Questions? Read on for our most commonly asked questions on buying tickets and what you need to know on the day of your experience below. Not what you're looking for? Send an email to and we'll do our best to help.


Before you play | On the day

The low down: how does the game work?

Sherlock: The Official Live Game is an immersive experience like no other. Arrive 15 minutes before your time slot and journey through environments inspired by the hit show and designed especially for the escape room format.


The experience lasts approximately 100 minutes - and we can book teams of 2 or more people across 3-5 rooms simultaneously. So, what are you waiting for? Assemble your dream team and go on an adventure you won't forget.

Who is it for?

Anybody (over the age of ten) can play – families, friends and fans alike, although young people under the age of 15 will need to be accompanied by an adult. 

Unfortunately, we cannot allow babies in prams or slings for health and safety reasons. 


You do not have to have watched the original Sherlock TV series to come and have an amazing time!

Can I book for larger groups?

Looking to make a booking for 18 or more people? Please see our large bookings page here and send an email to for more information on our bespoke group packages.

Can I book for less than four people?

Sherlock: The Official Live Game is an immersive experience for 4-6 players. If you wish to play the game exclusively you have to book for at least 4 players.


However, if you have less than four people you can purchase tickets for A Shared Experience but please note that you may be grouped up with other players.

Players looking to meet other people to form a team should join our Facebook group Sherlock: The Game Is Now - Find a Team.

What is a Shared Experience?

Sherlock: The Official Live Game is an immersive escape game for teams of 4 to 6 people.


A Shared Experiences allow you to purchase tickets for smaller groups of two or three people where you may be teamed up with other small groups to form a full team.


This is great if your team is made up of less than 4 people and you are happy to play Sherlock: The Official Live Game with other people.


Players looking to meet other people to form a team with should join our private Facebook group Sherlock: The Game Is Now - Find a Team.

Can I add extra players at a later date?

As long as we have availability, you can add extra players to your team by emailing with your booking details and what type of ticket you want to add (e.g. Adult, Child or Concession) and our customer service team will send you a payment link to book in your extra player. 

How much is it?

Pricing starts at £28 for children and £35 for adults at off-peak times - all day Tuesdays to Thursdays, Friday until 6pm - and £30 for children and £40 for adults at peak times - Friday after 6pm and all day Saturday and Sunday.


Concession rates are £30 per person (off-peak) or £35 (peak) and are available for;
- Students
- Seniors (60+)

- Visitors with accessibility requirements
- Armed Forces

- Emergency Services
- NHS staff (see Vogo or NHS Discount Offers for a full list of NHS discounts)

Please bring a relevant ID if you are booking a concession ticket.


For a full list of our booking options, check out our tickets page here.



Will I be playing with anyone else?

Sherlock: The Official Live Game is designed for 4-6 players. While it is completely possible to play with just 2 people, however, please be aware that you may be grouped with up to 4 other people on the day. 


If you would like to guarantee you aren't joined by any other groups, please book 4 or more tickets.


Please note: Unfortunately you cannot participate in the game alone.

Is there an age limit?

Due to the complexity of the challenge, the game is open to children over the age of 10 with adult supervision and 15+ without supervision.


Players between the age of 15 and 17 will need an adult to sign a waiver on their behalf before playing the game.

What does a family ticket involve?

Family tickets can be purchased for families of 4 or more players.


Groups must include either 1 adult and 3-5 children (aged 10 to 17) or 2 adults and 2-4 children (aged 10 to 17).

Family Tickets are available all day Tuesday to Thursday and until 6pm on Fridays and Sundays.

Is the game accessible for everybody?

Sherlock: The Game is Now aims to be accessible to all, however due to the nature of the experience please call or email before you book to ensure we will be able to accommodate your specific requirements.

What safety precautions do you have in place?

The safety and security of our customers and staff is absolutely paramount and so we have done everything possible to ensure our venue meets all possible health and safety guidelines.


General venue - the venue is fitted according to all the latest building and fire safety regulations, using safe materials, and equipped with fire monitoring, alarm and emergency lighting system, and sprinkler system. All electrical equipment is tested and safe to use.


Fire monitoring and alarm system – the venue is fitted with heat and smoke detectors, alarm sounders and sprinklers in all areas, including all game rooms (and emergency call points spread across the venue according to regulations). The system is maintained regularly and tested weekly.


Emergency routes - all fire doors and routes, as well as portable fire extinguishers, are clearly signposted. In case of power failure, emergency lighting system will keep ambient lighting on across the venue, including all game rooms.


Staff training – our venue team is briefed on emergency procedures, and will assist customers in case of evacuation or other emergency.


If you have any concerns about any safety aspects of the experience, please don’t hesitate to email us at

Will I be actually “locked in” a room?

Doors will automatically shut behind you but if you need to exit for any reason, we will of course let you out. Our game rooms are equipped with automatic doors that lock while in game state but automatically open in case of an emergency and can be easily pushed open in case of major power failure.

Do I have to be able to speak English?

Sherlock: The Official Live Game requires a basic level of English comprehension, you do not need to be fluent, but you must be able to read and speak English to a good standard. If you have any questions then email 

I'm pregnant! Can I play?

Firstly, congratulations! Naturally, you play at your own risk, but there is nothing in the experience that should cause concern. Please keep in mind there are a number of instances where you will not have anywhere to sit down as well as some periods with low lighting, so please do tread carefully.


Any further questions or concerns please get in touch with us directly on

Drunk and disorderly policy

Due to the nature of Sherlock: The Official Live Game’s design and staffing, we are not able to facilitate intoxicated visitors. If you are visibly inebriated, you will be refused entry or your experience curtailed. In a similar fashion, if you are disruptive, unruly or present a threat to our environments or staff we will be forced to terminate your adventure. 

Can I get a refund?

Sherlock: The Official Live Game is a ticketed, live event. Once a booking is confirmed, refunds are not possible.

Sherlock Experience guarantee:

Flexible rescheduling changes up to 24 hours before your booked experience - If you or anyone in your group is experiencing COVID-19 symptoms, we will work directly with you to reschedule your game for any period up to 12 weeks from your initial date. * Terms and conditions apply.

There are no rebooking fees apply for reschedules under the above clause. 

We also recognise that the new government restrictions are making it harder for you to plan your attendance at The Game is Now.

We are happy to confirm that if you need to reschedule your game due to local government restrictions, then we will happily reschedule your experience free of charge, or issue you with a gift card valid for up to 24 months.

Unfortunately, due to staffing requirements and the last minute nature of these restrictions, full cancellations are not permitted and will be charged a 100% cancellation fee.

In addition, latecomers will not get a refund or reschedule: much like a theatre show, the show continues with or without you.

Where is it?

Our Network Headquarters can be found hidden in plain sight on the ground floor of the West 12 Shopping Centre in Shepherds Bush, W12 8PP. Join us at Doyle's Opticians where your training mission will begin. 


Any problems finding us on the day, please call +44 (0) 20 8130 0021 for assistance. 


Network Headquarters, Sherlock The Game Is Now

What if I'm late?

Unfortunately, our timing is very precise. Just like a train or a plane, if you miss your timeslot, your experience proceeds without you - and you will not get a refund.

If you are running late, please give us a call on +44 (0) 20 8130 0021 to let us know.

What should I wear?

Dress comfortably as befitting an active investigator. Unfortunately, this means high heels are not permitted. For your own safety, please wear flat shoes or you won't be allowed to play.

Will there be somewhere to leave my belongings?

You will be able to safely leave coats and bags in locked trunks throughout the game. Unfortunately we do not have the facilities to secure large luggage or suitcases. For nearby storage options there is a cloakroom in the Westfield Shopping Centre across the road. Click here for more information.

Is there parking nearby?

There is 24-hour parking in the W12 Centre car park at a cost of £3 per hour or additional car parking at the Westfield Shopping Centre a short walk away. When buying a car park ticket please book for at least 2 hours to make sure it covers the duration of the experience.


There is also limited on-street parking nearby, please check signage to see restrictions.