The Wizarding World of Harry Potter

[jonofthedeadd]

Alright guys, I'm set to file a complaint. Anyone want to proofread? xD. I'm shooting this letter out tomorrow snailmail, so if you guys want to make revisions, please make them before 2 AM PST. I suggest anyone else who's unsatisfied with Universal's way of handling this situation make a complaint letter and snailmail it to them.


June 1, 2010
Guest Services
Universal Orlando Resort
1000 Universal Studios Plaza
Orlando, Florida 32819-7610

RE: Wizarding World of Harry Potter Package

I have been an avid fan of the Harry Potter series for several years so the news of a theme park was extremely exciting. After my parents made vacation requests at work and saved up the money, we booked a Wizarding World of Harry Potter Package with a Universal Studios Representative. We were very excited to visit the park, but comments from other package holders have unfortunately changed our minds.

When we booked the package on March 4th, 2010, our representative told us all of the various perks to having the package, as listed on the Universal website at the time. Our vacation was for June 13th to June 18th at the Best Western Orlando Getaway. I was well aware that a Grand Opening date had not yet been released, but that we were still to be allowed into the park. On March 25th, when the Grand Opening date was announced to be June 18th, I once again called customer service to make sure that we would still be allowed in the park. The representative assured me that we would still get in the park and that we were “lucky” to actually be in the park before the Grand Opening as the general public would not be allowed before then. More than once, I inquired, and was assured that the general public would not be allowed into the park until June 18th. Unfortunately, that did not happen. Today, June 1st, I found out that the general public has been allowed into the Wizarding World of Harry Potter and that package holders have only been getting two hours inside the park. I am not the only package holder upset.

I’ve made several phone calls to Universal Studios with questions in regard to this. One representative told me that only package holders would be allowed. Someone else said that package holders and on-site hotel guests who booked before March 25th would be allowed. Yet another said that package holders and all on-site hotel guests would be allowed. Another representative said package holders, all on-site hotel guests, and annual passholders would be allowed. This varying information must be due to some sort of lack of communication. I am very agitated at this whole ordeal, as I believe we, as package holders, aren’t being given what we were promised. It is unfair that while Florida residents can book an on-site hotel room for tonight and get into the Wizarding World tomorrow, we had to book several months before for what we were told was an “exclusive preview.” Offering practically the same privileges to the general public is not an “exclusive preview.”

I understand that your annual passholders are your MVC’s. I also understand that people who booked the Harry Potter package only paid $15.95 extra for the Three Broomsticks breakfast. However, even though we as package holders paid hardly any more money that the general public would pay, we are entitled to an EXCLUSIVE package as stated on your website. We were promised the Wizarding World to ourselves and are upset that this is not the case. We as package holders were under the impression that the park would be open to us for the whole day, and not for a mere 2 hours. Your customer service representatives have been giving conflicting information, which reflects very poorly on the company.

For your information, the following forum has several complaints about Universal Studio’s improper handling of this situation. (this is where I put in the link to this thread, but because I don't have 10 posts, I can't post it up yet)

In closing, would you please advise me as soon as possible if Universal Studios is still interested in servicing me, or if what has happened here is your not so subtle way of telling me to vacation elsewhere.

I can understand why you're upset that the section isn't open to you the entire day, but how in the world did anyone expect Universal to properly test the ride and the area in terms of high-stress/attendance if they kept the park open to ONLY hotel guests/package holders.

Every major attraction has some sort of soft opening, and you can't do such a thing without having the general public also attend. I'm really hoping they continue the general public openings, as we planned the trip around WWOHP and its "opening late spring" status, only to find out that the WWOHP opens the day we leave.

That being said, package holders still get to be in the park prior to everyone else, they get to experience the land, and they get to ride the ride. Is there really anything more to ask for? Sounds like yanking Universal's chain just to yank it.

 

[lucyanna girl]

hi penny! I'm here with you.

Oh my gosh, I wish I had not put my Iphone up after I posted. We were on the left side facing the park. Me, my daughter, her boyfriend, and her friend Jessica who was in a wheelchair with red and white polka dot pillow and backpack.

I loved everything! But you couldn't pay me to be there when they let everyone in. We could hardly move today with a wheelchair in the shops.

Penny

 

[Magpie]

When we booked the package on March 4th, 2010, our representative told us all of the various perks to having the package, as listed on the Universal website at the time. Our vacation was for June 13th to June 18th at the Best Western Orlando Getaway. I was well aware that a Grand Opening date had not yet been released, but that we were still to be allowed into the park. On March 25th, when the Grand Opening date was announced to be June 18th, I once again called customer service to make sure that we would still be allowed in the park. The representative assured me that we would still get in the park and that we were “lucky” to actually be in the park before the Grand Opening as the general public would not be allowed before then. More than once, I inquired, and was assured that the general public would not be allowed into the park until June 18th. Unfortunately, that did not happen. Today, June 1st, I found out that the general public has been allowed into the Wizarding World of Harry Potter and that package holders have only been getting two hours inside the park. I am not the only package holder upset.

I know this is a very, very serious matter to you. But frankly I find it hilarious that you're firing off a formal letter of complaint before you've even set foot inside the park.

Unless the thought of rubbing elbows with the unwashed masses has caused you to cancel your vacation. In which case, you're quite right to send the letter now.

Oh, but before you do, I strongly advise rewording this line:

...In closing, would you please advise me as soon as possible if Universal Studios is still interested in servicing me...

 

[CLPClarinet]

Magpie

 

[Momw/aplan]

For those who went to the park today is it true what I heard, that the general public got in at 8 today right along with the package holders and on-site guests? That the package holders didn't even get exclusive early entry and yet still had to get out around 11? Is this seriously true?

 

[nodoubtrock]

I didn't look at the wording of the harry potter package back in feb/march but it was my understanding that the package was for breakfast + 1 hr early admission to Islands of Adventure. I don't even get this early admission anyway b/c your hour early will be taken up by getting to your breakfast. -i like to eat a light breakfast immediately when i wake up anyway..not a huge breakfast 1 hr after I wake up and walking across a theme park..also, you probably won't want to get on dueling dragons immediately after eating at 3 broomsticks.

Anyway, all that matters is what is written down that you agreed to. I don't get the point of calling Universal a bunch of times when it states in your package what you are entitled to..is the wording in the package that vague and hard to understand? you signed up for a breakfast, you get a breakfast.. it says early admission, you get early admission.. it doesn't mention if other guests will be allowed in later in the day or that if you just book one night there that you would be allowed in so why complain that others are being allowed in. I don't know for sure but I don't think it states anywhere that you get to be in the WWOHP for the day with just the other package holders.

 

[SmallWorld71]

I don't know for sure but I don't think it states anywhere that you get to be in the WWOHP for the day with just the other package holders.

That's what I've been thinking, too. I figured it was kind of like Disney's free dining. Yes, it gives me access to the restaurants, but that doesn't mean that there won't be other people there. But, I too may have misunderstood since we didn't purchase a package because we already have admission tickets.

 

[nerdboyrockstar]

Package holders and on-site guests were promised an hour exclusive entry into The Wizarding World of Harry Potter. Nothing more, nothing less. Universal has been offering this as promised.

 

[rjvose17]

Spidey had plenty of issues for its first year or two, and Test Track at Epcot was something like a year late in opening. I really think Uni is getting the bugs out of FJ quickly considering we rode it once yesterday, then wasted an hour waiting because it broke down. By comparison, today it was up and running from open till close, with four rides and only one minor issue (we were on our backs, not upside down). It was only for five minutes or maybe a bit more. Crazy person that I am, I was half-hoping we'd be evacuated so I would have a unique experience. But between that and the improved morning let-in, improvements are apparent in only two days.

I was prepared to maybe "like" FJ but it takes a lot for a simulator-type ride to really impress me because I am more of a coaster junkie (think SheiKra...I live to plummet 200 feet face down). I didn't really think Uni would have something on the cutting edge of techology, but after 5 rides I can truly say they do. The way that robot arm moves you around (and relatively smoothly at that) as you move seemlessly through movie screens and actual animatronics is a true work of art. Those robot arms have never been used for amusement rides other than on a very limited basis, like Sum of All Thrills or Legoland. Uni is going out on a limb with hoping they'll work at the capacity they need, and I truly hope they do. I am hard to impress but FJ was truly much more than I expected. When single riders or Express opens my butt will be on that ride a LOT.

I do think Uni misprepresented the packages and I feel sorry for the people who feel mislead or ripped off, but I can't complain personally because the change in policy allowed me to get a preview (and considering how much $$ we dropped on butterbeer, a wand, shirts, and the like, it was well worth their while).

INKKOGNITO,

Good reasoning on the review of how you felt about the ride. That's exactly how I felt too. Those kind of rides aren't typically my thing either, I love the coasters and enjoyed FJ much more than expected! I am glad to hear that you are enjoying your time in the Wizarding world!

 

[rjvose17]

Our preview wasn't for 2 hours, it was at least 4 hours on both days and we did everything we wanted to do. I didn't like having to get up at 6:00 am on vacation but I'm glad I got to enjoy the area with relatively low crowds. Although I only got to ride the FJ once, it was well worth it.

Ok thats how I felt too....at first I was really upset about the idea of NOT being able to get in, then only getting a hour or two, HOWEVER after seeing how small the area is, the fairly small crowds and the total of about 5 hours in two days that I have spent in the WWOHP, I would take that over the craziness that it's going to be once the GP is let in. I had plenty of time to experience and take pictures and do what I wanted. I think those who haven't been in don't understand the cramped spaces and massive wait lines that they are going to have to endure.

However to be fair to those who haven't been in yet, maybe I would be singing a different tune if I had been denied access and hadn't had my chance.

I can't wait for the GP to get in and see the posts here on the boards!!

 

[Dax]

I think it may be officially time for me to check out of this thread...

 

[Momw/aplan]

My package breakfast reservation isn't until 9:30. You could choose 8, 8:30, 9, or 9:30 at the time of booking.

I was told repeatedly by Universal that package holders would be allowed into the area at 8am, onsite guests at 8:30 and then (once the GO announcement was made and I called back to see how that affected my vacation) i was told that GP would be allowed in at 9 if they were doing softs by then--and if not, well then hey, "we had the golden ticket" and we'd get to have the whole place practically to ourselves. <-- yes, they DID tell me that.

From what I'm hearing though, everyone got in at 8 today. ??? (EDIT: Okay. I'm looking back over the Twitter and forum postings about this morning and there were only 2 vague reports of GP in at 8. So, maybe they basically squeaked by undetected and it wasn't actually open to GP until 9. I don't know for sure though.)

We will be in the park on the 15th and 16th which I'm expecting to be quite busy as schools will be out by then, word will have spread of any soft openings happening, and the crowd will be building up towards the GO. I was kind of counting on having lower crowds for the first hour so we could ride a few rides and maybe do Olivander's before our bkfst reservation especially since there hasn't been any indication as to whether they'll allow us to stay past 11am or not by then. So, if our time was going to be so limited I hoped that at least surely it would be low crowds for those few hours.

I'm hoping today was a fluke and that my vacation is not actually going be the way it's shaping up to be: No exclusive time whatsoever (everyone in at 8), with huge pre-go crowds and then also get kicked out at 11-12 to boot. Oh, yeah, plus I just learned today that IOA will be closing at 6pm on our second day there (yes, the WHOLE park).

At this moment I'm not exactly feeling like we'll be anywhere close to getting our money's worth out of this vacation. Our two days in the park are costing us almost as much as we spent for 6 days on-site Deluxe at Disney last year (including Free Dining). And we were allowed into ALL the areas of Disney ALL day every day of our visit until quite late at night.

I've been trying to give things a few days this week to see if everything levels out and gets consistent before I jump to any conclusions about what I can expect, but I'm just about sick of the constant emotional ups and downs of this whole pre-vacation experience and of not knowing at all what to expect.

I'll see how things go tomorrow. If I'm not feeling comfortable about it then I will call Universal to see what kind of explanation they have to offer. If I'm not satisfied with what they have to say, then I'll write my letter of complaint. And if I STILL don't feel satisfied with whatever they have to say in response I WILL be filing a complaint with the Better Business Bureau.

 

[Planogirl]

I see that this thread is still negative. Like Dax I'm outta here....

 

[WWEDUDE]

Sooo, I went to the park this morning, and visited WWOHP, I figured I would post a review, so warning: minor spoiler alert.

----
Hogmeade:

I thought Universal did a good job making it magical, entering and having the steam come off the train. Honeyduke's/Zonko's was a fun shop, lots of bells and whistles in Zonkos, and they welcome you with shouting and bell ringing. Some cool little things in here, including Sneakoscope (I got one of those) and some prank stuff. Honeydukes had lots of candy, including bulk and some fancy HP treats. Including Chocolate Frogs, Peppermint Toads, Chocolate Cauldrons, and other exclusive items. Olivanders was a cool experience, a very quaint shop, and they allow a set number in at one time. One person gets the wand to choose them, which is neat. Some cool effects in here, then you enter the Owl Post where you can buy a wand. Dervish and Banges has clothing, brooms, and other HP stuff. You can also see the Monster Book of Monsters. The Hogs Head Pub was very pub-like, and the hogs head looks cool. I didn't get to check out the Three Broomsticks, though. I stopped on the butterbeer cart on the way out, and I loved this drink. The foam on top was great, and the drink was very light. The empty patio of the Three Broomsticks was a great place to enjoy it.

Dragon's Challenge:
Walking through the arch, you follow a path filled with signs for the contestants of the Triwizard Tournament. After seeing the Light Blue Ford from the movies, you enter the castle, which welcomes the Triwizard Tournament contestants, you are then in the Champions Tent with the Goblet of Fire (which was not working). From there it is basically a cave, like DD. You do get to see the Triwizard Cup, Golden Eggs, and Floating Candles. It was a good experience, but not that much of a retheme.

Flight of the Hippogriff:
I decided to try this, being it was walk-on. You see Hagrids Hut, then you are basically on the ride. After leaving the station, you can bow to an AA Hippogriff.

Forbidden Journey:
Obviously the highlight of the section, and with good reason. The line is spectacular, going through the dungeons, green house, portrait room, Dumbledore's Office, DATDA Class Room, and more! Boarding has a moving walkway, and it seems like it was fast moving. I won't give away the ride, but it is quite fun. On the way out you enter Flitch's Emporium with tons of HP Stuff.

----

Sorry for the quick report, but I'm quite tired from a long day. If you have any specific questions, feel free to ask. I also have pictures of quite a lot of stuff, that I won't post because much of it probably is. But if anyone has any requests, I can certainly post them

- Dude

 

[Planogirl]

Sooo, I went to the park this morning, and visited WWOHP, I figured I would post a review, so warning: minor spoiler alert.

----
Hogmeade:

I thought Universal did a good job making it magical, entering and having the steam come off the train. Honeyduke's/Zonko's was a fun shop, lots of bells and whistles in Zonkos, and they welcome you with shouting and bell ringing. Some cool little things in here, including Sneakoscope (I got one of those) and some prank stuff. Honeydukes had lots of candy, including bulk and some fancy HP treats. Including Chocolate Frogs, Peppermint Toads, Chocolate Cauldrons, and other exclusive items. Olivanders was a cool experience, a very quaint shop, and they allow a set number in at one time. One person gets the wand to choose them, which is neat. Some cool effects in here, then you enter the Owl Post where you can buy a wand. Dervish and Banges has clothing, brooms, and other HP stuff. You can also see the Monster Book of Monsters. The Hogs Head Pub was very pub-like, and the hogs head looks cool. I didn't get to check out the Three Broomsticks, though. I stopped on the butterbeer cart on the way out, and I loved this drink. The foam on top was great, and the drink was very light. The empty patio of the Three Broomsticks was a great place to enjoy it.

Dragon's Challenge:
Walking through the arch, you follow a path filled with signs for the contestants of the Triwizard Tournament. After seeing the Light Blue Ford from the movies, you enter the castle, which welcomes the Triwizard Tournament contestants, you are then in the Champions Tent with the Goblet of Fire (which was not working). From there it is basically a cave, like DD. You do get to see the Triwizard Cup, Golden Eggs, and Floating Candles. It was a good experience, but not that much of a retheme.

Flight of the Hippogriff:
I decided to try this, being it was walk-on. You see Hagrids Hut, then you are basically on the ride. After leaving the station, you can bow to an AA Hippogriff.

Forbidden Journey:
Obviously the highlight of the section, and with good reason. The line is spectacular, going through the dungeons, green house, portrait room, Dumbledore's Office, DATDA Class Room, and more! Boarding has a moving walkway, and it seems like it was fast moving. I won't give away the ride, but it is quite fun. On the way out you enter Flitch's Emporium with tons of HP Stuff.

----

Sorry for the quick report, but I'm quite tired from a long day. If you have any specific questions, feel free to ask. I also have pictures of quite a lot of stuff, that I won't post because much of it probably is. But if anyone has any requests, I can certainly post them

- Dude

Oops still here! I'm glad because I like your review.

Did you see any tall people ride? What time did the area open to the GP? Sigh...

 

[mysteriouspnai]

WWEDUDE, I was wondering if GP was allowed in at 8 as rumors have been saying?

 

[Momw/aplan]

Dax, and Planogirl, and anyone else who is tired of the supposed negativity:

I'm sorry if this is all stressing you out, but where else are those of us who are trying to figure out what our expectations should be at this point for our upcoming vacations supposed to talk about all of this if not in this forum?

I would absolutely LOVE to be full of rainbows and unicorns right now, giddy about our upcoming trip, but that went right out the window the second Universal started jerking us around.

Perhaps I'll start a separate thread for pre-go package holders to discuss all this without offending anyone or being told to suck it up?

 

[WWEDUDE]

Oops still here! I'm glad because I like your review.

Did you see any tall people ride? What time did the area open to the GP? Sigh...

I saw some people a little above 6', I didn't have any line, so I couldn't see many people board. But I noticed they asked people to try out the test seats who wouldn't need to worry about it at other rides. There is an exit right before unload for those who don't fit, I would check outside the ride if you are worried about it, but even if you don't fit, definitely go through the queue, its amazing!

We were told Friday there would be no soft opening by an event staff, now I knew this wasn't the case, but I was told that anyone stay at the hotel could go in the morning. Now I come down quite often, and only stay onsite during HHN. But because I got a rate of 140 with my AP (It was 250 before the discount), I decided to spend a bit, so I could go to WW before I fly out. I got to the gate at 7, and they opened the gate at around 7:50, and then the masses power walked to HP. Finished the park at around 9:30, and start walking out. I noticed that more people were coming in, and that the event staff lined up near JP Temp Bridge weren't checking hotel keys, so I'm guessing it was open at or very soon after opening at 9.

Also they were checking "envelopes" and letting those with them to enter the park before 8 (time of hotel guests), with a tour guide. I don't know if this was package or not, but it was something.

WWEDUDE, I was wondering if GP was allowed in at 8 as rumors have been saying?

To my knowledge, no. When I lined up at the turnstile shortly after 7, I was asked for my hotel key. It is possible after this they did allow the GP.. but I didn't see it.

Let me know if you have anymore questions/picture request!

- Dude

 

[lildamo]

The GP was let in at 9, package-holders and on-site guests still had their hour of early entry.

 

[yaytezIOA]

Well the good news is that the line constantly moves. It seems like it eats a lot of people really quick. A bunch more pictures show off a lot more detail, including the Pumpkin Juice which looks like it's sold by the six pack to take home!