Complaint - Please help!

[RobinEJ]

Hi Everyone, Without going into too much detail, I just returned from a family vacation and was appalled at the treatment my family received at Horror Nights. Long story short, we were told our tickets were stolen and given the runaround for over an hour until the park realized that it was their own fault and that the tickets were printed with an error to the barcode!!! It was extremely embarassing and handled so improperly without even an apology to us! AND my 65 year old parents were with me to make it worse!! Anyway, I am composing a letter and need help finding someone to address it to. If anyone has a name, I would greatly appreciate it as I don't want to send it off to guest relations to get a standard response back. Thank you all, Robin

 

[phamton]

You won't get a standard reply. A real person will reply. guestservices@universalorlando.com

 

[Metro West]

Sorry that happened Robin...I'm sure Universal will make it right!

 

[Dagny]

I am really sorry for the issues you experienced on your recent trip. I am confident that guest services will respond appropriately

 

[friendnc]

Sorry to hear that happened. We've had problems with Universal in the past and they are good about making things right. Good luck!!!

 

[LEANNE1302]

Thank goodness it wasnt just me who had a bad experience at HHN!!! My family and I were there with my 9 year old son on the 24th October. We had just been to our last show (Bill & Ted, which was excellent) and were leaving the park, we got as far as Earthquake ride when one of the "scareactors" who had the chainsaw ran after my son. He totally terrified him, my son was sreaming with fear and the guy came at him again - even though he was hiding behind me!!!! I couldnt believe that a big guy of about 30 would get soooo close to a kid in America and not think of the possible consequences of his actions. I moved my son away from him and as we were leaving he started to shout abuse at my son!!!!!! I complained about it and guest services were helpful, but I dont know if they sacked the guy or not. would they tell me if I wrote and asked them, i wouldnt like to think he got to keep his job after that. this totally ruined our nite out and my son had nightmares for a couple of nights after it.

I know now this was no place for a 9 year old

 

[lorax123]

Thank goodness it wasnt just me who had a bad experience at HHN!!! My family and I were there with my 9 year old son on the 24th October. We had just been to our last show (Bill & Ted, which was excellent) and were leaving the park, we got as far as Earthquake ride when one of the "scareactors" who had the chainsaw ran after my son. He totally terrified him, my son was sreaming with fear and the guy came at him again - even though he was hiding behind me!!!! I couldnt believe that a big guy of about 30 would get soooo close to a kid in America and not think of the possible consequences of his actions. I moved my son away from him and as we were leaving he started to shout abuse at my son!!!!!! I complained about it and guest services were helpful, but I dont know if they sacked the guy or not. would they tell me if I wrote and asked them, i wouldnt like to think he got to keep his job after that. this totally ruined our nite out and my son had nightmares for a couple of nights after it.

I know now this was no place for a 9 year old

What kind of abuse did he yell at your son? Sure there are probably some things a scareactor shouldn't yell out...

BUT, the scareactors do get into character and will try to intimidate the guests. A chainsaw weilding maniac would do much worse in real life!

As you said, this wasn't the place for a 9 y.o.. I wasn't there to see what happened, but it just sounds like typical HHN. That's why HHN fans love going! Chainsaw scareactors are known for going after the weakest scardey cat of the group and relentlessly attacking them. They assume if you are bringing a child, that they are fair game. Just as good a target as a shrieking 16 y.o. girl or a big drunk guy who screams like a little girl.

If you can provide specifics on what the actor said, that would be helpful. It just sounds to me, like the guy was doing his job.

 

[momof3disneyholics]

Thank goodness it wasnt just me who had a bad experience at HHN!!! My family and I were there with my 9 year old son on the 24th October. We had just been to our last show (Bill & Ted, which was excellent) and were leaving the park, we got as far as Earthquake ride when one of the "scareactors" who had the chainsaw ran after my son. He totally terrified him, my son was sreaming with fear and the guy came at him again - even though he was hiding behind me!!!! I couldnt believe that a big guy of about 30 would get soooo close to a kid in America and not think of the possible consequences of his actions. I moved my son away from him and as we were leaving he started to shout abuse at my son!!!!!! I complained about it and guest services were helpful, but I dont know if they sacked the guy or not. would they tell me if I wrote and asked them, i wouldnt like to think he got to keep his job after that. this totally ruined our nite out and my son had nightmares for a couple of nights after it.

I know now this was no place for a 9 year old

That's why it is a PG-13 event. They are suppose to scare you. That is why they are called scareactors. I hate it when people take children there and then get upset because their children were scared.

 

[KatiebugsMom]

That's why it is a PG-13 event. They are suppose to scare you. That is why they are called scareactors. I hate it when people take children there and then get upset because their children were scared.

First to mother of the 9 year old, I am sorry to hear about your bad experience. I am sure up until that point you were having a hauntingly good evening. I only hope that in the future you will again enjoy Haunted activities. Not all Halloween Attractions think they have to have chainsaws to be scary! I do agree though in the future preplanning and checking on age restrictions does make for better experiences.

Now as for the above quote. I do not agree that people should not be upset when a "scareactor" is out of line or goes toooo far. And I can say that with 10 years of experience in the Haunted Attraction industry with roles as customer service, manager and yes a "scareactor". A scareactor has a responsibility to read their audience and know when enough is enough. Get the scare and move on. Continuous torture is not a scare and is not fun! Hey I love getting a good scare and putting another notch on my belt as any scareactor would, but I also want that customer to have a good time and come back next year and bring friends!!! That is how the bills are paid and I can keep doing what I like.

Over the years I have seen it all, good and bad! If I had seen that episode happen that mother would not have had to complain because I would have been looking for the scene manager myself and reporting it. Yes you are warned ahead of time by the park that you will be scared, but there are fine lines you do not cross as a "scareactor".

 

[lorax123]

First to mother of the 9 year old, I am sorry to hear about your bad experience. I am sure up until that point you were having a hauntingly good evening. I only hope that in the future you will again enjoy Haunted activities. Not all Halloween Attractions think they have to have chainsaws to be scary! I do agree though in the future preplanning and checking on age restrictions does make for better experiences.

Now as for the above quote. I do not agree that people should not be upset when a "scareactor" is out of line or goes toooo far. And I can say that with 10 years of experience in the Haunted Attraction industry with roles as customer service, manager and yes a "scareactor". A scareactor has a responsibility to read their audience and know when enough is enough. Get the scare and move on. Continuous torture is not a scare and is not fun! Hey I love getting a good scare and putting another notch on my belt as any scareactor would, but I also want that customer to have a good time and come back next year and bring friends!!! That is how the bills are paid and I can keep doing what I like.

Over the years I have seen it all, good and bad! If I had seen that episode happen that mother would not have had to complain because I would have been looking for the scene manager myself and reporting it. Yes you are warned ahead of time by the park that you will be scared, but there are fine lines you do not cross as a "scareactor".

We don't even know for sure if the scareactor was 'out of line.' We don't have any specifics on the occurance. It could honestly be a guest over reacting. I know that never happens, but maybe, just maybe, that could be the case.

This is a PG-13 event. When I go, I expect the SA's to push the limits of the guests. If I get scared, don't wimp out and leave me alone. PUSH HARDER! Honestly, I want to be terrified.

 

[LEANNE1302]

to those of you who have been sympathetic to my son's plight I thank you. to those of you who think I am overreacting don't even bother replying to this!!! I am not some mother who mollycoddles her son what I am is a mother who was seriously p****d off that some guy thought he could get a little to close to her son and get off on him being hysterical, not just crying a little but hysterical. The other scareactors in that area were excellent and when they saw how upset he was backed off, one guy just made a scary face at him when he saw how petrified he was rather than use his chainsaw. Yes I am well aware they are doing a job but to verbally abuse someone regardless of what the abuse was, when you are being paid to do a job, is not on at all. My only concern at the time was to get my son "home" if you can call a hotel home and calmed down. In hindsight I should have had the guy sacked and arrested.

to laugh at a child who is hysterical, call him a wimp, tell him he would be better off with Mickey and then attempt to get at the child while he is hiding behind his mother as he is so terrified is not doing the job you are paid for it is crossing boundaries that no person should ever cross with someone they do not know. the characters in the houses arent even allowed to touch people as they jump out so what makes the other employees any different.

 

[ChrisFL]

I'll just continue my advice as I have in years past for people thinking of going to HHN, PLEASE DO NOT bring kids under the age of 12-13 because it IS SUPPOSED TO BE SCARY!! Clearly you brought your son to the event even though the warnings were posted that there are things that could be very intense and frighten children.

It's the #1 event in the country for halloween and its because of how the scareactors interact with the guests.

If the scareactors start second guessing themselves about every guest they could scare, then the entire event wouldn't work.

 

[lindalinda]

to those of you who have been sympathetic to my son's plight I thank you. to those of you who think I am overreacting don't even bother replying to this!!! I am not some mother who mollycoddles her son what I am is a mother who was seriously p****d off that some guy thought he could get a little to close to her son and get off on him being hysterical, not just crying a little but hysterical. The other scareactors in that area were excellent and when they saw how upset he was backed off, one guy just made a scary face at him when he saw how petrified he was rather than use his chainsaw. Yes I am well aware they are doing a job but to verbally abuse someone regardless of what the abuse was, when you are being paid to do a job, is not on at all. My only concern at the time was to get my son "home" if you can call a hotel home and calmed down. In hindsight I should have had the guy sacked and arrested.
to laugh at a child who is hysterical, call him a wimp, tell him he would be better off with Mickey and then attempt to get at the child while he is hiding behind his mother as he is so terrified is not doing the job you are paid for it is crossing boundaries that no person should ever cross with someone they do not know. the characters in the houses arent even allowed to touch people as they jump out so what makes the other employees any different.

It is too scary for a 9 year old, I agree. If you feel that the guy was out of line I would definitely tell Guest services about it , so that he will know and do a better job next time. Having him sacked and arrested is WAY over the top tho. You took a nine year old to a PG13 event. If you took him too a PG-13 movie who would you sack or have arrested if he was scared?

 

[lorax123]

Sorry if you feel we are being callous. But, we've heard many, many complaints from parents that have taken their young children to the event and felt the scareactors were too hard on the kids.

The reason I, and many others, love this event is that it is adult oriented.

The alcohol, the scantily dressed women, the non-stop gore and violence... It's all great!

 

[AlexandNessa]

to those of you who have been sympathetic to my son's plight I thank you. to those of you who think I am overreacting don't even bother replying to this!!! I am not some mother who mollycoddles her son what I am is a mother who was seriously p****d off that some guy thought he could get a little to close to her son and get off on him being hysterical, not just crying a little but hysterical. The other scareactors in that area were excellent and when they saw how upset he was backed off, one guy just made a scary face at him when he saw how petrified he was rather than use his chainsaw. Yes I am well aware they are doing a job but to verbally abuse someone regardless of what the abuse was, when you are being paid to do a job, is not on at all. My only concern at the time was to get my son "home" if you can call a hotel home and calmed down. In hindsight I should have had the guy sacked and arrested.

to laugh at a child who is hysterical, call him a wimp, tell him he would be better off with Mickey and then attempt to get at the child while he is hiding behind his mother as he is so terrified is not doing the job you are paid for it is crossing boundaries that no person should ever cross with someone they do not know. the characters in the houses arent even allowed to touch people as they jump out so what makes the other employees any different.

Sorry, let me understand .... only people who agree with you are allowed to reply to a thread that you've hijacked?

I agree with lindalinda that having the guy sacked and arrested would probably be over the top. One could even argue that someone could have called DYFS on you for bringing your child to an event that you were clearly warned was for an older crowd.

Without knowing the actual events (after all, we've only heard your side of the story and were not witness to the events), I cannot condemn what happened.

I love HHN. I think Universal does a GREAT job of warning folks that it's a PG13 event and that it may be too intense for children under the age of 13. I, for one, hope that Universal doesn't kowtow to parents who have inappropriately brought their child to the event and dumb-down HHN as a result of their complaints. If I want silly giggles instead of being afraid to the point where I might pee my pants, I'd go to Disney.

To the OP, so sorry your thread was hijacked. Please come back and let us know if you've received a response from Universal.

 

[wendy darling]

Thank goodness it wasnt just me who had a bad experience at HHN!!! My family and I were there with my 9 year old son on the 24th October. We had just been to our last show (Bill & Ted, which was excellent) and were leaving the park, we got as far as Earthquake ride when one of the "scareactors" who had the chainsaw ran after my son. He totally terrified him, my son was sreaming with fear and the guy came at him again - even though he was hiding behind me!!!! I couldnt believe that a big guy of about 30 would get soooo close to a kid in America and not think of the possible consequences of his actions. I moved my son away from him and as we were leaving he started to shout abuse at my son!!!!!! I complained about it and guest services were helpful, but I dont know if they sacked the guy or not. would they tell me if I wrote and asked them, i wouldnt like to think he got to keep his job after that. this totally ruined our nite out and my son had nightmares for a couple of nights after it.

I know now this was no place for a 9 year old

No, Universal would not tell you if they terminated one of their employees, based on your situation. It would be private information that they cannot legally share with you, nor should they. This event is a PG-13 event. and it is PG-13, for a reason. I am sorry that your son was bothered by the actor's actions. Contact guest services so they can be made aware of what happened.

 

[ky07]

Don't want to sound mean but to have an scare actor to be fired over doing his job is wrong.
If it is posted that it is pg-13 and you go right ahead and take a 9 year old then as a parent that is a bad move on your part cause I am a parent and my youngest DS is 11 and I would not take him cause I know he could not handel it.
So chalk it up to a bad move on your part and leave the actor alone so that he doesn't loose his job on your bad judgement.

 

[inkkognito]

Don't want to sound mean but to have an scare actor to be fired over doing his job is wrong.
If it is posted that it is pg-13 and you go right ahead and take a 9 year old then as a parent that is a bad move on your part cause I am a parent and my youngest DS is 11 and I would not take him cause I know he could not handel it.
So chalk it up to a bad move on your part and leave the actor alone so that he doesn't loose his job on your bad judgement.

Amen to that!! I don't want to sound mean either, but there are warnings and disclaimers on the website and materials that this is not an event for children. Those, plus the fact that there are no discounted children's tickets, are for a reason. I marveled almost every night at the people storming out of the Rocky Horror Tribute show with their kids. Uh, duh!! Did they not listen to the warnings at the beginning?

Sorry not to be sympathetic, but I don't want to see HHN dumbed down because people don't check out what they are getting into and them blanket Guest Services with complaints. It is NOT an event for a 9-year-old.

 

[PlutoLuvr]

Somebody brought their nine-year-old kid to HHN and they're pissed because their kid was terrified by the scareactors?

Are they foreign? Is English their second language? This isn't a children's event. The competition across the street has a much tamer party that the smaller kids (in addition to older) can enjoy.

I keep thinking back to the "stars" of HHNs, Freddy, Jason, Michael. I wouldn't let my nine-year-old watch those movies, so you can bet I wouldn't take my nine-year-old to meet them in an event that is clearly stated it's meant for older kids and adults. If by some chance, I didn't catch hearing or reading that this is not an event appropriate for small kids and then brought my kid who was traumatized with fear, I'd be the one eating crow.

I know you said not to reply, but, oh, well. Such be life in the big city. You can't really expect to post something like this on a public forum and not get called out on it.

 

[ky07]

Somebody brought their nine-year-old kid to HHN and they're pissed because their kid was terrified by the scareactors?

Are they foreign? Is English their second language? This isn't a children's event. The competition across the street has a much tamer party that the smaller kids (in addition to older) can enjoy.

I keep thinking back to the "stars" of HHNs, Freddy, Jason, Michael. I wouldn't let my nine-year-old watch those movies, so you can bet I wouldn't take my nine-year-old to meet them in an event that is clearly stated it's meant for older kids and adults. If by some chance, I didn't catch hearing or reading that this is not an event appropriate for small kids and then brought my kid who was traumatized with fear, I'd be the one eating crow.

I know you said not to reply, but, oh, well. Such be life in the big city. You can't really expect to post something like this on a public forum and not get called out on it.

That is another point I wanted to bring up and you did and that is she didn't want anyone to comment on this.
Is it because she knew she was in the wrong and the actor was only doing his job ???? or did she make a comment to the actor that caused him to comment to her and he was defending himself and she is not telling everyone that part of it.
Anyway just wondering.