Universal Studios Hollywood Customer Service Issues

I encountered a situation with an employee that turned my enjoyable experience sour. While trying to take a picture with my sister and friend, an employee rudely refused and embarrassed me in front of others. He falsely accused me of inappropriate behavior and when I asked to speak to a supervisor, they did not listen and instead threatened to remove me. Despite showing evidence that disproved the accusations, I was still treated poorly and unjustly escorted out. I feel disrespected and humiliated by the entire ordeal. I have been a loyal customer for years and never encountered such mistreatment. I am disappointed in the lack of empathy shown by the staff. I am now seeking a refund as I feel I have been unfairly targeted and judged.

My in-law bought four passes for my family for Christmas [redacted]. Due to work commitments, we couldn't go until mid-October [redacted]. However, when I tried to register the passes, I realized they had to be used before June 15, [redacted]. Despite contacting Universal and Costco, I was told there was nothing they could do. The passes are for three days but are supposed to be valid for one year from first use, as stated on them. We only intend to go once and believe it's unfair that we can't use them now, essentially losing our money. If there's any way you can assist, it would be greatly appreciated. If we had gone in June, we would have until June next year to use them. Thank you for any help you can provide. Sincerely, Corina B.

As regular visitors to Universal Studios and Florida locals, my roommate, little sister, and I encountered an incident while trying to enter Halloween Horror Nights last Friday. We were stopped due to having drinks and asked for ID, which we didn't have with us since we were planning to have a night of jumping and being in crowded spaces. Despite explaining our situation, the undercover staff didn't believe us and asked us to leave, even threatening arrest. We were not causing any trouble and just wanted to enjoy an event we've been to for years. We were not intoxicated and it was challenging as our car was far away. We feel unfairly treated and would appreciate a refund for the pricey tickets, especially as I am a struggling college student.

On October 7, [redacted], three of my close friends and I visited Horror Nights for the first time. I used a disability pass due to my osteoarthritis. Regrettably, I lost my pass at the lower lot restroom. I spoke with an associate who directed me to the American Express office at the lower lot. Despite following the instructions provided by manager Kelly Kriesel, I faced challenges obtaining a replacement pass, despite approaching five different associates. This left me frustrated as I struggled with joint pain. Although Jace suggested a shuttle to the upper lot, no wheelchairs were available in the lower lot for me. I was forced to endure the painful walk back. I expected a pleasant experience at Universal Studios but encountered disappointing customer service. As a loyal customer for nearly 15 years, I'm disheartened by the treatment I received when seeking assistance. I kindly request a refund for my Horror Nights ticket or a re-entry. I hope my situation is considered. Thank you and have a great day.

My mother, aunt, and I bought three tickets for Universal Studios to enjoy with family visiting from South Africa, traveling from South Carolina to Orlando. Unfortunately, shortly after entering the park on a hot day, my aunt fell ill and disoriented, forcing us to leave. We spent over $[redacted] on park entry and had to depart within 15 minutes. While we understand it wasn't Universal's fault, it was disheartening for us given the short visit. I inquired with a staff member about potential solutions, only to learn that tickets were non-refundable and non-transferable once inside. I had hoped for a rain check, voucher, or even a discount for our next trip.

I traveled from Pueblo, Colorado, to Universal Studios with my children, niece, and parents exclusively for the horror nights event. Unfortunately, a situation occurred where my younger son did not want to enter a haunted house, leading to a dispute with my older son. Security intervened, and despite standing in line for approximately two hours, we lost our spot due to the disturbance. The security officer accused us of violating the code of conduct, which I found humiliating. Subsequently, we were escorted out by seven officers, which was embarrassing and degrading. I am requesting a full refund and an apology for the way we were handled. As a business, they should have procedures in place to deal with such incidents appropriately. This trip was significant as it may be our last due to my recent diagnosis of a life-altering condition. Our visit was possible through a fundraiser organized by my family. Thank you, Sondra Stetler.

I traveled from Pueblo, Colorado, to Universal Studios with my two children, niece, and parents for Horror Nights. Unfortunately, a dispute arose between my younger and older sons when my younger son didn't want to enter a haunted house, causing security to intervene and remove them from the line after a two-hour wait. The security officer claimed they had violated the code of conduct, which I found embarrassing and unnecessary. Being escorted out by multiple officers was degrading for us. I believe a full refund and an apology are warranted for the inconvenience and upsetting experience. Universal Studios should have better protocols in place for handling such situations involving families like ours. Thank you, Sondra Stetler. I am requesting a full refund for all purchased tickets and an apology to address the embarrassment and distress caused by this incident. Universal Studios, as a reputable business catering to families, should take appropriate actions to rectify this situation.

Hello, I visited your Hollywood California theme park yesterday for my daughter's 8th birthday. My daughter is disabled and non-verbal. I want to express my gratitude for the wonderful treatment she received from your staff and characters. The patience, time, and care they showed her filled me with joy and happiness. It meant a lot to see her treated like any other child, even though she's in a wheelchair. Thank you for making her day truly special.

I bought Fast Passes for my family of three for November 27, [redacted]. While using them at the Hollywood Rip Ride Rocket, I noticed that family members without Fast Passes were allowed on the rides before us, causing frustration. This happened at other rides like Men in Black: Alien Attack, ET, and the Flight of the Hippogriff as well. I would like to know why guests without Fast Passes were consistently allowed to board before those with Fast Passes. I think a fair solution would be a partial refund of at least 50% of the Fast Pass cost.

I had a negative experience with SERBUI while checking our tickets. She used her finger to call my family, and when she demanded our tickets, she yelled at my wife. I questioned her rudeness, but she ignored me and continued to be unpleasant. Despite showing my military ID with a name starting with "CH," she insisted it was not mine. She even called security when I asked for her name and falsely claimed my name did not match. This incident occurred at Universal Studios Hollywood. I can be reached at [redacted] to discuss further and prevent this from happening again.

I purchased tickets for our family of four, which included our three-year-old daughter. I bought a two-day, two-park pass for $[redacted].99 plus tax for her. Unfortunately, she could not enjoy most of the rides except for Dr. Seuss due to not meeting the height requirement. Given that we spent a significant amount to ensure our children could fully experience the park, I kindly request a refund for the fee paid for my daughter. It seems unjustifiable to have paid for her ticket when she was unable to participate in the majority of the attractions Universal has to offer.

I had a disappointing experience at Universal Studios yesterday. This holiday was incredibly important to my family, as it may be the last time we travel to the USA due to my health challenges. We bought 4 multi-day tickets and one two-day ticket, totaling $[redacted].90. The weather was bad, rides broke down, arcade machines didn't work, and even the biggest roller coaster was closed. It was a disastrous and upsetting day, especially for my grandchildren. As a person with health issues, visiting these places is a big effort for me. I am requesting a refund for our tickets so we can potentially visit again later in the holiday. Thank you for your understanding. Best regards, Jan C.

During our family trip, I bought (9) 2-Park, 2-Day PTP Adult tickets to Universal Studios. Unexpectedly, my husband required urgent surgery in Florida, forcing us to rush back to CT. While (7) of our group managed to enjoy the theme parks, my husband and I couldn't. I have proof of his medical emergency that kept us from using the tickets. Could we get a refund under these circumstances?

Hello, I bought 8 tickets yesterday, December 26, for Universal Studios Hollywood on TicketsAtWork.com. I used my phone to make the payment and accidentally selected the wrong dates since we are not in California yet. This trip is our first family vacation to California, and we are also planning to visit Disneyland with 5 children (under 9) and 4 adults. We intended to go to Universal Studios Hollywood on December 29th, a Sunday. We are visiting from Hawaii and will be here until New Year's Day. Is it possible to pay the price difference for the tickets and change the date to December 29th? Thank you.

On December 24, we purchased 2 One Day Express Park tickets for 5 guests to visit Universal Studios. However, upon arrival, the kiosk was not functioning, resulting in a frustrating 2-hour wait to enter the park. The long lines were especially challenging for our group, including 3 children and 2 who have autism, which made our day very difficult. The delay not only affected our visit by limiting our time in the park but also led to meltdowns due to the extensive wait times. As parents, waiting for hours to enter the park left us exhausted. We are requesting a refund or complimentary tickets to make up for the experience, as we saved diligently to purchase these tickets, and the technical issue significantly impacted our visit to Universal Studios.

I bought five one-day base tickets to Universal Studios and had a disappointing visit due to the repeated closure of the Rock It ride. We spent about 5-6 hours waiting in line, only to have the ride shut down every time we were close to boarding. I have one more day in Orlando before heading back to Cleveland and I simply want to make the most of my tickets by visiting the park today on 12-29-[redacted]. It's frustrating to have missed out on the park's other attractions due to the extended wait times caused by the repeated closures of this one ride.

Hello, On Friday, January 31st, I purchased 2 tickets for Universal Studios Hollywood for February 2nd. The order confirmation number is: [redacted]0USH[redacted]6. Unfortunately, we missed our reservation because we lost our flight connection while traveling from Colombia to the United States with a layover in Panama. Our flight to Los Angeles on February 1st was canceled and rescheduled for February 2nd at 7:30 am, causing us to miss our visit to Universal Studios Hollywood. Due to these circumstances, I kindly request a refund for the ticket price as we are unable to visit on another date. We reside in Sydney, Australia, and on the evening of February 2nd, we had a flight back home at 10:30 pm. Thank you for your attention to this matter. I am eagerly awaiting your response. Sincerely, D.R. Cardona

On December 27, [redacted], around 11:00 p.m., I bought two tickets for Universal Studios in Hollywood for $[redacted] via the AAA website for the following day, December 28, [redacted]. After purchasing, I was notified my request was being processed and I would get an email soon. By 7:00 a.m. on December 28, [redacted], I hadn't received the tickets, so I contacted AAA, and was directed to the Universal Studios ticket office. When I provided the reservation number from the previous night, they couldn't find it. As I was leaving my hotel without tickets, I purchased two tickets directly from the Universal Studios Hollywood website for $[redacted] and received them immediately via email. At 8:02 a.m. on December 28, [redacted], I received an email with the two tickets I had bought the night before through the AAA website. My husband and I used the tickets from the Universal Studios Hollywood website and not the AAA ones. I would like a refund for the unused tickets. Contact me at [redacted] for further details. Thank you for your help.

Subject: Complaint Regarding Staff Behavior at Universal Studios Hollywood I am writing to express my disappointment in the service provided by one of your employees during my recent visit to Universal Studios Hollywood on 02/14/[redacted]. Upon arriving at Guest Relations at 9:30am on that day to obtain an attraction assistance pass for my son's birthday celebration, we encountered a female representative who, unfortunately, crossed boundaries and made us feel uncomfortable. While I understand the necessity for some information to facilitate proper accommodation, the way in which the employee questioned and persisted in knowing the specifics of my son's disabilities was highly intrusive. Despite providing a doctor's note, she continued to press for unnecessary details and made assumptions that were irrelevant and disrespectful. As a mother of a child with ADD, auditory processing disorder, and anxiety, waiting in long lines and crowded areas poses challenges for my son. I felt compelled to divulge personal information under uncomfortable circumstances, especially in front of my son. This situation could have been handled with more sensitivity and empathy towards non-visible disabilities. I urge you to provide further training for your staff, emphasizing the importance of respecting privacy and understanding that disabilities come in various forms. Such training would greatly enhance the guest experience and prevent similar discomfort in the future. Thank you for your attention to this matter. Should you require any additional information, please feel free to reach me at [redacted]. Sincerely, Michele Padilla

I've been trying to reach out to the number provided, but it just keeps ringing and I'm unable to select option zero. No one answers the phone, and I need assistance logging in to view the pictures I purchased. The link given to access the pictures wasn't successful because when I entered the picture number, it said there were no pictures. This same issue occurred when I tried to pay for the pictures in-person. I informed the lady at the counter about the problem, and she reassured me it would be resolved after payment. However, I'm still facing this issue even though I paid for digital access. Can someone please assist me with this problem? My experience was at the Hollywood location on 7/11/[redacted].