Bad Trip

[Keeva]

We went to Us/IOA from4/5-4/9.Went to US on tuesday 4/5 .There was a very drunk,racial slurring,cursing man in line for Earthquake that got louder and louder.Finally after the crowd called him down for using the MF word in front of kids someone from the staff came and asked him if there was a problem,to which of course he said no ,so they left him to enjoy his day at US.It didn't seem to matter if he ruined anyone elses day.they just left him to board the ride with everyone else.I witnessed line jumping on a lot of the rides at both parks.The second day we went to IOA 4/6 and also on 4/7.Just before leaving the park for the day my 4 year old Grandson laid his Spiderman spinner and his Sponge Bob refillable cup down to purchase a rice necklace at the cart before the exit.I didn't miss it until we had already left the park.The next day 4/7 I went into Guest services to see if anyone had turned it in.My exact words to the girl at Guest services were(I know that this is a snowball chance in you know what. but has anyone turned in a Spiderman spinner& SpongeBob & Patrick cup. My 4 year old set it down as we were leaving the park yesterday)She directed me to lost&found. Of course no one had turned it in.Then she said and I Quote(We can replace it for you .Fill out this form with your name & address & we will take care of the rest) I said really? She said sure.Another girl working in there joked and said just as soon as another kid lose's there's we'll give it to you.She also told me to check back before I Left the park that day.I came out of Guest Services and I made the statement to my Family that I was impressed & I repeated what I was told,but I should have known better.When I checked back with Guest services that evening they didn't know what I was talking about.The next day the kid's didn't want to go.The chose to stay at the resort(off site)and swim,play pool & mini-golf.They had more fun that day than in the parks.4/9 on Saturday we went backto US so we could see the parade that night.That afternoon my 12 year old stood in line behind about 15 people at a cart to get a soft pretzel.We he finally got up there the clerk said Oh honey you don't want these they are hard,go up to the cartthere on the hill.My 28 year old said Why don't you take them out of your window if they are not for sale? The next encounter was as we were leaving the park that night.The same 12 year old walked up to a cart.The worker was waiting on a customer.Right before he walked up another man walked up ,so there was 2 in line ,the clerk did not say anything to them as they walked up. When he finished with the customer he was waiting on he turned off his light and turned his back on my Grandson and the other Guy standing there. Very rude ! But by this time we were leaving Universal and I don't intend to ever go back.Next time it will be Disney again.In my view of both resorts ,Disney doesn't have anything to worry about.

 

[phamton]

If they had you fill out the form, I am sure they will be sending you a replacement and, no, they will not send you someone's used one.

I do know that Lost anf Found seldom receives those cups. Most of the places just throw them away when they find them. I know becuase I have lost several MIB cups. They told me at Lost and Found that the counter service and ride operators usually throw them away as most people just buy them for the day to use at the park.

If you send me your address, I will make sure that you get new ones replaced.

As far as the line jumpers, I've seen lots of that at Disney too. This is quite common at Disney as you can tell just from reading some of the threads on the DisBoard. If you see it and can tell a ride op, they will send them to the back of the line.

The cursing man on Earthquake shouldn't have been allowed to board--no excuse for that nor for the food booth closing when you were in line.

You went at one of the busiests times. Often they have to call in "substitutes" (called rescues) to work some of the carts also there are a lot of new hires for busy times. Not an excuse but just know that this isn't typical behavior.

edited to add: You can email guest services with your complaints at: guestservices@universalorlando.com I am sure they will make it right.

 

[Notatourist]

Bev is completely right in her suggestion. The fact that you filled out a form for guest services means that it can be tracked. Please let them know this happened.

Thanks

 

[Keeva]

Thanks for the replies and thanks Phamton for the offer of a replacement but if guest services are on the up and up they will send it, if not my opinion of the us/ioa will be confirmed.As for the drunk and the carts closing,there is no excuse for eithor one ,temp or not.They should train them better.In eithor case I tried it and I wasn't impressed.I just thought I would give everyone a headup in case they ran into the same problems.As for anything to be comped I neithor asked nor expected it to be,I only posted what I was told at Guest services and then I felt like a fool when they didn't know what I was talking about.I have seen line jumpers at Disney yes, but I have never seen a Very obnoxious drunk ,nor encountered carts closing in my face with the clerks back to me.At least they would inform you they were closing and send you to another cart.In my view that is very poor management and customer service and This customer Won't be back

 

[phamton]

Thanks for the replies and thanks Phamton for the offer of a replacement but if guest services are on the up and up they will send it, if not my opinion of the us/ioa will be confirmed.As for the drunk and the carts closing,there is no excuse for eithor one ,temp or not.They should train them better.In eithor case I tried it and I wasn't impressed.I just thought I would give everyone a headup in case they ran into the same problems.As for anything to be comped I neithor asked nor expected it to be,I only posted what I was told at Guest services and then I felt like a fool when they didn't know what I was talking about.I have seen line jumpers at Disney yes, but I have never seen a Very obnoxious drunk ,nor encountered carts closing in my face with the clerks back to me.At least they would inform you they were closing and send you to another cart.In my view that is very poor management and customer service and This customer Won't be back

I understand your frustration. I've had my own at Disney. Last Sunday, for the AP preview of Soarin' I asked 5 different cast members for directions to Soarin'. All of them were in the general area of Soarin' and stationed as a greeter in the area. None of them knew where it was. Also a few weeks ago, a man started screaming and cursing at my husband for smoking in the smoking area at MK. He stood up and got in my husband's face and told my husband that he was going to kick his ***. At Dinosaur, I got so sick of line cutters that happened several times during the queue. I told the CM who just shrugged her shoulders with a "what can I do?" look and let the people board the ride in front of me. My youngest son got a terrible burn to his eyes from the chemicals in the Port Orleans pool a couple of summers ago. The doctor was shocked at how bad they were. I called Disney and asked them to check the pH so it didn't happen to anyone else. They were far from helpful. But I do love Disney. The Plural of "anecdote" is not "data." Just because I had some bad experiences didn't make me never go back.

What I am trying to point out is that you can cause more change by informing Universal so they can address these issues and make sure no one else experiences that. Warning people on a message board will not help make the change. Others can just post and say how great their expreiences are which then turns it in to a debate between those that love Universal and those that don't. You went at a busy time and were treated poorly. Others have gone and been treated wonderfully. It also sounds like you might not have had such a great time because you are a newbie to Universal. I suspect you missed a lot of the great rides and probably spent a lot of time waiting in line. I don't blame the kids for wanting to spend time at the pool. With a little planning, it can be a great experience for the kids. I haven't met many kids that didn't love Universal and Islands of Adventure. My kids loved both and also loved Disney but our first trip to WDW was a bust as we all went as newbies in the summer and stayed offsite. We also missed lots of rides as I thought our parkhoppers only inluded Magic Kingdom and Epcot. (I know---I know) What a disaster! My husband vowed he would never return to Disney. Luckily we went again with more knowledge and had a fantastic time. After numerous wonderful trips we grew to love WDW and Universal and decided to move to Orlando.

I know you are not asking for compensation. I just would like you to let guest services know so they can take care of the problem and hopefully improve so other guests don't have to go through what you went through.

 

[Keeva]

Phamton Thanks for you replies. I did send Guest Services an E-Mail.Maybe they will address the issue.

 

[phamton]

Phamton Thanks for you replies. I did send Guest Services an E-Mail.Maybe they will address the issue.

I am so glad. Now it is in their ballpark to make sure this never happens again. Once again, I am really sorry for what you went through. It isn't right and I'd be a little POed myself. Keep us posted on what they do, if anything.

My offer still stands to replace your grandson's mug and Spiderman spinner. I get a discount with my AP.

 

[Keeva]

Thanks again but he will not miss them,now if it had been his game boy now that would be another story!!!!!!!!!!!!

 

[Sherrilatte]

I hope you don't mind if I link others to your explanation of why we should actively make sure those who are in the business of service provide the very best...with our help if need be!

 

[Keeva]

Does anyone know how long it takes to hear from Customer Service?I sent them an E-Mail on the 25th and I still have not received a reply.

 

[Keeva]

I still have not heard anything from Guest services nor received anything in the mail.This just confirms my views on US/IOA.I won't be going back nor will I advise anyone one else to go.

 

[phamton]

Well, I emailed them 2 hours ago and already have an answer. I am sending you the message via PM.

Edited to add: I just looked at the time on the email they sent me and it took Guest Services less than one hour to reply to me and it wasn't a form reply but an actual email that addressed my concerns.

Bev

 

[greenyskp]

case in point -

These scenerios RARELY happen at Disney.

Their staff is well-informed of whats going on.

If you speak to 'Clara' in guest relations and she tells you to come back at 4, when you come back, 'Tom' will know you spoke to 'Clara'.

I hate reading this section of the board. Its so depressing. People talking about there favorite Disney this and that on the other boards, and then most people have dissapointing experiences at IOA/US, on this board.

I've never had expectations of IOA/US. Even with no expectations, I'm always dissapointed by staff who doesnt care, dirty parks and general stupidity.

So sorry you had a bad time. They should have replaced your items, or at least followed up to tell you they cant. I guess Universal isnt concerned with keeping up their image....

 

[phamton]

I hate reading this section of the board. Its so depressing. People talking about there favorite Disney this and that on the other boards, and then most people have dissapointing experiences at IOA/US, on this board.

Are you reading the same board I am? The Universal/IOA board seldom has people complaining. In fact I would say the positive posts greatly outnumber the negative. Even on the Disney boards, you find people with complaints. We see far less complaints (percentage wise) over on the Universal boards than you see on the Disney forums.

I've never had expectations of IOA/US. Even with no expectations, I'm always dissapointed by staff who doesnt care, dirty parks and general stupidity.

Wow, talk about your bias showing! The last two years, while Universal parks are getting cleaner, Disney is getting less clean. I go to WDW several times a week and Universal at least weekly and your statement couldn't be further from the truth. The staff has always gone out of their way to be pleasant at Universal. Stupidity? Well I do agree there but not from Universal. It's people that haven't gone in years or already have their minds made up about Universal.

You never see those of us on the Universal board going over to the Disney forums here and bashing Disney and yet, the pixie dust sniffing crowd feel it is their duty to bash Universal on the Universal forums.

Keeva had a legtimate complain and I feel she expressed it well. There is a reason she has not received a reply from Universal that I won't go into here as I have sent her a PM. But I can assure you that Universal is quite eager to address her problems and make it right.

 

[greenyskp]

Are you reading the same board I am? The Universal/IOA board seldom has people complaining. In fact I would say the positive posts greatly outnumber the negative. Even on the Disney boards, you find people with complaints. We see far less complaints (percentage wise) over on the Universal boards than you see on the Disney forums.



Wow, talk about your bias showing! The last two years, while Universal parks are getting cleaner, Disney is getting less clean. I go to WDW several times a week and Universal at least weekly and your statement couldn't be further from the truth. The staff has always gone out of their way to be pleasant at Universal. Stupidity? Well I do agree there but not from Universal. It's people that haven't gone in years or already have their minds made up about Universal.

You never see those of us on the Universal board going over to the Disney forums here and bashing Disney and yet, the pixie dust sniffing crowd feel it is their duty to bash Universal on the Universal forums.

Keeva had a legtimate complain and I feel she expressed it well. There is a reason she has not received a reply from Universal that I won't go into here as I have sent her a PM. But I can assure you that Universal is quite eager to address her problems and make it right.

For awhile AAA offered a FL resident disco pass. 100 bucks for unlimited access to both parks (black out dates of course) I live 2 hours from Orlando. And Last year lived just 30 minutes. My family bought the passes. I went probably about 30 times to both parks. Definitly getting my moneys worth... My family also buys Disney AP's every year as well. We did disney about 40 times that year.

I dont think im biased. I KNOW I had more fun at Disney that year then I had at US/IOA. I am a SEASONED veteran when it comes to both parks. Aside from last year, ive been at least once a year since the late eighties to IOA/US. It was always apart of my families trips to Disney. I like IOA because I enjoy thrill rides. I like Universal because the architecture and atmosphere are fun.

But IN MY OPINION (and yes, although i frequent the Disney boards more then these, and i am ALLOWED to have an OPINION, and your ALLOWED to DISAGREE with my opinion...) Disney just has more to offer me. Ive NEVER had an issue with a cast member. Yet I have plenty of issues with IOA/US employees everytime i've been. My favorite example:

Hanging out with my friend jenn, who works on POTC at MK, we went to IOA. We walked through the gates. I acknowledged the employee by giving them a hearty hello! The girl looked at me, rolled her and eyes and said hi. I chuckled and asked her if she was having a bad day. She said 'youd be having a bad day too if you hated your job'. My mouth formed an "O". We walked away, my friend explaining how she would have been reprimanded on the spot for telling a guest she was having a bad day. There are no bad days for cast members at Disney.

To me, IOA and US seem like just another job for their employees, while Disney employees hold their jobs sacred, and act like they are coveted postions.

Everywhere you go there are going to be good and bad experiences, I was merely saying from MY experience, most people get so turned off by IOA/US that they never go back.

Disney is magical to me.
IOA/US is like every other theme park in america. I wouldnt be that affected if they closed it.

Wait wait... i would be... because then all of those people would be at Disney....

Im sorry you took my post as a personal attack. I didnt mean it that way. Its unfortunate the OP had a bad experience. Ive had good days at US/IOA, they just dont compare to my good days at Disney.

You might think differently... and thats ok.

 

[phamton]

I am a SEASONED veteran when it comes to both parks.

As am I.

But IN MY OPINION (and yes, although i frequent the Disney boards more then these, and i am ALLOWED to have an OPINION, and your ALLOWED to DISAGREE with my opinion...)

I would ask you or anyone to post your exact post on one of the Disney forums but change "Universal" to "WDW" and watch the flames begin. I can guarantee you that they would be a lot more harsh in replying to your post there. We tolerate criticism quite well here, much more so than the Disney people do on their boards.

Ive NEVER had an issue with a cast member.

Really? Well I have but I won't be posting the story on the Disboards.

Yet I have plenty of issues with IOA/US employees everytime i've been.

Everytime? That alone reveals a bias.

There are no bad days for cast members at Disney.

Come on! Do you really expect me to believe that there are no bad days for cast members? I suggest you read this board: http://www.stupidguesttricks.com/vb3/index.php
It will be a real eye opener. Also while you are there, be sure to look at the active forums. The Disney forums are very active and the "other theme parks" is virtually dead. Read just how magical the cast members are at Disney and read just how they have treated their guests.

Also everyday on the DisBoard there is a complaint about a not-so-magical cast member. Maybe once a month we read of a not-so-nice team member at Universal.

To me, IOA and US seem like just another job for their employees, while Disney employees hold their jobs sacred, and act like they are coveted postions.

Once again, I direct you to the link above to see just how sacred and coveted that the CMs see their jobs.

most people get so turned off by IOA/US that they never go back.

Most? I seriously doubt that "most" get turned off. From reading this board and other boards I would say your statistics are waaaay off. Most of the posts I see here are from people who have never ventured off Disney property before and finally tried Universal and then were overwhelmingly surprised at how much they loved it.

You might think differently... and thats ok.

I do think differently and I doubt that I'm in the minority.

 

[Keeva]

Phamton I sent them a copy of the same e=mail I sent the first time.I copied and pasted the address from your PM. I also sent the first one from the address you posted on the boards.Maybe they will get it this time.

 

[phamton]

Phamton I sent them a copy of the same e=mail I sent the first time.I copied and pasted the address from your PM. I also sent the first one from the address you posted on the boards.Maybe they will get it this time.

Let us know how it turns out.

Bev

 

[Keeva]

The message could not be sent because one of the recipients was rejected by the server. The rejected e-mail address was 'guestservices"@universalorlando.com'. Subject 'Bad Trip', Account: 'mail.bellsouth.net', Server: 'mail.bellsouth.net', Protocol: SMTP, Server Response: '553 Invalid address syntax', Port: 25, Secure(SSL): No, Server Error: 553, Error Number: 0x800CCC79


Phamton Maybe you can forward the message on to them since I can't seem to get thru.Here is the message I sent to them


I am not writing you to get anything comped.I am only writing to inform you of some problems I encountered while I was there.We had the 5 day tickets.We were a party of six.My Husband 51,myself48,my son 28,and 3 grandchildren ages 4,8,& 12.We attended Universal Studios on 4/5/05.while in line for Earthquake there was a very obnoxious drunk,that to the top of his lungs berated his wife .He was using racial slurs, preceding his words with GD ,F,& finally after he used the MF word several times the crowd called him down .,After the crowd called him down two ride attendants came to ask the man if there was a problem,to which of course he denied,so they left him to board the ride ,and all the other people in line to try to avoid being in the same row with him. I never once saw security.The next day we went to Islands of Adventure.Upon leaving the park that day my 4 year old laid down his Spiderman Spinner & SpongeBob&Patrick cup to purchase a rice necklace at the cart right before the exit.I did not miss them until we were back at the room.The next day I went into Guest Services to see if they had been turned in.My exact words to the girl were"I know this is a snowballs chance in you know where but my 4 year old left his spongeBob cup & Spiderman spinner yesterday,and I was checking to see if anyone had turned it in"She asked "In This Park?" and I said yes .She then sent me to lost&found.Of course they had not been turned in.She asked me as I left if lost&found had them to which I replied no.She then said We can replace them for you.And I said really? She said yes if you will fill out this form with your name and address we will take care of the rest.She then said stop back by Guest services as you leave the park today and we will have them for you.I returned to the family and told them that for the First time on this trip I was impressed.But that was short lived.When I returned to Guest Services that evening they did not know what I was talking about.That made me feel like an idiot.I encountered line jumping at both parks,but that I have seen in all my Disney trips also.The next day the kids chose to stay at the resort instead of going back to the parks.On our 14 Disney trips in the last 8 years that has never happened.They have to go in the day we get there thru the day we leave.On the last day 4/9/05 we returned to Universal to see the parade,the 12 year old went to a cart that had pretzels in their window for sale. After he had stood in line behind about 15 or16 people he get's to the cart and the worker sends him to another cart up the hill because hers were hard. You would think they would take them out of the window so people would not waste their time standing in line only to be sent to another cart.And then comes the ultimate in rudeness.As we were leaving the park after the parade that night the 12 year old wanted another Churro.He went up to a cart where the clerk was waiting on a customer.As he was walking up another man walked up ahead of him. When the clerk finished with the customer he was waiting on he turned off his light and turned his back on my 12 year old and the other man in line.That in my view is the ultimate in rudeness.In my view that is poor management and very poor customer service.This customer won't be back.

 

[phamton]

It looks like the reason it is bouncing is because for some reason there is a " that shouldn't be there. I've sent 2 emails to them today and all have gone through. The email address I have used is: guestservices@universalorlando.com


Bev