While the 13th Floor’s size and largess makes its production excel, those same factors seemed to be a double-edged sword with respect to customer service. Though we did not encounter any difficulties with its polished marketing, smooth e-ticketing, and easily navigable website, there was a certain level of cool professionalism about the place that left something to be desired. To begin with, the 13th Floor is in an older part of Denver, in the Sawnsea neighborhood, which is not personally unfamiliar, but we still struggled some to find the location. The fact that this was an off-season event might factor…
Read More…While the 13th Floor’s size and largess makes its production excel, those same factors seemed to be a double-edged sword with respect to customer service. Though we did not encounter any difficulties with its polished marketing, smooth e-ticketing, and easily navigable website, there was a certain level of cool professionalism about the place that left something to be desired. To begin with, the 13th Floor is in an older part of Denver, in the Sawnsea neighborhood, which is not personally unfamiliar, but we still struggled some to find the location. The fact that this was an off-season event might factor into the lack of signage, spotlights or other means of highlighting which of the particular similar-looking large factories in the row housed the haunt, but it was not obvious until we were practically on top of the place. There was a good amount of street parking near the surrounding warehouses, which filled in quickly, but we did not discover the free parking lot (nearer the entrance) until after we had already squeezed in Austin-Powers-in-a-golf-cart-style. Upon entering the gate, which was also not clearly marked, we were greeted by a single line leading to the dude with the metal detector wand, but not much else.
The e-queue system worked reasonably well, though we did get a text to go to the front of the line before the gates had even opened only to be turned back by the wand dude. It wasn’t a long wait, and once we were wanded by the aforesaid dude, we were off to the races… that is, at least, until it was time to enter the haunt itself. The fast pass folks needed the QR code from the e-queue text and the entry folks needed the QR codes from our e-tickets, all of which were on the one device. Between our fumbling between app screens and the inevitable technological kinks that always arise, the situation generally seemed a tad tenuous. In the end, the people we encountered were all very friendly and helpful, but the customer service systems seemed a bit lacking.
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