Universal Studios Hollywood Customer Service Issues

To whom it may concern, I am writing to express my disappointment with my recent visit to Universal Studios Hollywood on 05/24. My Fiancee and I encountered multiple issues that affected our experience negatively. Firstly, we got stuck on the Harry Potter ride twice while it was in motion, despite having purchased Express Passes which were limited to one use per ride. We politely requested to ride again due to the inconvenience, but our request was denied by the staff. Furthermore, at the Butter Beer stand, my fiancee was denied a straw and instructed to "just sip it" before being disregarded. Additionally, after dining at Panda Express, both of us experienced stomach aches. This visit was disheartening compared to our previous wonderful experience at Universal Studios Orlando. We had high expectations for our visit and paid nearly $[redacted], hoping for an exceptional experience. I am eager to receive a response regarding our disappointing visit. Sincerely, I. Cuautle

Dear Sir or Madam, I would like to share my recent experience at Universal Studios Hollywood. Yesterday we had a great time at the park, thank you. However, I have a concern regarding the food options at the Three Broomsticks restaurant. Vegetarian choices were not readily visible on the menu, but when we inquired, we were offered the asparagus platter, which was delicious. I believe it's important to actively promote vegetarian options alongside non-vegetarian dishes, especially considering the growing number of vegetarian customers, particularly from Europe and Asia. I truly enjoyed my meal, and I think making vegetarian options more visible would enhance the experience for all visitors. Sincerely, Dr. T. B., UK

My daughter and her family from Kansas had been eagerly saving to visit Universal Studios Hollywood, especially so the kids could experience the Harry Potter exhibit. After a long journey, paying for parking, waiting in line for 90 minutes, they were devastated when the exhibit closed abruptly for maintenance. The $[redacted] they spent for park entry for themselves and their three children made the situation even more disheartening. I believe they deserve some form of compensation for this disappointing experience. Maintenance should ideally occur outside of normal operating hours to avoid such situations and provide better customer service. As a California resident, I felt compelled to share this story to express my deep disappointment in how my family’s visit was affected.

During my recent visit to Universal Studios on July 3, [redacted], I encountered a distressing situation with the parking services and an attendant at the theme park. I had paid $35 for preferred parking in the morning, but upon returning later that day, a different attendant insisted I needed an additional receipt with "AMC" on it to re-enter without paying again. Despite showing the short receipt with a time stamp and yellow strip of paper given to me in the morning, the new attendant was unhelpful and demanded I pay another $25 for parking. This experience was infuriating, especially since I have proof of the initial charge on my credit card. Additionally, my family faced distress during the Harry Potter: Forbidden Journey ride when we got stuck, and the staff's response to the incident was dismissive. Overall, this visit was disappointing, and I do not plan on returning to Universal Studios in the near future.

Hello, I recently visited Universal Studios and purchased a two-day, two-park pass online after speaking with a representative. Unfortunately, during my visit, there were multiple closures and delays due to inclement weather. Despite being reassured that the park stays open during storms, many rides remained closed or had inconsistent status updates on the app. This caused frustration as we were unable to enjoy the main rides we had looked forward to. The following day, most rides remained closed due to continued storms, leading to long lines for indoor rides. I am disappointed and frustrated as I feel misled by the representatives' claims that the park operates normally during bad weather. I am requesting at least a partial refund of $[redacted] for the inconvenience and the inability to experience the rides I paid for. I would appreciate speaking with a manager regarding this matter. Thank you. - Taylor K.

During our visit to Universal Studios Orlando in June [redacted], my family and I encountered a dangerous situation at the Jimmy Fallon ride. As we were ascending the stairs, a large roll of paper towels was left unattended, causing me to trip and fall, injuring both of my knees and my back. When I asked an employee nearby about the towels, their dismissive response left me upset and in tears. Despite reporting the incident to other employees who apologized and removed the hazard, my injuries prevented me from enjoying the rest of our visit. The next day, my knees were swollen and I continue to experience pain and difficulty moving. This experience has greatly impacted our family vacation, and I am now seeking a refund for the medical expenses incurred due to this incident. The lack of care and accountability displayed by the park staff is concerning, and I am considering seeking legal advice to address this matter further.

I bought tickets for my wife, daughter, and myself to celebrate my daughter's birthday at the theme park. Unfortunately, one of the tickets purchased was mistakenly for regular admission instead of Halloween Horror Nights, which my wife received. When we arrived, my daughter and I successfully entered with our tickets, but my wife's ticket could not be scanned for the Halloween event. We were disappointed that we couldn't all enjoy the night together as a family. The ticket cost $[redacted], which was more than the others, and we were informed at the gate that Halloween Horror Nights was sold out, leading to the ticket being for regular admission since the event had already started.

I had a disappointing experience at Halloween Horror Nights on 10/12/18. The line for guest relations was too long, so we were advised to call instead. Unfortunately, our drive to Universal Studios Hollywood was nearly 5 hours. I am seeking a refund because the mazes were flooded, and even after our tickets were scanned, we were informed that they were closed. The wait time of over 2 hours was unacceptable. Despite purchasing an express pass for after 7 pm, the experience did not meet my expectations. I hope to receive a refund, as many others are likely requesting as well.

Dear Universal Studios team, I recently contacted Universal Studios through Facebook and was instructed to call. Unfortunately, I am unable to make phone calls from the US. Could you kindly assist in refunding the purchase price for reservation operation number [redacted]1USH[redacted]9 to my Mastercard ending in [redacted]? We plan to purchase tickets for October 20, [redacted]. Your help is greatly appreciated. Sincerely, Sebastian Zimmermann **Message to Universal Studios Team from Facebook Messenger**: Hello Sebastian, Unfortunately, we cannot offer a second day on your ticket. We can refund your original purchase and allow you to repurchase the Buy a Day, Get a Day offer. Please contact us at [redacted]-UNIVERSAL option 8 for further assistance. **My Question**: Hello Universal Studios team, We visited Universal Studios in Los Angeles yesterday using the Universal Express Ticket purchased from the website. Is it possible to access the park for a second day with the same ticket? We are interested in returning on October 20, [redacted], and would like to know if there's an option for this without having to purchase new tickets. Please respond via email. Thank you. Best regards, Sebastian Zimmermann

We were promised no wait times for all the rides and houses during Halloween Horror Nights. We were disappointed to find out this was not the case and that our experience was not what we were led to believe. Despite attempting to correct the situation, we were informed by the Hard Rock staff that refunds were not an option. After speaking with a Universal representative, I was told that I could have requested a refund earlier, but this was not communicated to us clearly. The substitution of 0 wait time tickets with 1-hour express tickets and the misleading VIP/RIP lanyards left us feeling deceived. It is frustrating that Universal appears to have engaged in bait and switch tactics, and the lack of transparency is disheartening. I believe a refund should be offered considering the misrepresentation of what was promised versus what we received.

Hello, I am reaching out for the third time regarding my recent disappointing experience at Universal Studios Hollywood's Horror Nights. Despite my attempt to contact customer service about the issues I faced during my visit on Oct. 12, [redacted], I have yet to receive a response. The inclement weather that night greatly impacted the event, with crew members not performing as expected and the overall lack of excitement that Horror Nights is known for. After waiting in a long line at guest relations, the park was unexpectedly closed for the night due to the weather conditions. I have been trying to reach customer service for compensation or a resolution, but with no success. As I will be out of town for work soon, I urgently request a refund for the tickets I purchased for the event. I hope to hear back soon and have this matter resolved promptly. Thank you, -Denise R.

Today, I purchased silver season tickets for myself and my nephew to celebrate my birthday at the amusement park. Sadly, our experience was disappointing. The long lines, excessive wait times in the heat, and numerous technical issues on rides like "Harry Potter - The Flight of ..." and Kung Fu Panda dampened our spirits. Waiting for the rides to be fixed, along with other technical difficulties, made the visit frustrating. Disheartened, my nephew and I eventually left the park for IHOP. I'm disappointed that the day turned out this way, and I am considering seeking a refund as we spent more time waiting for repairs than enjoying the park. Apologies for any inconvenience caused. Have a great day.

I am seeking a refund for three out of the twelve tickets we purchased as one family member decided not to join us. This unexpected situation has caused tension within the group, jeopardizing our first family event. Unfortunately, this relative is now refusing to attend and expects us to cover the cost of her fourteen tickets. Our anticipated Universal Trip has been marred by this individual's behavior. It is challenging for the rest of us to bear the financial burden of her actions. I kindly request your assistance with refunding the three tickets to alleviate this predicament. I hope that despite this setback, our experience can still be enjoyable. Please reach out to me for further clarification. Thank you.

I recently bought express passes for a group of 5 people a few days before our trip for $[redacted] per ticket. However, the night before our visit, the price dropped to $[redacted] per ticket. I purchased in advance to save $[redacted], but now it seems unfair that we have to pay more when compared to last-minute buyers. I spoke with Danny at Universal Studios, but nothing could be done due to the non-refundable policy. This experience has left me disappointed, uncomfortable, and even betrayed by a well-known national park for not being transparent about their ticket pricing. I kindly request Universal Studios to refund the $[redacted] price difference for the 5 tickets to ensure customers can enjoy the park without feeling taken advantage of. Thank you. Ticket confirmation number: [redacted]3USHB[redacted]6.

My experience at Universal Studios was dreadful. The staff was impolite, the wait times for rides were unbearable, and the food was terrible. The walking dead attraction was the only one I managed to go on, and even that was disappointing. The park felt chaotic and disorganized, with crowded shops making it hard to navigate. Many guests around me were expressing dissatisfaction with the lack of structure. Unfortunately, due to these issues, I have decided not to use my second day ticket and I am requesting a full refund. Thank you.

My family and I visited Universal Studios Hollywood today with our kid and his cousins. Unfortunately, the experience was below average. Despite spending over $1k for the 10 of us, the wait times for rides were around 2 hours each due to what seemed like understaffing. Even getting coffee took 45 minutes, and we had to leave the park to eat since food wait times were an hour. My seven-year-old would have had to wait [redacted] minutes for the 'Transformers' ride. We gave the kids the choice of Universal or Disney, and they all chose Universal. The long wait times, especially 3.5 hours for Harry Potter, were not what we expected for the price we paid. I would like to arrange a "do-over" for the kids to enjoy the rides they missed like Transformers, The Mummy, and Harry Potter, which they were so excited about. The only ride we managed to go on was Despicable Me, which they loved. I believe we can turn around the disappointing experience they had at Universal Studios. Warm regards, Gary R.

Hello, we are from Indiana and traveled here for a vacation to visit Universal Studios. Unfortunately, this morning our car broke down as we were heading there. We had to have it towed back to the hotel premises, where we are currently stranded. Our plans and money for this trip have gone to waste due to a maintenance oversight on the car before our departure. This situation is heartbreaking, especially for our 5 and 11-year-old children, as this trip was a birthday present for our daughter. We drove 16 hours, only to face disappointment. We kindly request a refund for our tickets, as we won't be able to make it to the park today because of the car issue. We appreciate your understanding, even though the tickets are typically valid for a year, we cannot easily reschedule our visit from out of state. Thank you for your assistance.

Hello, we are from Indiana. We recently traveled here for a vacation to visit Universal Studios. Unfortunately, our car broke down as we were heading there this morning. We had to call a tow truck and are currently stuck at our hotel. This unexpected situation has disrupted our plans and we are upset, especially since it is our daughter's birthday trip. We had to spend money on the hotel for yesterday and today, which adds to our disappointment. We are hoping for some understanding and request a refund for our tickets since we might not make it to the park today due to the car issue. Thank you for your consideration in this matter.

Hello, we are from Indiana and we recently visited Universal Studios for a vacation. Unfortunately, this morning our car broke down before we could even leave the hotel premises. We had to wait for a tow, and now we are stuck at the hotel, unable to make it to the park. This has completely derailed our plans and birthday celebration for our daughter, causing a lot of distress for our family. We are hoping for a refund on our tickets since we won't be able to make it to the park today. We drove a long way and it's heartbreaking to see our children upset. We lost money on the hotel stay yesterday and today. We are not local, so it's not easy for us to come back another time. We are kindly asking for your understanding and assistance in this matter.

During our visit to Universal Studios with a group of 10, we had a challenging experience when one member got separated from us mid-day. Lacking a cell phone, he sought help at Lost and Found to contact us, but unfortunately, the staff refused his request. Despite his efforts to find us, he even attempted to check the parking lot but was denied entry due to not having his ticket with him. After searching for four hours, we found him waiting outside in the cold by our car. This incident greatly marred our family's experience at the park. I am reaching out to request reimbursement for this unfortunate episode. It was truly disheartening how your team handled this situation. My name is Allen Payton, and I can be reached at [redacted]. I am eagerly awaiting your response. Thank you. (Original message date: 12/26/[redacted])