The Thirteenth Hour Haunted House

Business reply on Google

We’re really sorry about this experience — that’s definitely not how we want anyone’s night to end. It sounds like you and your family had a great time overall, and we hope the 50+ other staff members you interacted with helped make it a memorable visit despite that one issue. The person in question was part of a workforce program we partner with to provide individuals with special needs meaningful job opportunities. While we always aim to create an inclusive environment, we also recognize the importance of guest experience and have addressed this situation directly with the agency.

Business reply on Google

Visiting a haunted house on a Saturday in late October and expecting a personal experience is unfortunately not a reality. Sounds like you had more than 1 star of fun? You visited us on a record breaking night for attendance. We always recommend visiting earlier in the month for a more intimate experience. We had over 60 actors tonight, one of which who throws themselves off a platform towards our guests as you mention + over 60 animations throughout the experience. A small team of individuals put their heart and soul into this place year round and we will continue to improve the experience.

Business reply on Google

Sorry that we didn't have you wait long, that we had much lower pricing than the other places mentioned, and that we had good esthetics? The scariest part of our evening was this grammer. Thanks for supporting our small business and sticking it to the cast and crew who work all year to make this experience the best it can be.

Business reply on Google

Hey there — we get it, parking on Saturdays in October can be hectic! That’s exactly why we run two shuttle buses every Friday and Saturday to make sure everyone can still get in safely. We’re also super upfront about it — info about limited parking and the shuttle lot is listed on the ticket page, checkout screen, and in every confirmation email. We hate to see reviews trying to knock a small business just for being busy — but being popular with guests isn’t the worst problem to have. For an easier experience, we always recommend visiting on Fridays or Sundays when things are more relaxed. We also offer a variety of ticket options if wait time is important to you including Fast Lane and Instant Access. — The Thirteenth Hour Team

Business reply on Google

We have variable pricing based on demand. We always offer pre-season discounts as well as 4 for $99 on Sundays! The average guest spends 30-35 minutes inside the haunted house, which puts us as one of the longest in the state for time actually in the experience.

Business reply on Google

Hi Ashley. As a previous actor a haunted house, we hope you understand that you visited on one of the busiest nights of a haunted houses season. To help avoid the three hour wait that we had on the previous weekend, we made some changes to reduce the overall wait times. This results in you having to wait a few times throughout you experience. The prop in question was checked immediately and was operating as expected, as it has for the previous half of our season without issue. We will further review the timing to ensure this does not happen again. We are sorry you had a less than 5 star experience. We did collect your information prior to you leaving so that we could follow up. We were not given the chance to do so before you left reviews across multiple platforms. We will still reach out as promised.

Business reply on Google

Hi Brooklin We started letting guests in at our posted time of 7:45 Unfortunately many people had the idea to visit a haunted attraction on a Saturday in October. We encourage our guests to visit on any other day but Saturday and offer reduced pricing to encourage this. On Friday our longest wait was under one hour. We hope you were able to enjoy the attractions.

Business reply on Google

Hi there, did you speak to anyone on the way out about your experience? Since we had staff at the exit all night and were not given the opportunity to address anything you mention here, I wanted to clear up a few things for you and others who may read this. Due to requirements put in place by the Marion County Health Department, we are restricted to the amount of people we can allow to enter; this means a longer wait for everyone. There were other attractions across Indianapolis with even longer wait times on the same night. Friday and Sunday's are the shortest wait times and we actively tell our guests this; prior to the night you choose to visit (Saturday) we were able to keep our wait time under 30 minutes. We stopped selling our fast lane tickets shortly after opening on the date you visited to address the wait and also sold out of general admission tickets later in the evening. We had sold50% of each 30 minute time slot for those who wish to purchase a fast lane ticket. This ticket is sold online in advance at a significantly reduced price and everyone has the ability to purchase these tickets. Based on the wait times we had last night (averaging 2 hours), we already made the

Business reply on Google

Sorry to hear you didn't enjoy your time with us. We had a power issue that delayed our opening and wanted to ensure the show could be experienced in it's entirety, which you apparently didn't like anyway! Fortunately most people that visit us love their experience, praise us for the quality and quantity of our actors (20 is quite a bit off), but we obviously can't please everyone. Did you talk to anyone on the way out? We find that it's much more productive and insightful to help our guests in person. As a small, locally owned business, we try to talk to every group as they exit to get feedback, and did not receive this type of feedback throughout the night. Feel free to message us at [email protected] as we would be interested in actually talking to you and figuring out why your expectations were so far off from what you experienced rather than from behind a screen!

Business reply on Google

We are an outdoor haunted attraction and make that very clear on our website: "The Thirteenth Hour is an immersive, no-touch outdoor haunted attraction". If a few is > 400 wall panels, sure. Not sure what "alleys" you have been in that cover over 12,000 sq ft. We vary our pricing based on the time of month starting as low as $15. You chose to visit on the busiest night of the season where the pricing was $22 (still $3 less than most other downtown area haunts). The time in the attraction (yes we timed several groups tonight) was 18+ minutes (again very similar to other area haunts). In the future, we suggest you talk to the staff at a business if you have a poor experience so they can try to fix it, versus your trend of leaving unproductive 1 star reviews.

Business reply on Google

We have no battery operated props. We have no control over reviews, people have a good time here and share that experience. We can't try to understand our issue or make things right if you leave without talking to the staff members talking with each group as they exit.

Business reply on Google

We are sorry you didn't enjoy your time. All haunted houses are required to have emergency exits, one which had blow open due to wind. We have spoken to each group that has exited tonight and have received no feedback that would have warranted a 1 star review. Thank you for supporting our attraction and we hope you will try us out again in the future.

Business reply on Google

Hello there. Did you speak to anyone when you exited? The average time in the attraction was 18 minutes inside the Haunts, we had over 30 actors inside, and received positive feedback throughout the night. Please reach out at [email protected] so we can understand more details about your visit.

Business reply on Google

Hi Karen. Our opening night is listed as September 23rd, 2017 which is Saturday. We were not open on Friday per our website calendar. Sorry for any confusion.