Universal loves to nickel and dime their guests don't they

[nile455]

Random vent here...

This morning I purchased Universal Annual Passes for me and my family. As a longtime Disney AP, I was appalled when I drove up to the Universal gate and was told I had to pay $15 for parking. I showed them my printed receipt of the annual passes and explained that I am now AP and that I just have to turn in the voucher for the actual passes, but the girl in the booth said that the parking is only free after the first visit and that it's clearly printed on the contract. She even said "You have to read the fine print". Wow, great way to treat a customer who just spent a thousand dollars on your company. You could learn a thing or two from Disney (who doesn't charge for parking for AP, first time visit or not). The only thing worse than charging new APs a parking fee is your employees telling you that "you need to read the fine print".

Another thing I quickly noticed is that Universal has no quick service options that offer free refills. You have to buy a second drink if you want a refill. Disney offers at least one restaurant in each of its parks that give free refills.

I know these are minor quibbles, but I'm a big believer in the little things and not nickel and diming your customers or doing things that will potentially piss them off. I don't think Disney does these types of things. Or at least not something that their competition doesn't do.

 

[taylor3297]

Random vent here...

This morning I purchased Universal Annual Passes for me and my family. As a longtime Disney AP, I was appalled when I drove up to the Universal gate and was told I had to pay $15 for parking. I showed them my printed receipt of the annual passes and explained that I am now AP and that I just have to turn in the voucher for the actual passes, but the girl in the booth said that the parking is only free after the first visit and that it's clearly printed on the contract. She even said "You have to read the fine print". Wow, great way to treat a customer who just spent a thousand dollars on your company. You could learn a thing or two from Disney (who doesn't charge for parking for AP, first time visit or not). The only thing worse than charging new APs a parking fee is your employees telling you that "you need to read the fine print".

Another thing I quickly noticed is that Universal has no quick service options that offer free refills. You have to buy a second drink if you want a refill. Disney offers at least one restaurant in each of its parks that give free refills.

I know these are minor quibbles, but I'm a big believer in the little things and not nickel and diming your customers or doing things that will potentially piss them off. I don't think Disney does these types of things. Or at least not something that their competition doesn't do.

I was thinking they could have made you paid the parking, but once you turn in the voucher they would give you a refund for the parking.

 

[fanoforlando]

I noticed this disclaimer to on the website, it isn't even in the fine print, it says " AFTER FIRST VISIT " for the free parking when you click on the preferred pass option ....hold on i will take a screen shot ....


Got it ....see arrow

 

[nile455]

I was thinking they could have made you paid the parking, but once you turn in the voucher they would give you a refund for the parking.

This is what I expected too. But they make it clear that they give complimentary parking "after the first visit".

 

[nile455]

I noticed this disclaimer to on the website, it isn't even in the fine print, it says " AFTER FIRST VISIT " for the free parking when you click on the preferred pass option ....hold on i will take a screen shot ....

I'm not saying the lady made a mistake. I realize it's clearly on their website (and on the contract). I didn't know this when I purchased them this morning, must've overlooked it. I guess I just assumed since Disney doesn't charge you, that the other theme parks have the same policy. I'm just venting in general at the principal of charging new APs. Doesn't seem right. Especially since the three major theme parks have always been in line with each other on certain things like ticket pricing and parking fees.

 

[fanoforlando]

I'm not saying the lady made a mistake. I realize it's clearly on their website (and on the contract). I didn't know this when I purchased them this morning, must've overlooked it. I guess I just assumed since Disney doesn't charge you, that the other theme parks have the same policy. I'm just venting in general at the principal of charging new APs. Doesn't seem right. Especially since the three major theme parks have always been in line with each other on certain things like ticket pricing and parking fees.

OMG i know, i wish that they had set up a better way to monitor free parking for AP members , my sister in law bought a preferred AP and when we got there we got the same conversation, we also over looked the disclaimer regarding the first visit and now we know ....

I wish they would have had some kind of bar code you could print out and take to the front gate of parking

 

[bumbershoot]

You could learn a thing or two from Disney (who doesn't charge for parking for AP, first time visit or not).

Well, they do, and then you MIGHT be able to get it refunded. And you might not think to ask for a refund.


On the other hand, Disney charges EVERYONE for parking, it's just not a line item that's obvious to us. I know it's nicer to not see the charge, but we ARE being charged for it.



It's a hard line to walk, to help educate people so they have proper expectations (and as the previous poster showed, it's not even "fine print", it's right there smack dab in the face) while not offending them. I used to have to do that at amazon, while helping people with issues that they NEEDED to know how to do properly in the future. Sometimes you say it perfectly, sometimes you don't. Now you know and you can make sure others know.


As for refills, I don't know where those places are (but we don't drink soda) at Disney. If I ever had a soda and wanted a refill, if I went back to the drink station I would feel like I was stealing, and would probably go buy another. But...I don't drink soda. If I buy a coffee, that's it, I've bought A coffee. Want more? Pay for more. That's just how I do it.

Universal will sell you a big huge red soda cup at the parks and will let you refill it for 99 cents forEVER, though. Same with the big red popcorn buckets (maybe not 99 cents).

 

[Kristine316]

Its probably just me but, I don't see what the big deal is about telling a customer "you have to read the fine print". Did she say it really snotty.. cause if she didn't I honestly do not see what is so awful about it. Customers DO need to read the fine print.

I work at a large chain store and we have sales signs up all over the store and in small print it tells the customer what is excluded from the sale.

I bet I have to explain several times a day about the fine print because people won't read it and the assume everything is on sale. It gets really frustrating. I am always professional and courteous about it but, I have to point out the fine print and I don't consider doing that poor customer service. Every single store or business that has a sale or has a coupon a customer can use has fine print below explaining the rules and exclusions to the sale or coupon, Universal is certainly not alone in this.

I am bias I am sure because I get abused quite often by customers angry because they didn't know something wasn't on sale or didn't know they could't use their coupon on anything they wanted.

 

[RAPstar]

Please, like Disney doesn't nickel and dime you every chance they get too. Like the parking fees. Yes you have to pay at Universal to park, same with every hotel in the immediate vicinity of Universal that's smart. Its too keep free loaders from taking advantage. They're just upfront about it. You're still paying for parking at Disney's hotels. They're just sneaky and put it in the room rate. Cause really, any hotel outside of Disney similar to any of the values would not be charging close to $100/night.

 

[Metro West]

I was thinking they could have made you paid the parking, but once you turn in the voucher they would give you a refund for the parking.

At Universal the AP must be activated before any discounts kick in...that includes free parking. When you have a voucher, that's not an AP and it's not active so no free parking. APs are not activated until you go through the gates. Now if you tried going to Guest Services and complain, they might accommodate you...but I doubt it...those are their rules.

OP...I think you'll find the AP at Universal will give you more discounts than the AP at Disney. So if you can put this parking thing behind you, you should be able to enjoy the passholder discounts from this point on.

 

[Bluer101]

Random vent here...

This morning I purchased Universal Annual Passes for me and my family. As a longtime Disney AP, I was appalled when I drove up to the Universal gate and was told I had to pay $15 for parking. I showed them my printed receipt of the annual passes and explained that I am now AP and that I just have to turn in the voucher for the actual passes, but the girl in the booth said that the parking is only free after the first visit and that it's clearly printed on the contract. She even said "You have to read the fine print". Wow, great way to treat a customer who just spent a thousand dollars on your company. You could learn a thing or two from Disney (who doesn't charge for parking for AP, first time visit or not). The only thing worse than charging new APs a parking fee is your employees telling you that "you need to read the fine print".

Another thing I quickly noticed is that Universal has no quick service options that offer free refills. You have to buy a second drink if you want a refill. Disney offers at least one restaurant in each of its parks that give free refills.

I know these are minor quibbles, but I'm a big believer in the little things and not nickel and diming your customers or doing things that will potentially piss them off. I don't think Disney does these types of things. Or at least not something that their competition doesn't do.

It's $15, come on already. You need to do your homework. Do you read the terms and conditions on anything before you purchase or sign something? People in todays world love to push blame somewhere else for their negligence. Please don't take this the wrong way. You cannot compare two separate theme park companies. Now if it was the same company like parking at MK and then different at AK then you might have a point.

As for the drink refills they have plenty options.

1. Buy the red refillable drink cup. $8.99 purchase $.99 refills.

2.Buy the $10.99 Coke Freestyle cup and get free refills all day long for day of purchase.

3. Go to a shutdown restaurant and free refills are given at time of visit.

There is more cups but that's the most popular 3. And if you want free cup of water just ask.

At Universal the AP must be activated before any discounts kick in...that includes free parking. When you have a voucher, that's not an AP and it's not active so no free parking. APs are not activated until you go through the gates. Now if you tried going to Guest Services and complain, they might accommodate you...but I doubt it...those are their rules.

OP...I think you'll find the AP at Universal will give you more discounts than the AP at Disney. So if you can put this parking thing behind you, you should be able to enjoy the passholder discounts from this point on.

Yep, a voucher is just that. Some people could buy an AP online print the voucher and get free parking. Then at the gate exchange the AP voucher and buy day passes. This would be a dishonest way to avoid parking fee but where there is a way someone would try.

 

[damo]

At least Universal doesn't charge you a drop off fee when you arrive to the park from offsite in a taxi. Now that is an extra fee that Disney charges that drives me insane.

 

[DisneyDreamer1974]

At least Universal doesn't charge you a drop off fee when you arrive to the park from offsite in a taxi. Now that is an extra fee that Disney charges that drives me insane.

Are you serious?? Good Lord! Doesn't effect me at all, but WTH?? How much?

 

[Metro West]

Are you serious?? Good Lord! Doesn't effect me at all, but WTH?? How much?

Yes...I believe its $15.00 or whatever the parking rate is now.

Ahhhhh...feel that Disney magic!

 

[Rip]

Yes...I believe its $15.00 or whatever the parking rate is now.

Ahhhhh...feel that Disney magic!

Yep, you pay for parking. The one time I used a taxi I made the guy give me the parking permit. Ticked me off to no end.

 

[macraven]

Random vent here...



Another thing I quickly noticed is that Universal has no quick service options that offer free refills. You have to buy a second drink if you want a refill. Disney offers at least one restaurant in each of its parks that give free refills.

I know these are minor quibbles, but I'm a big believer in the little things and not nickel and diming your customers or doing things that will potentially piss them off. I don't think Disney does these types of things. Or at least not something that their competition doesn't do.

have you read up on the changes at disney?

future changes where the beverage will be dropped from the ddp/ qcs.

at their resorts, changes beginning next month where you buy the "refillable" mug (if not on a ddp) and pay a rate on how many days it is valid for refills.
$8.99 first day up to $17.99 for 4 days + to be used at the resort eateries.

paper cups for soda needs will also have a rfid chip in it where it expires one hour after you purchase it.

at the darkside, the more revenue they make, you see the money put into the parks.
new rides, park improvements are the result of that.

 

[nile455]

It's $15, come on already. You need to do your homework. Do you read the terms and conditions on anything before you purchase or sign something?

Do you read threads before you post? Like I said, it's not the amount that bothered me. Nor am I implying that I was not told about it in the contract. My point is it's the principal of charging someone to park after they already bought an annual pass. Hence the phrase "nickel and diming".

You cannot compare two separate theme park companies.

Sure you can. For years the three major theme parks have always tried to keep the same pricing. When one would announce an increase in their admission price, the other would follow suit within days. And not just for admission, but parking too. It's always been exactly the same. Only recently did Disney start experimenting with raising the price of MK a few dollars (but they balanced it out by lowering the price for Epcot, DHS, and AK). To me, the charging of a parking fee for first time AP when both Disney and Sea World do not is a glaring difference.

1. Buy the red refillable drink cup. $8.99 purchase $.99 refills.

2.Buy the $10.99 Coke Freestyle cup and get free refills all day long for day of purchase.

Not the same as buying a regular drink and getting refills.

Someone else mentioned that Disney nickels and dimes too, it's just that they hide it in their prices. While that may be the same thing from the companies revenues standpoint, there's a difference in how it make the guest feel. The guest doesn't feel like he's getting nickel and dimed, and this is important.

Universal could take a page from Disney and Sea World and reward their new APs with the parking perk from the beginning. But their policy of "free parking after the first visit" just feels like a cheap way to squeeze an extra $15 out of the guests.

And for the record, yes I'm over it. Yes it's just $15. Yes I had a great time yesterday and I look forward to my next visit. Again, my venting was about the principal. It's not like I hate Universal now or anything.

 

[damo]

Are you serious?? Good Lord! Doesn't effect me at all, but WTH?? How much?

My son and I took a cab from RPR to AK to ride Everest around when it opened. When we went through the toll booths we were told that we had to pay the parking rate to be dropped off. I was livid. I went to guest services because I thought that surely this was a mistake. They told me that there was no mistake and that I really shouldn't be upset by this charge.

A few years later we took a cab from RPR to the Contemporary for a short stay there and we had a chat with the cabbie. He told us that there are alternate places where savvy cabbies can drop you off to avoid the fee at MK, but that it is a problem at the other parks.

 

[Kogo Shuko]

After reading this, I must admit I'd prefer to pay a one-time parking fee rather than pay a parking fee for not even parking. Why does Disney feel the need to charge people coming in taxis? Ouch. That's not very fair for those with no cars.

 

[Fanboy]

future changes where the beverage will be dropped from the ddp/ qcs.

Really? They just added it to the DDP last year. Seems strange they would already be removing it. But I'm sure they'll drop the DDP price to pre-2012 levels to compensate, right?