Frequently Asked Questions
Q. Can I buy tickets on site?
A. Yes, as long as tickets aren’t sold out. There is a limited capacity for each half hour time slot.
Q. Do we need to print our tickets?
A. Yes, please print your tickets prior to arrival! BE SURE TO PRINT/BRING YOUR RECEIPT TO SHOW PROOF OF MERCY PENDANT PURCHASES! If you’ve purchased a mercy pendant, please check in at the Box Office before getting in line.
Q. How many people go through at a time?
A. We will split you into groups of 6-8 people. Max group size is 8 people. If you are less than 4, you may be paired up with another small group.
Q. How long is the wait in line?
A. We use timed ticketing to minimize the wait in line. Wait time will vary depending on the night of the week. The lines become longer if you are visiting closer to Halloween. Please do not arrive before the time printed on your ticket. This will only extend your wait time. You may also purchase a VIP Speed Pass ticket which allows you to bypass the normal entrance line and go to the special fast lane entrance line.
Q. Is there a safe word?
A. You will not be forced to do anything you do not want to do. The Haunt will be scary and intense but is also designed to be fun. Remember, you can always scream the safe word “Mercy” to either have the actor back off, leave the room, bypass a room and rejoin your group at the next room, or leave the haunt entirely. Please note, there are 3 rooms you may not “mercy out” of once you have entered. Look for warning signs and listen to the actors.
Q. How old do you have to be?
A. Due to the nature and intense environments of our attraction, The 17th Door is recommended for adults and teens ages 16+. All minors (under 18) must have a parent or legal guardian sign their waivers on site. This show is not suitable for children.
Q. Is The 17th Door handicap accessible?
A. Yes. Access to our maze is handicap accessible. There are a couple obstacles that may have to be by-passed inside the maze. Our event staff will be present to help assist you with these obstacles.
Q. How long will it take to go through the haunted house with the "VIP Backstage Tour" add-on?
A. The 17th Door is a timed haunt experience. It will take approximately 35 minutes from start to finish. This makes it one of the longest haunts in California. The exclusive “Behind the Scenes Tour” add-on is an additional 30 minute experience! You should prepare yourself for a full hour of mind-blowing fun and eye-opening experiences!
Q. What if I'm unable to attend after purchasing a ticket?
A. There are NO REFUNDS, however, as long as your event date hasn’t passed, you may exchange your tickets for a future date. Click the link in your email confirmation to exchange your tickets.
Q. Should we be concerned if we have any health conditions including pregnancy?
A. We do not recommend pregnant women go through the haunted house. We suggest you speak with your OBGYN/phsycian to discuss the situation. No toddlers or infants will be allowed entry. This attraction is not recommended for visitors who have back problems, heart conditions, are prone to seizures or are in general poor health. We reserve the right to determine if you are not allowed for safety reasons.
Q. Will we need to sign a waiver?
A. Yes, as a condition of entry to The 17th Door, ALL participants will be required to sign a Waiver/Release. Anyone under the age of 18 must have a parent or legal guardian sign their waiver on site. You may be exposed to OR you may come in contact with: *electrical shock *insects *water *water inhalation *claustrophobia *touching from our staff *strobe lighting *fog *dizziness *moving floors *suffocation *physical restraints *moving vehicles *projectiles *loud noises *trigger warning for themes: rape, abuse, PTSD.
Q. Will the actors or anything else touch us?
A. Yes, the actors may grab you (but they won’t intentionally hurt you) and some things may fall on top of you. You may also get very wet. You may need to hold your breath.
Q. Will we have to eat anything disgusting?
A. You will not be forced to eat anything nor will you be forced to do anything you do not want to do. The Haunt will be scary and intense but is also designed to be fun. Remember, you can always scream the safe word, “Mercy”! Please note, there are 3 rooms that you will not be able to “mercy out” of once you’ve entered.
Q. Is The 17th Door open in inclement weather?
A. Yes, we are an indoor attraction.
Q. Are there any group discounts?
A. Yes, we have many opportunities for groups of 20+ and charities. Please contact us for more information.
Q. What types of special effects are in The 17th Door?
A. Our haunt attraction is designed for all five of the senses. You may be exposed to or come in contact with: claustrophobia, electrical shocks, moving floors, water, 100+ MPH winds, foul scents, strobe lighting, projectiles, fog, total darkness, dizziness, suffocation, disorientation and loud noises. You may need to hold your breath. Dress accordingly. Many of our props are replicas and many are real! This will be outlined in the waiver that you will be required to sign. If you have specific questions or concerns, you may email us at info@the17thdoor.com.
Q. Will there be any offensive material?
A. There will be limited amounts of vulgar language and sexual innuendo but no nudity. The show will include small amounts of heavy thematic material. However, guests will find themselves in several intense situations.
Q. We made it half way through, can we get a refund?
A. We do not have a refund policy. You have paid us to scare you. If you are so scared that you have to shout the safe word to leave our Haunt early then we have done our job.
Q. Are there restrooms available?
A. Yes, we have portable restrooms available near the entrance. Please do not use our neighboring tenants’ restrooms.
Q. Does The 17th Door have security?
A. Yes, we have multiple security officers on site each night. There are cameras throughout the haunt. We have a zero tolerance for trouble. We want everyone to have fun in a safe environment.
