I've been to a couple now - with a whole herd of family. They are great fun. The one's we've been to have had much more time to solve the puzzle though. I suppose because it accommodates a larger group and might be more complex?? The employee will take you in the room, give you the back story and a hint to 2. There are cameras in the rooms. If you seem to be getting stuck, they will get clues to you - paper under the door - or some other fashion.
Some clues are very obvious and others not so much. When we've gone with the large groups, the ages ranged from 12 to 85 and wheelchair bound. Everyone able to participate.
See if you can find some sort of coupon - my brother was able to get a 'groupon' because they can be quite expensive.