Horrible Experience In Universal Orlando

[Tink's Tormentor]

Let me start this by saying in the past I have been a Universal basher. But since I bought into the Disney Vacation Club, I decided to give Universal another chance. I went to the park last year for a few hours and enjoyed myself. Because of that experience, I bought an annual pass, especially since I was going to be in Orlando every year.

This year, I vacationed in October. I had plans to attend my first ever Halloween Horror Nights, as well as spending 2 days, not one, in Universal. All that changed in only 30 minutes inside the park.

The day started off just fine. We entered the gates with no problems. The plan of attack was to check out the Simpsons ride first. We headed straight to the attraction, only to stop along the way hoping to get pictures with Scooby, Shaggy, and Woody Woodpecker. There was no one on line. The characters were just standing there waiting for people. We approached the characters only to be told, in nasty voices, the characters had to now go in. So, we just walked away, noticing the characters not going anywhere. In fact, they wound up with a few people approaching them and being allowed to take pictures. No biggie, the Simpsons ride awaited..

We get to the attraction, admiring the work that was done to the area. We get online, watching the movie playing in the queue. After a 30 minute wait, we reach the top. The female employee asked us how many. We tell her 4, and she puts a chain up in front of us and disappears for 10-15 minutes. She finally comes back and tells us where to go.

We get to the waiting room and watch the saftey speil. The doors open and we approach the vehicle. Well, something must have been wrong with the ride vehicle because the lap bar wouldn't lock. No matter what we did, it wouldn't lock in place. The girl working there started talking down to us, like we were not too bright. Her tone became even more sarcastic when I told her we weren't dumb, we know how to pull down on a lap bar. We exited the obviously broken vehicle, only to enter another one. We didn't even get a chance to lower our lap bar when we were spoken to like a pack of little kids. I stormed off and went straight to Guest Services.

 

[Tink's Tormentor]

The girls in Guest Services were very nice and understanding of my complaint. However, the managers had a lot to be desired. I told them I wanted my annual pass cancelled. Without hesitation, they cancelled the pass. No questions of what could they do to make me reconsider, NOTHING!!! My friend then asked for the money back to Halloween Horror Nghts, and again, without question, they handed him the money back...

The attractions manager came over to hear my complaint, and of course, he had excuses. There is no excuse, no matter what park you are in, to be treated in such a demeaning manner. I wouldn't tolerate this treatment in Disney, SeaWorld, or Six Flags either....

Well, needless to say, I will not be going back to Universal anytime soon. This experience left a bad taste in my mouth.

Please do not take this as Universal bashing. I am just expressing the experience I had in Universal. Maybe I will reconsider in the future, but, for now, there is no way I can enter the park.

 

[Tink's Tormentor]

Actually, what I am hoping for is that the people on here can convince me that this was just a random act of unkindness, and that I should give the park another chance on my next visit.

 

[bball2026]

Please give universal another chance as those people that you had incounter might had just a bad day and why bring this up now when it happen over 2 months ago?

 

[pixeegrl]

I am sorry you had a bad experience! We had a wonderful time, you can read my experience with Guest Services and my Trip Report. We never met a grouchy employee, except the Grinch and well that is expected lol! I do hope you go back again and try it out. I would however do it before Harry Potter, since I am sure the crowd levels then will be horendous! Hopefully the ride manager reprimanded the girl who treated you so badly. She was probably just having a bad day or she was really tired, though that is no excuse but we all have them.

 

[Tink's Tormentor]

Please give universal another chance as those people that you had incounter might had just a bad day and why bring this up now when it happen over 2 months ago?

Why ask why I am bringing this up now? No offense, but is it any of your business? But, if you must know, I started a new job in October, when I returned from my trip, and I haven't been around on these forums since I been back.

 

[Tink's Tormentor]

I am sorry you had a bad experience! We had a wonderful time, you can read my experience with Guest Services and my Trip Report. We never met a grouchy employee, except the Grinch and well that is expected lol! I do hope you go back again and try it out. I would however do it before Harry Potter, since I am sure the crowd levels then will be horendous! Hopefully the ride manager reprimanded the girl who treated you so badly. She was probably just having a bad day or she was really tired, though that is no excuse but we all have them.

Like I mentioned, the girls in GS were wonderful. As for bad days, we all have them. However, that does not give anyone the right to talk to their customers that way. I work for a brokerage firm. If I spoke to one of our customers like that, I'd be fired and they would close their account and take their business elsewhere. And not for nothing, but the managers at Guest Services should have really tried to keep me as a customer. I don't look for free items, but, it would have been nice to have them make you feel like you are a wanted customer, not like a fungus that won't go away.

 

[Metro West]

The girls in Guest Services were very nice and understanding of my complaint. However, the managers had a lot to be desired. I told them I wanted my annual pass cancelled. Without hesitation, they cancelled the pass. No questions of what could they do to make me reconsider, NOTHING!!! My friend then asked for the money back to Halloween Horror Nghts, and again, without question, they handed him the money back...

The attractions manager came over to hear my complaint, and of course, he had excuses. There is no excuse, no matter what park you are in, to be treated in such a demeaning manner. I wouldn't tolerate this treatment in Disney, SeaWorld, or Six Flags either....

Well, needless to say, I will not be going back to Universal anytime soon. This experience left a bad taste in my mouth.

Sorry you had that experience at The Simpsons but frankly...I think you overreacted by cancelling the AP. I mean...I'd be damned if I would cancel over some TM at an attraction who was apparently having some issues. Sometimes it's best not to argue with someone when they want their $$$ back...you just give them what they want. Now it kinda sounds like maybe you didn't really want to cancel...I don't know. I often wonder when this type of thing leads to the cancelling of an AP at Universal, if the poster had the same thing happen at Disney would they cancel their AP as Disney as well?

I don't think anyone can convince you to come back to Universal and if you cancelled the AP on the basis some TM "talked down to you" on a SINGLE attraction out of all the others there, you probably shouldn't go back. Did you use your AP for IOA at all? Any problems or issues there? That just seems a bit extreme to me...but that's me.

Sorry...I'm not going to try to convince anyone to go to Universal...either you will or you won't. But again...I think you overreacted to the whole thing.

 

[Todd&Copper]

Geez Louise, you already got your $ back and had you APs cancelled, so just don't go back. I don't really get the point you are trying to make.
It just sounds like more anti-Universal propoganda by someone who was on the fence about the park anyway. If that is not what you are trying to convey, then sorry but that is how I think you come across.
I've had experiences with Disney CM's who acted like it was their time of the month and I've spoken with Guest Services but I am not going to let one or two dipwads spoil everything for me.

 

[Tink's Tormentor]

Sorry you had that experience at The Simpsons but frankly...I think you overreacted by cancelling the AP. I mean...I'd be damned if I would cancel over some TM at an attraction who was apparently having some issues. Sometimes it's best not to argue with someone when they want their $$$ back...you just give them what they want. Now it kinda sounds like maybe you didn't really want to cancel...I don't know. I often wonder when this type of thing leads to the cancelling of an AP at Universal, if the poster had the same thing happen at Disney would they cancel their AP as Disney as well?

I don't think anyone can convince you to come back to Universal and if you cancelled the AP on the basis some TM "talked down to you" on a SINGLE attraction out of all the others there, you probably shouldn't go back. Did you use your AP for IOA at all? Any problems or issues there? That just seems a bit extreme to me...but that's me.

Sorry...I'm not going to try to convince anyone to go to Universal...either you will or you won't. But again...I think you overreacted to the whole thing.

Well, I didn't get any money back, they refused to refund any payments I made on the flex plan, which is fine. I understand why they couldn't. I didn't ask for the money back on the AP at the park. I did ask once I returned home, was calm and cooled down. I was told since it was a contract I entered into, they couldn't refund. I didn't argue, just simply asked. Took a shot knowing it wouldn't have worked anyway. Actually, I was offered 2 free tickets by the manager I spoke with on the phone. I told him he could leave the note on my name, and if I decide to give the park a chance next year, I would be more than happy to take them up on their offer for the free tickets.

I also don't think I over reacted. This wasn't the first time I was treated this way there. Also, I didn't go into complete detail, just a brief explaination of what happened. I do not regret cancelling my AP, I really don't. And sadly, I didn't get to IOA that day because of what happened.

Truth be told, it wasn't a single person at a single attraction. It started at Margaritaville, carried on to the handlers for Woody Woodpecker, Shaggy, and Scooby Doo, and ended with the attitude at Simpsons. I don't think it is a coincidence that I ran into 5 or 6 employees just so happening to be having bad days all at the same time.

Please understand something, I do not hate Universal like I used to say I did. Last year, I had a decent time with no issues. I have had issues in the past though, with the employees, or TMs. This incident pushed it over the top for me. And with Harry Potter and the coaster going up, the park seemed to be on the upswing. Again, another reason I wanted to give the park a true, honest for goodness chance.

 

[teresared]

My husband and I both work in the entertainment / hospitality industry and have for 15 years. Most of the time it's best to give the guest what they are asking for. In your case it was your AP cancelled. They gave it to you. If you were hoping for more due to one minor bad experience then you should have said so then. Why would a company try to keep a guest that obviously doesn't want to stay? In my experience a person as upset as you seemed to be can't be saved. As for trying to convince you to try Universal again, why would I? You cancelled you AP. You would have to reinvest in a company you shoved to the side. A person in my industry that comes back for another try is almost always looking for the bad so they can feel justified with their initial complaint. I don't want you spending your hard earned money on a product that will seem flawed to you no matter how hard they try. But, if you decided to try Universal again, wait a while, this bad experience is still haunting you 2 months later. Time and distance seem best.

 

[Tink's Tormentor]

Geez Louise, you already got your $ back and had you APs cancelled, so just don't go back. I don't really get the point you are trying to make.
It just sounds like more anti-Universal propoganda by someone who was on the fence about the park anyway. If that is not what you are trying to convey, then sorry but that is how I think you come across.
I've had experiences with Disney CM's who acted like it was their time of the month and I've spoken with Guest Services but I am not going to let one or two dipwads spoil everything for me.

I didn't get my money back. They just cancelled my AP. They weren't going to give my friend his money back on our Halloween Horror Nights tickets either, but, they eventually did. I wasn't looking for money back, I just wanted to lodge a complaint. I also only cancelled my AP once I got the attitude from Guest Service manager.

This really is not anti-Universal propoganda. I already told you I was giving the park a chance. And I did go in with a complete open mind, ready to have fun at IOA and US.

 

[Tink's Tormentor]

My husband and I both work in the entertainment / hospitality industry and have for 15 years. Most of the time it's best to give the guest what they are asking for. In your case it was your AP cancelled. They gave it to you. If you were hoping for more due to one minor bad experience then you should have said so then. Why would a company try to keep a guest that obviously doesn't want to stay? In my experience a person as upset as you seemed to be can't be saved. As for trying to convince you to try Universal again, why would I? You cancelled you AP. You would have to reinvest in a company you shoved to the side. A person in my industry that comes back for another try is almost always looking for the bad so they can feel justified with their initial complaint. I don't want you spending your hard earned money on a product that will seem flawed to you no matter how hard they try. But, if you decided to try Universal again, wait a while, this bad experience is still haunting you 2 months later. Time and distance seem best.

I wouldn't buy an annual pass again, at least not right away.

I wasn't on the fence. I was going into the park excited to see the new Simpsons ride, excited to get on the Spider-Man ride, and totally looking forward to my first Halloween Horror Nights. I wasn't going to let anything stop that, until I was treated the way I was treated.

Now, I have been to other parks, and yes, I have run into some nasty employees before. However, this was way above and beyond being nasty.

 

[taliategan]

- I guess I am missing something. I would never let a "bad" employee ruin my day at the park. Report it to guest services & enjoy the rest of the day.

 

[Tink's Tormentor]

- I guess I am missing something. I would never let a "bad" employee ruin my day at the park. Report it to guest services & enjoy the rest of the day.

It wasn't one employee with an attitude I encounted that day... I encountered 5 or 6.... I ignored the attitudes on the first few, but the last one was the final straw...

 

[pixeegrl]

It doesn't sound like you want any convincing to go back as PP have said.

 

[donaldduck352]

I'm sorry too hear about your expierance..

Me or no one else can convince you to go back,you make that desicion yourself..

I just find it funny that out of all the times we have been(since 92) we have yet too have a bad expierance or anything too ruin our day..We find more guest to be the problem.And over the years we have seen some bad guest!! But as far as TM's never..

Maybe its just me and I overlook stupidity and go too have a great time.Which we do everytime..

The only time we had a bad exprience was at Latin Quarter and managment dealt with that quikly!!

On a side note see you at the opening of Harry Potter!!

 

[rpbert1]

I would definetly not cancel my AP, especially if i was not getting a refund.
I would have asked to talk to someone about the problem, and if i got nowhere with them i would have asked for their boss.
I have been visiting US for the last 4 year visits, went to Disney the first but decided i preferred Universal, not that there was anything wrong with Disney. I have spent 3 weeks at Universal the last 2 vacations, and have never had anything only good experiences with TMs, but i suppose it would only take 1 to ruin all that.

 

[AlexandNessa]

I am of the same mindset. If you need to be convinced to go, you really don't want to go back at all.

If I convinced you to go, and you had a similar experience, would you hold me at fault for your bad time?

I don't take that chance.

I don't convince anyone to go unless it's my treat. And I don't feel like treating today.

Can say though that I've never had the same experiences you encountered.

 

[macraven]

Let me start this by saying in the past I have been a Universal basher.

This year, I vacationed in October. I had plans to attend my first ever Halloween Horror Nights, as well as spending 2 days, not one, in Universal.

All that changed in only 30 minutes inside the park.

i read through all your posts and it sounds like you still are.
in your first post, what you wanted to be a fun day at the park, changed in the first 30 minutes once inside the park.

if you were not pleased from the beginning of that day, i can see how you felt everything escalated to a great negativity for you.

later in your other posts, it sounds like you just want to vent about whatever went south for you on that day.

you were fortunate that you received the refunds on the HHN tickets.
they are non refundable and it was very generous to have guest services honor your request for the refund.

Actually, what I am hoping for is that the people on here can convince me that this was just a random act of unkindness, and that I should give the park another chance on my next visit.

that is a personal choice of should you try universal again.
from what you have written, i would not want to be responsible for you having another off day at their parks if i told you to try it again.

i would never encourage a poster to give the parks another chance when their last visit went bad within the first 30 minutes in the park.

i'm never offended when someone says they can't stand universal.
and i am never offended when someone says they can't stand disney.
you can't make anyone love the same things that you do.

Why ask why I am bringing this up now? No offense, but is it any of your business? But, if you must know, I started a new job in October, when I returned from my trip, and I haven't been around on these forums since I been back.

the poster asked you a simple question.
when you answered aggressively like that, people are going to back off from posting their thoughts in this thread.
if you want posters here to help you make a decision for a future visit to universal, and you don't appreciate the way they have phrased a question to you, just ignore them. or ask them in a less confrontational way, why the reason they need to know it. sometimes if you use a smilie, very few people take what is said harshly.

the only time i have seen you on the universal forums was when you came and asked about hhn for your oct 17th visit. the other time was when you posted about the set up on the parks for the hard ticket events.

i know you wanted to be informed about that past visit and others tried to answer you and help you with it.

It wasn't one employee with an attitude I encounted that day... I encountered 5 or 6.... I ignored the attitudes on the first few, but the last one was the final straw...

since you started your post that you were a universal basher, maybe you went to the parks more on guard and expecting things to be based on what other UO bashers say about the UO parks.
i don't know.

I do know many newbies and UO bashers/former and present, will be delighted to visit universal when parry hotter comes to town. from what i have read on the motherland side of the dis, many are looking forward to it.

perhaps if you have the love for parry hotter, that might be a turning point where you will look forward to go to universal again.
it is a decision only you can make if universal is in your future for another try.


i do the motherland and darkside every year. i could not go to orlando and not do both parks.

i have had horrible experiences at disney, but i go back each year. i do disney before my universal portion of my annual vacations.

i have been talked down to by disney employees there which i have not appreciated.

it happens there also but i don't post about it.
not everyone's experience is the same.

last year at disney i was injured on a ride.
the haunted mansion bench seat was not attached to the base.
i had to endure the entire ride halfway on the floor of the doom buggy with the bench halfway in the air.
the ride wasn't stopped until the doom buggy came back to the unloading area.
apparently the cm's were not watching the cameras to see what happened.

the ride stopped and it took a couple of other guests to get the bench seat off of my back/head. the cm did nothing. he did ask if i was standing up on the ride........i ignored that comment thinking, what a ridiculous thing to ask me.
it wasn't until a supervisor was called (5 minute wait) that medical help was called.
i could go on about how the cm at that ride talked down to me, did not follow procedures, etc. Other cm's came and made unnecessary comments also. so i encountered 3 cm's that failed to meet the disney standard.
guest services weren't much better. they always have this fear that a lawyer will be involved when there is an injury...
bottom line, it was a real bummer of a day. i assumed more kindness would have been extended to me but it wasn't.

after spending 2 hours at the first aid office and back again 5 hours later, i started anew the next day at the parks.

being someplace that i chose to take my vacation, was not going to change due to inept employees at a park.
i go solo on my trips, no matter what happens in orlando, i still do the parks. that goes for disney and universal.

you are a grown man.
only you can decide if you return to universal.



There are many CM's at disney that work as TM's at Universal and vice versa.