Horrible Experience In Universal Orlando

[mom22bless]

This doesn't ring "right" to me. I suppose it's possible, but it's not at all common or appropriate for a guest services person to badmouth another employee in front of a guest or mention something like that publicly. Sorry, but I just can't see a guest relations person saying this in front of a guest.

I've seem people do this many times.

 

[Tink's Tormentor]

I visit both Universal and WDW so I have no bias when it comes to employees of both places. Just to set that straight right away.

I have encountered rude behavior at both resorts but I have to say that it's been minimal. I haven't had any issues at Universal during several visits and have at times been surprised by how nice many people were. That's been my experience, sorry that you ran into a string of grumpy employees.

Cancelling so suddenly does seem a bit extreme but of course none of us were there and none of us experienced what you did. Have you ever encountered rude behavior on the part of a Disney castmember? How did you handle that? I admit that I only read the beginning and end of this thread so if I missed that I apologize.

As for people always defending Universal no matter what, I think that you will find that to be true for any resort. They all have their fans, some more devoted than others. Those that I read on this thread do make good points though, in my opinion of course.

Yes, I have encountered rude CMs at Disney... I ignored them and walked away... I was never spoken down to like I was a mentally challenged child in Disney... And remember, I did ignore the attitudes and rudeness of the 4 or 5 employees prior to the final straw... And this wasn't the first time I encountered attitude at Universal... If the employee was just rude, I don't think it would have bothered me to the point of complaining about it.. The fact that she spoke to me, and to the group, like we were, not to offend anyone but, retarded, pushed me over the edge... Even if she was having a bad day, you don't talk t your customers like they are brain dead morons...

You can bet your last bottom dollar that if a Disney CM ever spoke to me like that I'd have their name and report them too....

Please read the whole thread... I cancelled my AP after receiving major attitude from a Guest Services manager, who really did not have to but her nose into the business... it was being handled very nicely by the female at the GS desk...

I know that there are staunch defenders of Disney out there as well... They act like Disney can do no wrong.. Just like some of the people posting in this thread.. Acting like Universal is a Utopia where the employees are angels... WRONG!!! I have run into more rude and abrasive employees in Universal than Disney, Sea World, and Six Flags combined...

 

[Tink's Tormentor]

Wow.....you all seem really harsh. This person had many problems......none he caused.

It is alright that they are harsh toward me... They feel the need to defend their beloved Universal.. It is all good...

 

[Tink's Tormentor]

I've seem people do this many times.

Ohh not at Universal.. Never at the most perfect park on earth, where the employees have no attitudes, are never rude, and their managers are the best on the planet.. Come on now..

yes people these last two posts are SARCASM!!!

Again, HAPPY NEW YEAR!!!!

 

[phamton]

I don't think that Universal employees are perfect but some parts of your post are confusing me. First of all, the guest service person would not be saying that the team member has had numerous complaints because, frankly, they have no way of accessing that information. Complaints go to the managers of the attraction and the manager might know but the Guest Service coordinator would not know that information. Guest Services does not have a file to look up complaints listed for certain team members. Possibly the supervisor at the Simpsons ride would have that information but not Guest Service coordinators. That is confidential information that they are not given.

But the main confusion I have is how upset you were because they canceled your annual pass. You asked them to. If they had refused, we'd most likely be seeing a post saying "I demanded that Universal cancel my annual pass and they refused!"

You mentioned that you were on a flex-pay contract. You pay a small amount each month and can visit as many times each month as you want to. So essentially, for your $15 monthly payment, you could visit 31 times in one month which is less than 50 cents a visit. That is why Flex-pay contracts are non-refundable and are also not canceled until the yearly contract ends. If the contracts could be canceled so easily, people could get a flex-pay contract, pay their $15 and spend their 2 weeks vacation at the parks and then cancel. In your case, they made an exception to cancel (which you requested and were granted.)

As far as the treatment you received by team members, any discipline whether firing or whatever, would be handled by the manager of the attraction not by guest services. GS just takes the information and makes sure it is given to the proper person who handles it. As far as I can tell, the only thing you requested was to cancel your annual pass, which they did for you. The team members that offended you will have their discipline done in private. They don't do public floggings except at the Shrek attraction.

 

[pixeegrl]

I kinda think the thread should be closed, I thought everyone got everything straight with little to no hurt feelings and then someone will come by and not necesarilly read the whole thread and it starts up again ya know?
HAPPY NEW YEAR EVERYONE!!!!!

 

[donaldduck352]

I kinda think the thread should be closed, I thought everyone got everything straight with little to no hurt feelings and then someone will come by and not necesarilly read the whole thread and it starts up again ya know?
HAPPY NEW YEAR EVERYONE!!!!!

I agree pixie.Its like

Let it be over-Please!!

 

[Tink's Tormentor]

I don't think that Universal employees are perfect but some parts of your post are confusing me. First of all, the guest service person would not be saying that the team member has had numerous complaints because, frankly, they have no way of accessing that information. Complaints go to the managers of the attraction and the manager might know but the Guest Service coordinator would not know that information. Guest Services does not have a file to look up complaints listed for certain team members. Possibly the supervisor at the Simpsons ride would have that information but not Guest Service coordinators. That is confidential information that they are not given.

Well, she did say that in front of me. And if she took several complaints about that same employee, don't you think she would know how many complaints about that girl came in? Logic would say, she would know, right???

But the main confusion I have is how upset you were because they canceled your annual pass. You asked them to. If they had refused, we'd most likely be seeing a post saying "I demanded that Universal cancel my annual pass and they refused!"

You didn't read it right. I ASKED for them to cancel the AP, I was not upset that they did... Why would I be upset with them cancelling it if I ASKED for it?? I was upset with the way we were spoken to and treated.

You mentioned that you were on a flex-pay contract. You pay a small amount each month and can visit as many times each month as you want to. So essentially, for your $15 monthly payment, you could visit 31 times in one month which is less than 50 cents a visit. That is why Flex-pay contracts are non-refundable and are also not canceled until the yearly contract ends. If the contracts could be canceled so easily, people could get a flex-pay contract, pay their $15 and spend their 2 weeks vacation at the parks and then cancel. In your case, they made an exception to cancel (which you requested and were granted.)

They will stop the flex plan ANYTIME in that contract AFTER the first year is over.. Since I bought in April of 2007, and the first year ended April 2008, They were able to cancel the flex plan. They did not do anything so special as you assume.

As far as the treatment you received by team members, any discipline whether firing or whatever, would be handled by the manager of the attraction not by guest services. GS just takes the information and makes sure it is given to the proper person who handles it. As far as I can tell, the only thing you requested was to cancel your annual pass, which they did for you. The team members that offended you will have their discipline done in private. They don't do public floggings except at the Shrek attraction.

I did not request the girl be fired. Nor did I request any discipline of this employee done in front of me. Where in my posts did I ever say I requested anything else other than my AP be cancelled AFTER the manager of GUEST SERVICES copped an attitude with me?? I never call for anyone to be fired.. I am sure the employee was spoken to. Especially since we spoke with the manager of attractions for the Simpsons ride.

 

[Tink's Tormentor]

I kinda think the thread should be closed, I thought everyone got everything straight with little to no hurt feelings and then someone will come by and not necessarily read the whole thread and it starts up again ya know?
HAPPY NEW YEAR EVERYONE!!!!!

I agree pixie.Its like

Let it be over-Please!!

I did say I think this thread ran its course. But, we kept getting drawn back in...

 

[donaldduck352]

I did say I think this thread ran its course. But, we kept getting drawn back in...

So thats it its over??
Please mods!!

 

[Tink's Tormentor]

So thats it its over??
Please mods!!

The only reason to keep it open I guess is for others to post similar experiences...

 

[phamton]

Well, she did say that in front of me. And if she took several complaints about that same employee, don't you think she would know how many complaints about that girl came in? Logic would say, she would know, right???

There are several thousand employees at Universal. The chance that the same Guest service coordinator had taken numerous complaints about one team member would be highly unlikely. Not to mention, actually remembering the name of the team member.

They will stop the flex plan ANYTIME in that contract AFTER the first year is over.

That is not correct. The request to cancel the contract must be in writing before the year ends. Once a new year starts on the pass, it is an automatic renewal for another year.

They did not do anything so special as you assume.

Actually they did. I'm not assuming anything. It is not a month by month basis on the flex-pay even after the end of a year. It is a year by year basis.

Where in my posts did I ever say I requested anything else other than my AP be cancelled AFTER the manager of GUEST SERVICES copped an attitude with me??

The only thing you said about the manager is that they didn't try to talk you out of canceling. I'm not sure what attitude they displayed. You never mentioned what they did. I'm sorry that you were talked down to by the attraction team member and you certainly did the correct thing by going into guest services. But when you said you "stormed" into guest services and was upset when they didn't try to talk you out of canceling, I just am missing what the attitude is. The GS manager is usually not called unless the GC coordinator wasn't able to resolve your problem for you. Your post stated that the regular GS person was doing a good job so I'm just not understanding why she called her manager to start with unless you were still upset with how she was handling things.

Edited to add: Please call Guest services at 407-224-4233 if you don't think they handled your situation correctly. They are there to help not to make you more upset.

 

[disneygal55]

Happy New Year to all! I hope that all Disney and Universal fans can unite in
peaceful co-existence. I have had nothing but good fortune with guest services at Universal and most of the cast members. That said I was really ticked at a Universal employee last June. It was at the Jaws where I asked a cm to PLEASE sit me where I wouldn't get drenched...I have seen people get completely soaked. I'll leave that fun for the young. She snickered and sat me in the wettest seat area...definitely done on purpose. They need to treat people with respect.

 

[Planogirl]

I have thankfully never encountered rudeness like this at Universal. However I definitely think that it's wise to complain to higher ups when employees are rude wherever they may be but the fact that you compare the employees at Universal to those at Six Flags speaks volumes IMO. But to each their own.

Happy new year.

 

[GuestServicesMonkey]

i am an employee. I got off at 8. As I was walking thru the park to leave a guest approached me about a situation. I thought it was a valid issue and backdoored them on the simpsons to try to make their day better. I did explain I was 'off the clock' and couldn't fully address their issues and directed them to the guest services office to speak further. This took me 30 minutes of unpaid time. I did it because I care even though I wanted to get to my festivities this evening.

Issues do happen, both at disney and universal. GS is there to help fix them.

 

[lacrosse_lady72]

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.

You couldn't put it any better.

 

[micksterlee]

I was at the Nemo show in AK at WDW and a CM which happened to be an older gentleman was actually yelling at people as they entered the theater.He was scolling as he shouted "move on down to the end of the row, it is hot and a lot of people have to fit in here."One lady in our row refused to move down because she wanted to be in the middle and he went off on the whole row about it isn't all about me here it is a group effort.I thought the guy was way out of line for Disney but i didn't go running to the desk asking for refunds.

Reminds me of "If you don't treat me like a Princess I will take my toys and go home."

 

[Tink's Tormentor]

I was at the Nemo show in AK at WDW and a CM which happened to be an older gentleman was actually yelling at people as they entered the theater.He was scolling as he shouted "move on down to the end of the row, it is hot and a lot of people have to fit in here."One lady in our row refused to move down because she wanted to be in the middle and he went off on the whole row about it isn't all about me here it is a group effort.I thought the guy was way out of line for Disney but i didn't go running to the desk asking for refunds.

Reminds me of "If you don't treat me like a Princess I will take my toys and go home."

Ok, wll, let me address this real quick... He didn't yell and talk down to you right??? Well, if this person didn't talk down to me, I wouldn't have complained either... However, she did... So, I felt I had a right to go complain... Different cases... Different ways to respond, not even a valid argument...

 

[Tink's Tormentor]

There are several thousand employees at Universal. The chance that the same Guest service coordinator had taken numerous complaints about one team member would be highly unlikely. Not to mention, actually remembering the name of the team member.

Ok, so, if this girl at Guest Services handled say 5 complaints prior to mine, and all the people mentioned the same name and same ride that the incident took place, you don't think a bell would ring in some one's head and they may remember other complaints?? I think any smart, intelligent person would remember, unless she didn't handle the other complaints... My assumption would be she handled several, and remembered them.. Unless, you are not giving Guest Services enough credit..

That is not correct. The request to cancel the contract must be in writing before the year ends. Once a new year starts on the pass, it is an automatic renewal for another year. Actually they did. I'm not assuming anything. It is not a month by month basis on the flex-pay even after the end of a year. It is a year by year basis.

Are you Guest Services? Are you a rep for Guest Services? Or are you someone who just visits the park? I am curious since you seem to know so much about how they operate. When I requested the AP cancelled, the girl at the desk told me it isn't something SHE had no access to. Her manager, who was already over by the desk actually had to put the request in. And she did. She asked me WHEN DID YOU BUY THE AP? When I told her April 2007, she said OK, NOT A PROBLEM. When I got home and called Guest Services to see if they could refund the money I was already paid, and expressed how I was shocked no one tried to even talk me out of cancelling the AP, the manager on the other end of the phone told me that the money couldn't be refunded (not a problem, I didn't press the issue since I already knew the money couldn't be, but it didn't hurt to try), and he also said that per the contract of FLEX PAY, I was able to cancel at anytime AFTER THE FIRST YEAR, which, in my estimation, October 2008 is after April 2008, so my first year was already up.. I wouldn't have been able to cancel the pass anytime during the first year according to Guest Services.. I would assume THEY know what they are talking about...

The only thing you said about the manager is that they didn't try to talk you out of canceling. I'm not sure what attitude they displayed. You never mentioned what they did. I'm sorry that you were talked down to by the attraction team member and you certainly did the correct thing by going into guest services. But when you said you "stormed" into guest services and was upset when they didn't try to talk you out of canceling, I just am missing what the attitude is. The GS manager is usually not called unless the GC coordinator wasn't able to resolve your problem for you. Your post stated that the regular GS person was doing a good job so I'm just not understanding why she called her manager to start with unless you were still upset with how she was handling things.

She wasn't called out by the person we were speaking with... That girl was handling everything just fine. The manager came out to speak with one of the other girls working the front desk, nothing related to my issue. I didn't hear much of what they were talking about, but it seemed like she was just reviewing something on their system. More than likely it was a work related question and nothing major. After I finished telling the girl what happened, the manager started waking toward the girl and asked her what we were complaining about. The girl said, ANOTHER COMPLAINT ABOUT THE TMs AT THE SIMPSON RIDE. The manager rolled her eyes, which I didn't think was meant for us. Especially since is was ANOTHER complaint. Manager asked if it was the same girl, and the GS rep said YES. Again, nothing major. However, the GS then told her how we were met with other attitudes from Margaritaville and the character escorts. The manager looked at us and asked me what the attitudes we received were. When I told her the other incidents, and how this wasn't the first time I was ever treated with such rudeness, she made one of those PFT sounds and told me they NEVER treat their guests with any disrespect. When I said, WELL THEY DID, she came back with a response of, WE FIND IT IS ALWAYS THE PERSON WHO COMPLAINS IS THE ONE WITH THE ATTITUDE. She said it rather rudely which didn't sit well with me obviously. After that comment, I requested the AP be cancelled. I felt, at that time, I wanted nothing to do with a park who thinks their guests are idiots. Which is how I was being made to feel, except by the girl who handled our complaint.

The manager took my AP and processed the cancellation, telling me I wouldn't be charged from here on out.

Edited to add: Please call Guest services at 407-224-4233 if you don't think they handled your situation correctly. They are there to help not to make you more upset.

I did call that number when I got back from my trip. I posted as much in the thread. Remember I said I gave it a shot to see if they would refund the money I already paid to the AP? Remember I said the manager on the phone told me they couldn't but, to make it up to me, he offered me two free tickets to the parks on my next trip? There is no sense calling the number again. Thanks for that number though. I did lose it the first time I had it.

I just may have to take them up on their two free tickets offer though....

Let me just add this: When I told the manager over the phone I was shocked no one tried to talk me out of cancelling the AP, he expressed a concern about that too. He said they don't want anyone to cancel their passes, and when someone does, the first response should always be to try to correct the situation. He asked me if I felt the manager tried to fix the situation, I told him no. I mentioned to him I fell like they don't want the business, or they have no business common sense. Common sense is to try to keep customers, not push them away. I mentioned how things got to the point where my friend even returned the HHN tickets. He apologized several times, which I felt was a true, heart-felt apology, unless someone was a great actor LOL, and he again told me they don't like to lose customers and they should have done anything in their power at GS to make amends. I told him maybe their way of making amends is pushing people out the gate for good, and that is when he said, LET ME DO THIS FOR YOU. LET ME OFFER YOU TWO FREE TICKETS FOR YOU AND YOUR FRIEND TO COME AND ENJOY THE PARKS. I WANT TO HELP YOU CHANGE YOUR OPINION ABOUT US, AND SINCE THEY DIDN'T WANT TO HELP YOU CHANGE YOUR MIND AT GS, I WILL MAKE THE GESTURE.

I thought that was very nice of him to do that. Since I had no plans for another vacation at that time, I couldn't give him a time frame. He said he would leave a note on my account, and all I had to do was call up prior to my trip and they would handle the request. I thanked him for his professionalism, for the tickets, and for his understanding, and we ended the call. Everything was cordial. A direct opposite of the attitude the manager displayed in GS at the park.

With this, I am done. Thank you all for listening. Have a happy 2009!!!

 

[Tink's Tormentor]

Happy New Year to all! I hope that all Disney and Universal fans can unite in
peaceful co-existence. I have had nothing but good fortune with guest services at Universal and most of the cast members. That said I was really ticked at a Universal employee last June. It was at the Jaws where I asked a cm to PLEASE sit me where I wouldn't get drenched...I have seen people get completely soaked. I'll leave that fun for the young. She snickered and sat me in the wettest seat area...definitely done on purpose. They need to treat people with respect.

Disney and Universal people CAN live in peaceful coexistence, once they all stop drinking the Kool Aid lol...

I find most, not all, but MOST of the employees at Universal do not treat people with respect.