Universal Studios Hollywood Customer Service Issues

During our visit with our grandsons on Sunday, 9/5, we were surprised by the low compliance with mask-wearing at Universal Studios Hollywood. Despite being informed that masks were mandatory indoors, we observed only about half of the guests wearing masks while waiting in line for the Harry Potter and Jurassic rides. This made us uncomfortable, especially since our youngest grandson is not yet vaccinated. We encountered unmasked guests in indoor areas, including dining spots, where masks were not being enforced. We decided to leave early to prioritize our grandchildren's safety, as we felt the lack of mask enforcement put them at risk. This experience contrasted with our previous visit to Disneyland, where mask rules were strictly enforced, giving us confidence in our grandchildren's safety. We hope Universal Studios will improve their mask enforcement for the well-being of all guests. Thank you, Mr. and Mrs. V.

My fiancé and I are Gold Pass members who frequent the park regularly to dine at the Three Broomsticks in Hogsmeade. Although we are proud pass holders, our experience today was extremely negative. If it had been our first visit, we might never have returned and perhaps even requested a refund. We brought my sister, who purchased a season pass upon arrival, to the Three Broomsticks. Our server, Lisbeth R., was remarkably rude. She lacked eye contact, ignored our questions, and appeared bothered by taking our order. When we inquired about breakfast, she dismissively stated their policy, which we knew to be incorrect, and told us to "get over it" and "just order already." Moreover, she asked my sister to adjust her face mask, despite others in line not wearing theirs properly. As someone with a decade of restaurant customer service experience, I understand the stress, but the lack of professionalism was disappointing. Despite being pass holders, our visit was so disheartening that we left immediately after our meal. This level of customer service is not what we are accustomed to.

Fiona F. [redacted] Apache St. Topanga, CA [redacted] 12/28/[redacted] Universal Studios Hollywood [redacted] Universal City Plaza Universal City, CA [redacted] Subject: Request for Ticket Refund To Whom It May Concern, This letter is a formal request for a refund or a change of dates for the tickets purchased for Universal Studios Hollywood. Upon arrival at the amusement park, we observed a lack of social distancing, minimal mask-wearing, and empty hand sanitizer dispensers. The safety protocols were not being adhered to, and the staff did not prioritize creating a safe environment. Despite the impression that reservations were required for ticket entry, tickets were being sold on-site, leading to overcrowding beyond capacity. It was unacceptable to allow so many people into the park, resulting in a situation where individuals were crammed together without proper distancing. It is evident that Universal did not prioritize visitor health, focusing instead on maximizing ticket sales. My companion and I entered the park with the expectation of a responsible and safe experience, only to leave immediately due to the blatant disregard for public health and safety measures. Attempts to address these concerns were hindered by long lines, where many individuals wore masks incorrectly. We spent a mere 5 minutes in the park due to the unsafe conditions. Employee enforcement of safety measures was lacking, contrary to the promised protocols. The company should not have oversold tickets, leading to an inability to maintain social distancing, let alone selling additional tickets despite the crowded conditions. I kindly request information on the process for obtaining a refund or rescheduling the tickets. I urge Universal Studios to adhere to safety protocols diligently to ensure the well-being of its patrons. Sincerely, Fiona F.

I purchased 2 Universal Express Unlimited tickets in October [redacted] and planned to visit the park on November 6, [redacted]. Unfortunately, my wife passed away before we could make the trip. I contacted customer service, and I was informed that if the barcodes were not scanned, I could use the tickets at a later date. However, when I called today to reschedule, I was told the tickets were locked and couldn't be changed. I am not asking for a refund; I just want to use the tickets this year. Is there someone I can talk to about this matter? Original Confirmation #[redacted]USHB[redacted]69

Yesterday, my family and I traveled from France to visit Universal Studios Hollywood. We had a great time enjoying the rides, shopping for souvenirs, and having lunch. However, I was disappointed with the service at La Cocina Mexicana. After spending over $[redacted], I was surprised when I accidentally spilled my $16 Margarita. When I asked for a replacement, they refused, which left me feeling upset. This incident tarnished an otherwise fantastic day at the park. I wanted to bring this to your attention as I believe it was disrespectful to tourists. I will be sharing my experience with others.

On October 8th around 9:00 pm, an exaggerated response was given to alleged security concerns. There was no actual incident or security issue, and the interaction lacked respect and professionalism. The manager was aggressive, unwilling to consider providing guests with tickets for travel or the guest's son's birthday, gas, or parking. The guests attempted to resolve the situation respectfully, but were unfairly ejected from the park, causing inconvenience to a group from San Diego. A formal complaint is being requested against the individual responsible, Aja Pree. The excessive response left guests feeling intimidated and threatened by their treatment. Thank you, Ginger Rich.

I am disappointed with the experience we had at the park. After a 3-hour drive and an hour wait to enter, we were stopped by a security guard who said we needed to change our costumes. Despite following the guidelines on the website regarding no masks or weapons, we were not allowed to speak with a manager and were told to buy new outfits. Even though other guests were in elaborate costumes, we were singled out for wearing simple onesies. We were directed to contact customer service, only to be told to leave by another security guard who did not address our concerns. We feel unfairly targeted and will be following up with customer service. It was frustrating to drive so far and only spend a short time at the park. I hope to discuss this issue further with the park management tomorrow.

On October 30, [redacted], during a visit to the park with another guest, we encountered an issue regarding our vape pens and re-entry. Despite being permitted to bring in our vapes during regular park hours with general admission tickets, we faced difficulties when trying to access the designated vaping area. After being initially allowed through security with our vape pens, we were later denied re-entry due to a supposed rule change for a Halloween event transitioning at that time. We felt unfairly penalized for simply following the instructions given to us by park employees. After reaching out to Guest Communications via the Universal Studios Hollywood website, we received an apology from Audrey but no satisfactory explanation or solution. It was disappointing to be told about differing vape restrictions during a time when we were supposed to be admitted under normal park rules. We believe our experience was a result of miscommunication on the park's part and seek compensation for the lost time and inconvenience caused.

I visited Universal Studios yesterday, February 20, [redacted], with my 5-year-old and 9-year-old sons who both have autism. We were given express passes at guest services, but when we entered Super Nintendo World at 6 PM, we were told to return at 7:25 PM for a ride, a 1.5-hour wait. We tried to take pictures with Mario and Luigi during this time, but they were on break and we were asked to return later. We couldn't enjoy any games or use the bracelets we purchased. When we finally returned for the ride, we couldn't use the express pass and were delayed due to technical issues, ultimately not being able to ride. This experience was unacceptable for children with disabilities. We are requesting a refund for the unused bands and believe we should be further compensated for this disappointing visit. We expect better protocols for children with special needs and hope to speak with the management. Thank you for your attention.

Hola, quiero compartir mi experiencia reciente en el parque. Ayer fuimos con mi familia, que incluye a un miembro con discapacidad para caminar. Yo, por otro lado, sufro de ansiedad, estrés y otros problemas mentales, por eso tengo un perro de apoyo. Todo iba bien con mi familia, incluso nos dieron un pase rápido. Sin embargo, me vi obligado a ir al estacionamiento con mis hijos por 5 horas, ya que el personal no reconoció a mi perro de servicio y se negó a otorgarle permiso. A pesar de estar registrado como animal de servicio, argumentaron que era un perro de lujo. Mi perro es crucial para mi bienestar, ya que detecta mis cambios de humor y me ayuda a relajarme. Me sentí discriminado y arruinaron nuestras vacaciones. Fue muy difícil para mí esperar en el estacionamiento mientras el resto de la familia disfrutaba. Incluso un guardia de seguridad se acercó en bicicleta para ver si necesitaba ayuda. Vivo en San José, California, y conduje 8 horas para llegar al parque. Mi número de teléfono es [redacted]. Gracias.

I want to share my experience with the staff at the Mario Kart: Bowser's Challenge ride. They were very impolite to me when I was getting on the ride. Additionally, there was no video demonstrating how to assemble the visor and headband before boarding. I struggled to connect the visor to the headband and informed the staff about my difficulty. A female staff member provided instructions on how to connect them, but I still faced issues. She mentioned there was a video explaining the process, which left me feeling frustrated and unable to fully enjoy the ride.

As a repair assistant from La Rooter and Hydro-Jet Inc, I wanted to inform you about our company. We pride ourselves on providing quality and prompt service. Piping is crucial for large businesses like Universal Studios, and we ensure efficient plumbing services. Please consider contacting us for any plumbing needs as we are licensed and insured. Have a great day and mention "sunshine" when you reach out to us. Thank you. - Jese Guardado

To Whom It May Concern, Greetings, I reside directly across from Universal Studios Hollywood at the top of Oakley Drive. Each night between 4am and 6am, my family and I are disturbed by a loud generator originating from the park. The constant humming noise disrupts our sleep, impacting our daily functionality. After investigating, I have confirmed the source to be your theme park. I kindly request a prompt resolution to this matter. Thank you, -M-

I sent the email below to [redacted] on July 11 to explain my issue due to a major strike at our airline company, Air Tahiti Nui. Subject: Request for Refund of Universal Express Tickets Dear Sir/Madam, I am contacting you regarding an order for 3 Universal Express tickets (Order Confirmation Number: [redacted]0USH[redacted]88) purchased two months ago for Monday, July 10. Unfortunately, we were unable to attend your park as our flight to LAX was canceled due to a major strike at our local airline company in French Polynesia. This unforeseen circumstance has led us to incur additional costs in purchasing new airline tickets and Universal Express tickets for Tuesday, July 11 (Order Confirmation Number: [redacted]USHB[redacted]31). Despite the tickets being valid for a single day as clearly stated, I hope you can consider the exceptional nature of the strike as grounds for a refund. I have provided evidence of the strike on the airline company's website for your reference. Thank you for your understanding and prompt attention to this matter. Best regards, Anne-Laure Louis Roger

Dear Universal Studios Hollywood Team, Unfortunately, our visit to Universal Studios Hollywood today was quite a disaster, prompting me to write this letter immediately. As a family of four, traveling with two children aged ten and eleven from Germany for a two-week vacation in Los Angeles and Las Vegas, this day proved to be very frustrating for us. Our Studio Tour experience, specifically the 11 p.m. tour, was marred by faulty speakers in our tram car. Despite our complaints and a decision to switch trams midway through the tour, we missed out on the details from the first half of the tour. Moreover, we encountered excessively long lines at the attractions throughout the day, which was particularly challenging with children on a hot day. Despite the option to purchase express tickets at $[redacted] each (required for all four of us due to your ticket policies), we still faced significant wait times. The most disappointing aspect was the Mummy Ride, where my wife and children endured a [redacted]-minute wait, only to have the ride experience technical difficulties twice, resulting in them ultimately giving up without getting to ride. This wasted [redacted] minutes of our time and was highly frustrating. Additionally, we were surprised to find that the Studio Cafe in the lower lot did not even offer coffee or espresso. Despite these challenges, we did appreciate the Studio Tour with the 3D shows, the Waterworld watershow, and some evening rides that the children enjoyed. However, the overall experience was marred by the high costs, long wait times, and various issues beyond our control. Given our disappointing experience, I am requesting a refund for today's visit and the circumstances we encountered. Best regards, Andreas Rosen

I urgently need your assistance. I am facing an issue with the tickets I purchased online. There is a mistake in the date as I mistakenly selected October 26th instead of October 27th. I am prepared to cover any additional fees if required, but I kindly request to change the date to the correct one, which is the 27th of October, [redacted]. The tickets are booked under my name LOANNA TEJEDA ARROYO. Your prompt help with this matter is greatly appreciated. Thank you.