perform regular hand sanitation/washing and equipment, touchpoints, and props will be cleaned regularly throughout operations. Staff who are unwell or exhibiting symptoms of Covid-19 will not be allowed to enter the venue.

Why is it that you are reopening when you’re a non-essential business?

Government guidelines state that as of 4th July hospitality and leisure venues can begin to re-open. The design of The Crystal Maze LIVE Experience has allowed us to put into place a large number of precautions to create a safe environment where groups who know each other can come to have fun. The safety of our guests and staff has always been our number one priority and this will continue to be the case post Covid-19.

Can I still go to the Crystal Dome?

Yes, our gold tokens are replaced regularly and all guests will be asked to sanitise their hands and wear gloves before entering The Dome. Between games surfaces inside the Dome will also be cleaned.

Will you be cleaning the rooms as people go around?

Yes, we have reduced the number of shows per hour to allow for a dedicated member of staff to clean all game surfaces and props between shows.

I have a VIP ticket, if the bar is closed, will I still get drinks and food?

If the Bar and/or Kitchen is closed a member of staff will provide you with contact details to arrange a refund for the part of your experience that you were unable to receive.

General Information
What Is The Crystal Maze?

The Crystal Maze is a TV game show, originally broadcast in the 1990s on Channel 4 in the UK. The show now airs on Channel 4 in the UK and Nickelodeon in the US. Originally hosted by Richard O’Brien, teams of players explore 4 themed Zones, collecting crystals by completing 1 player,2-3 minute, physical, skill, mental or mystery games. Each crystal won gives you 5 seconds of time in The Crystal Dome where the entire team would collect tokens to determine their final score.

What is The Crystal Maze LIVE Experience?

The Crystal Maze LIVE Experience is a live, immersive attraction based on the original TV Show. The attraction follows the same premise of the show across 75 minutes of unadulterated fun and games. The LIVE Experience is NOT recorded for television broadcast.

Will Richard O’Brien, Ed Tudor-Pole or Richard Ayoade be there?

All the TV Maze Masters have either moved onto other projects or are busy filming the TV series. We have a team of all new Maze Masters, all just as zany, to guide you on your journey through The Crystal Maze.

I Haven’t Bought My Tickets Yet
How much does a ticket cost?

Current prices range from £54.99 to £74.99 per person when you book online, depending on the date and time of day you book for. Prices are subject to change based on availability, so we advise to book early for the best price.

How long is the experience?

The Crystal Maze LIVE Experiences takes approximately 75 minutes to complete. We do ask all guests to arrive 30 minutes prior to their ticket time to ensure entry, so expect to be with us for just under 2 hours.

How do I book a ticket for The Crystal Maze LIVE Experience London?

Tickets can be purchased via the following link: <link>

Alternatively contact our guest services team on 0161 791 0727.

How much does corporate or private hire cost?

We offer a range of bespoke private hire and corporate packages. <link>

Contact our events team via email at [email protected] or call on 0161 791 0727

Can I change or cancel my booking?

Once purchased all tickets are non-refundable and cannot be transferred to another date.

Where is The Crystal Maze LIVE Experience London located?

We have 2 Mazes in the UK: one in London, and one in Manchester.

The London Maze is at 22–32 Shaftesbury Ave, London W1D 7EU – a short walk from Piccadilly Circus Tube station in the heart of London. 

Full details, address, maps and more can be found on our website.

Is there an age limit?

The Crystal Maze LIVE Experience is open to anyone aged 13 and over who are 1.2 metres or taller. If you are under 18, you will need a playing and full paying adult on your team!

Are there any weight/height restrictions?

You need to be at least 1.2 metres tall to play but there aren’t any weight restrictions to enter The Maze. A small number of challenges within The Maze may have individual weight/height restrictions.

I am pregnant, can I play?

Unfortunately, we are unable to admit entry to anyone who is pregnant.

How fit and active do I need to be to play?

The Crystal Maze LIVE Experience is a physical activity, if you can stay standing for the 75 minute  duration and are able to walk up and down several flights of stairs at a normal pace, you should be fine to take part. You will be asked to sign a waiver stating that you understand participation is at your own risk.

If you have mobility issues or think you may need extra help, get in touch – via email at [email protected] or call our Guest Services team on 0161 791 0727.

I have an injury – Can I still take part?

It may still be possible to play with certain injuries, please contact us at [email protected] or call 0161 791 0727 for further information.

I have a disability or access needs – Can I still take part?

The Crystal Maze LIVE Experience London is not currently wheelchair accessible. We can accommodate most access needs but we may need to make adjustments to shows in order to do so. If you have access needs please contact [email protected] or call 0161 791 0727 to discuss before making a booking.

I have less than 8 players in my team!

The Experience is designed to be played in teams of up to 8, if you book for less than 8 people you may be joined by other players to make up your numbers.

I have more than 8 people who wish to book for The Crystal Maze LIVE Experience London!

The Crystal Maze LIVE Experience London welcomes teams of up to eight people, larger groups will need to split across multiple teams. Please note that teams with less than 8 people may be joined by other players.

When will new tickets be released?

We continue to release new tickets throughout the year. Sign up to our mailing list to be the first to know.

When is The Crystal Maze LIVE Experience London open?

We’re open all week on most days throughout the year. Please check our booking calendar for the most up to date openings.

Can we bring people to watch?

Unfortunately, there are no opportunities for spectators at The Crystal Maze LIVE Experience. Those who do not wish to take part are welcome to wait in The Wildcat Bar whilst the experience takes place.

I Have My Tickets Already
Can I change or cancel my booking?

Once purchased all tickets are non-refundable and cannot be transferred to another date.

Do you offer on-site parking at The Crystal Maze LIVE Experience London?

As a Central London attraction we do not have our own car parking facilities but we have partnered with Q-Park to bring you this special deal <Link to Q-Park parking offer>

I am pregnant, can I play?

Unfortunately, we are unable to admit entry to anyone who is pregnant.

I have an injury – Can I still take part?

It may still be possible to play with certain injuries, please contact us at [email protected] or call 0161 791 0727 for further information.

How long is the experience?

The Crystal Maze LIVE Experiences takes approximately 75 minutes to complete. We do ask all guests to arrive 30 minutes prior to their ticket time to ensure entry, so expect to be with us for just under 2 hours.

Can we bring people to watch?

Unfortunately, there are no opportunities for spectators at The Crystal Maze LIVE Experience. Those who do not wish to take part are welcome to wait in The Wildcat Bar whilst the experience takes place.

Do you have food and drinks onsite?

The Crystal Maze LIVE Experience is home to The Wildcat Bar where we serve a variety of freshly prepared food and drinks. We offer a number of tasty upgrade options when purchasing your tickets to make more of your day.

Please note, guests should not consume alcohol prior to the experience.

What should I wear to play?

The Crystal Maze LIVE Experience is a physical activity and we’d advise to wear clothes you are comfortable being active in. It can get warm inside The Maze, so dressing lightly is recommended. Our only restrictions are open toed and heeled shoes. 

Fancy dress is permitted but please remember we are a family attraction and you may be asked to remove items deemed inappropriate.

Complimentary lockers are provided to store your belongings.

Do I need to print my tickets or can I show them on my phone?

We accept printed tickets or are able to scan from a phone screen, provided the screen is clear and not damaged.

What time do we need to arrive?

Please arrive at least 30 minutes prior to your ticket time to guarantee entry. Whilst we will make every effort to accommodate you, we cannot guarantee entry for latecomers.

I can’t find my booking confirmation.

Please check the spam/junk folders of your email account. If you cannot find your confirmation or tickets, please contact our Guest Services team via [email protected] or on 0161 791 0727.

On The Day
How long is the experience?

The Crystal Maze LIVE Experiences takes approximately 75 minutes to complete. We do ask all guests to arrive 30 minutes prior to their ticket time to ensure entry, so expect to be with us for just under 2 hours.

I am pregnant, can I play?

Unfortunately, we are unable to admit entry to anyone who is pregnant.

What time do we need to arrive?

Please arrive at least 30 minutes prior to your ticket time to guarantee entry. Whilst we make every effort to accommodate you, we cannot guarantee entry for latecomers.

Can we bring people to watch?

Unfortunately, there are no opportunities for spectators at The Crystal Maze LIVE Experience. Those who do not wish to take part are welcome to wait in The Wildcat Bar whilst the experience takes place.

Can we drink alcohol before playing?

We cannot allow entry to anyone suspected of consuming alcohol or illegal substances prior to the experience. Be responsible, be sensible, and save the celebrations until after the experience.

How do we get to The Crystal Maze LIVE Experience London?

Car – we’re on Shaftesbury Ave, London W1D 7EU. There are some car parks nearby. 

Tube – the nearest station is Piccadilly Circus. 

Bus – Routes 14, 19 and 38 routes stop just outside The Maze. Please check the TFL website for further details.

What should I wear to play?

The Crystal Maze LIVE Experience is a physical activity and we’d advise to wear clothes you are comfortable being active in. It can get warm inside The Maze, so dressing lightly is recommended. Our only restrictions are open toed and heeled shoes. 

Fancy dress is permitted but please remember we are a family attraction and you may be asked to remove items deemed inappropriate.

Complimentary lockers are provided to store your belongings.

Do you offer on-site parking at The Crystal Maze LIVE Experience London?

As a Central London attraction we do not have our own car parking facilities but we have partnered with Q-Park to bring you this special deal <Link to Q-Park parking offer>

I’m running late, what do I do?

As we ask guests to arrive 30 minutes prior to their ticket time we have a small window for any latecomers.

If you think you’ll be more than 30 minutes late, call us on 0161 791 0727.

Whilst we will make every effort to accommodate you, we cannot guarantee entry for latecomers.

I’m struggling to get to the Maze due to bad weather!

As an indoor attraction we run no matter the weather and cannot offer refunds or rebookings.

If we ever have to cancel a show because of severe weather, we’ll announce it on our social media feeds and do all we can to contact everybody who’s booked.

If the the police or government have advised not to travel, then please contact us to discuss your situation via [email protected].

Filming and Photography – Can we film and photograph the show? Do you take pictures or film any part of the experience?

Photography and recording equipment are strictly prohibited inside The Maze. Guests will be asked to store any such equipment in lockers provided before starting the experience.  We do take some photos for you as you travel through our Zones, and these are for sale in our shop at the end of your journey.

We do not film any portion of the show for broadcast and if you do not wish to be photographed, please let our Front of House team know.

Is there anywhere for us to store our belongings?

Lockers are provided free of charge to store your belongings and valuables. We do not have storage facilities for larger items such as travel cases and suitcases. Items are stored at your own risk and wee take no responsibility for lost or damaged items left in lockers.

Restrictions and Limitations
Is there an age limit?

The Crystal Maze LIVE Experience is open to anyone aged 13 and over who are 1.2 metres or taller. If you are under 18, you will need a playing and full paying adult on your team!

Are there any weight/height restrictions?

You need to be at least 1.2 metres tall to play but there aren’t any weight restrictions to enter The Maze. A small number of challenges within The Maze may have individual weight/height restrictions.

I am pregnant, can I play?

Unfortunately, we are unable to admit entry to anyone who is pregnant.

How fit and active do I need to be to play?

The Crystal Maze LIVE Experience is a physical activity, if you can stay standing for the 75 minute  duration and are able to walk up and down several flights of stairs at a normal pace, you should be fine to take part. You will be asked to sign a waiver stating that you understand participation is at your own risk.

If you have mobility issues or think you may need extra help, get in touch – via email at [email protected] or call our Guest Services team on 0161 791 0727.

I have an injury – Can I still take part?

It may still be possible to play with certain injuries, please contact us at [email protected] or call 0161 791 0727 for further information.

I have a disability or access needs – Can I still take part?

The Crystal Maze LIVE Experience London is not currently wheelchair accessible. We can accommodate most access needs but we may need to make adjustments to shows in order to do so. If you have access needs please contact g[email protected] or call 0161 791 0727 to discuss before making a booking.

Can we drink alcohol before playing?

We cannot allow entry to anyone suspected of consuming alcohol or illegal substances prior to the experience. Be responsible, be sensible, and save the celebrations until after the experience.

What should I wear to play?

The Crystal Maze LIVE Experience is a physical activity and we’d advise to wear clothes you are comfortable being active in. It can get warm inside The Maze, so dressing lightly is recommended. Our only restrictions are open toed and heeled shoes. 

Fancy dress is permitted but please remember we are a family attraction and you may be asked to remove items deemed inappropriate.

Complimentary lockers are provided to store your belongings.