Customer ReviewsforUniversal Studios Hollywood

I already contacted USH directly but I am writing the review here to make sure the necessary discipline/coaching will indeed take place against employee ****.I'm an annual passholder for over the last 10 or so years (on and off) and yesterday April 1, 2024 at around 21:50 we decided to enter The Secret Life of Pets. My 6 year old daughter wanted to sit with her 9 year old cousin who is autistic. As we approached the moving loading belt employee Envy was there. She did not notify both children to wait and stop for a car to arrive. My nephew decided to go & my daughter followed & at the same time my sister (his mom) tried grabbing him but the loading belt was moving. Envy decided to PUSH both children back yelling "GO BACK! GO BACK!" they start getting scared and didn't know where to go because they have Envy pushing back against the loading belt almost causing them to fall back. A random pass holder raised his voice & said "JUST LET THEM GO! THEY'RE FINE!" **** started shaking her head thus having my sister to tell her he is autistic. My sister doesn't need to announce it to anybody & more to someone who can not comprehend common human skills putting hands on children. The random passholder comforted my sister. On my years going to USH & as a former theme park employee I have not ever seen staff touch children. The ride has a nonstop moving loading ******** still am trying to comprehend in what brain cell of Envy does she think it's okay to PUSH kids, yell "go back go back!" MA'AM YOU ARE PUSHING THEM AGAINST IT. Had both children fell due to her careless action, both would have been injured & created a worst scenario. My autistic nephew came out of the ride crying saying he was sorry and it was his fault. *** replied to my email saying the necessary action will be taken but I need to know for sure. How can an autistic child even be comfortable riding any rides with employees like this? It took every effort to remind Envy to not EVER touch MY or ANY children

Thank you for sharing your feedback. We're truly sorry to hear about your experience at the Secret Life of Pets ride during your recent visit. Please be assured that we have addressed the matter with the management team at the attraction, as well as our Operations senior leadership team, and they will be following up with the Team Member involved.

on March 2nd at 7:25pm to 7:41pm my party and i were wrongfully detained for being accused of stealing. We were approached by 3 security- that soon turned into 6 and the big guys with suits. We are pass holders that have been to the park MULTIPLE times and today was the day we were wrongfully treated and profiled for the lack of communication the security team had. Detained in front of everyone and resulting in my party being wrongfully searched including a minor that was not of age was made to open all her bags when she was not the one being accused. Is there documentation that the whole party has to be searched including a minor not present with her parents. This RUINED our night and experience at Universal Studios. We had plans to eat at ******************* this night but security ruined our night by falsely accusing one member of our party and conducting an unprecedented search on the whole party. Being rude and not answering our questions. The man that took a picture of the ** and pass was extremely rude and offensive. He would look away with a smirk when we would asked questions.WE D**NT EVEN GET AN APOLOGY When asked for securitys names to file this complaint they all ignored the question and never provided names. We compiled, offered to have them pat me down, search my pockets, because i knew i was not the one. The security team refused to do so, we asked to see the footage of the suspect stealing so we can identify id its me and they would not show us the footage maybe because they knew they had the wrong person. THIS IS NOT OKAY

Guest has been contacted and the matter was addressed.

This is a complaint of their *** process. Weve been approved for their IBCCE card for 2 months and they failed to schedule the phone interview with us. So we go to the park to guest relations and they refused to help my husband citing that he can get a wheelchair. He promptly explains his conditions causes him to muscle spasm when he stands OR sits for too long and we have his pain doctor write this note to IBCCE to say so. I dont know how a worker with no medical background gets to judge his disability when its already been proven with his records online. Furthermore the worker says lines would always be moving and he would not have to stand still, another lie. We got stuck in a line shortly after for over an hour where he stood in pain and almost collapsed. *** violations all around!!

Thank you for sharing your feedback with us. On behalf of everyone at Universal Studios Hollywood, I sincerely apologize for any disappointment that occurred during your visit.At Universal Studios Hollywood, Guest comfort and safety is our number one priority. With that in mind, we have updated our accommodations request process to better serve our Guests with disabilities who require assistance in queue environments. Since our team is a little behind in reaching out to Guests, we have been doing our best to provide assistance in Guest Relations. I'm sorry to hear you were unhappy with your interaction with our Team Members there. We certainly don't ever intend to make any of our Guests feel the way you described. Please be assured that your feedback will be documented and be used as a coaching opportunity.All of our queues are now wheelchair accessible and for many Guests, renting a wheelchair is the best option for navigating our lines and we have wheelchairs available for rental. I apologize that you felt that this was not the best option for your situation.I understand how frustrating it must be to be denied an accommodation that perhaps you received in the past. Please know that the updates to our polices are meant to provide the best possible experience for all of our Guests.We welcome your comments, and they will be shared with our senior leadership team. We are always striving to improve our Guest experience.

I love Universal, so this is not a complaint but concern. As a pass holder, I like to purchase items at the Park often. I hate to take advantage of a great pass offer in vain, and I want to show that as a fan and customer I am grateful. I do have to point out that I was a bit shocked when they sold items for a lot more online and in stores. This includes their ******* location, as well, Universal as a whole. I understand their collectibles are final sale, but it is not exclusives to the Theme Park. Some items, they buy from third party and resell them for more. Knowing the bulk item purchase, or at least from what I would expect they do. I would think both parties agree on selling the same item, equal price. For example, one of few items, overcharged, or different from actual retail price from, manufacture. *********************************************************************************** ************************************************************************************ I understand if this was referring to books, as books are often hosting discounts everywhere, but it was a collectible, and they offer no refunds, as its final sale, with no discounts available even with passholder. And as a consumer, I was left confused because I thought it was an in store, exclusive to the Theme Park, item. They had it advertised in a way where I didnt know it was from a third party source. I didnt end up buying this, but a different item, with only a dollar difference, which is why the complaint wasnt about my personal purchase, but a purchase I also wanted to make but, could not, due to the price difference. I apologize and hate to come off ***** but consumers have a right to know. I still felt I was taken advantage of, even if its store policy and Universal has their reasons as to why they sell items above retail for certain items.

Thank you for leaving a review, and we are sorry to hear about the confusion regarding some of the collectible merchandise available in the Park. To provide some clarity, The Wizarding World of *********************** merchandise licensing for our Park is done with direct partnership through ************ and The Noble Collection. As I'm sure you can imagine, prices do fluctuate over time, both here in the Park and with other authorized retailers, for a variety of reasons, and may not always match. I apologize that the prices available on the date of your visit were not what you might have expected, and have forwarded your feedback to the correct leadership teams so that we can internally review.

On December 25th around 2 in the afternoon, I bought a cinnamon roll at the city snack shop store and **** helped me at the window, very bad attitude, she yelled at me very loudly, I was very sorry that the other people Listen, this is a call for attention, it is not possible that this type of behavior exists.

Please accept our sincerest apologies for any disappointment that occurred during your recent visit. At Universal Studios Hollywood, we strive to deliver an enjoyable experience to each of our Guests by providing fun and memorable moments. I am sorry to hear that **** did not live up to the high standards we expect of our staff. We have shared your comments with the appropriate leadership teams, and we will use your feedback as a coaching opportunity for those directly involved.

Horrible event that happened to me and my family as pass holders we been to universal studios many times always had a good time till tonight!!! I got accused by security and had no idea what they were talking about while holding my 5 month old baby they rushed me unaware of what's going on!!! turns out cause my fiance open a lil gate to go into the grinch light show after one of the employees to park or stroller cause it was not allowed inside we did what we were told abd entered the show so how were we in the wrong got kicked out of park and escorted by security like if we stolen something!!! We pay a lot of money at Universal and would never think we be treated like this

The Guest was assisted by a member of our team today (12/20/23) and the matter was addressed.

Upon our visit, we encountered several issues that significantly impacted our overall enjoyment and perception of the park. I will outline the details below:While visiting the Universal Studios Store near the park's entrance, my family and I had a concerning encounter with an employee named ********************** had inquired about the availability of an adult extra-small size for two t-shirts I wished to purchase for my son. ******************** informed me that the extra-small sizes were not in stock at the Universal Studios Store but could be found at the Feature Presentation Store.Upon reaching the Feature Presentation Store, I was provided with conflicting information. Two team members were unsure about the availability of extra-small sizes, leading to a conversation with the store manager, *******. Ultimately, it was revealed that no extra-small sizes were available, and this misinformation resulted in a frustrating and time-consuming ordeal.Furthermore,during this process, a team member failed to place the purchased items in a bag, resulting in a loss of two t-shirts. Despite bringing this to their attention, the situation was not adequately addressed. At **************, we were disappointed to learn that the "****** Fireball Challenge" dish, which we were excited to try and hoped to keep the ****** plate as a souvenir, was unavailable due to reasons provided by a team member. This was a letdown as it was a planned highlight of our visit. Following the visit, I reached out to ***** Communications and spoke with ******, who was unable to provide a satisfactory resolution. Despite viewing footage from the Senior Manager for the ****************** no effort was made to address the misinformation,loss of purchased items, or compensate for the inconvenience.I kindly request assistance in addressing these concerns and facilitating a resolution with Universal Studios Hollywood. I believe that as a valued customer,my experience should not have been marred by such fundamental issues.

The Guest has been contacted and the matter was addressed. However, we have been unable to come to a mutual agreement on an appropriate resolution.

I and my children where in *********************** ride section after rideing the ride 4 times the kids were very excited , I exited and wanted to get a picture as memory of our trip there was a girl with the Name of ******* Nov 26 almost closeing time , she was extremely rude when I asked if that was our picture, she said no I'm getting it , she gave me a dirty look.with the gesture of.doimg so . She never said mam im getting it for you please give me a moment , everyone at the park was very nice but this girl really needs tk be retrained i was disgusted by her attitude. I'm a general manager licensed in ******** of 3 locations in ******* and I will never tolerate no disrespectful employees that way ******* husband took a party of 12 to the park that day spend over $2,800 we all had express passes and every one was very happy to attend I will give no stats but due to the fact that we have to give 1 Star to give a review then thats will be the reason why ... I walked away and never purchased my picture.

Please accept our sincere apologies for your experience at our Park. Your feedback has been forwarded to the appropriate leadership teams so that they may follow up with the Team Member involved.

Hello, I brought my family of 6 to universal. 2 people in our party required wheelchair assistance. Upon entry, the accessible line was roped off and no one was able to help us enter. Eventually, A cast member begrudgingly helped us after 15 minutes of struggling. Upon entering the official theme park we were met with rude and hostile guest relations cast members. They Insisted that the ONLY way to receive any type of additional assistance that we would need to store our medications with first aid on the top lot. It was extremely uncomfortable to be told we could not carry life saving medications as a trade off to receiving assistance for people with disabilities and in wheelchairs. To make matters worse after complying with guest relations demands we were told no immediate services are available for people who are unable to go down the escalators or stairs. And additionally we would need to ride an elevator down to and wait for a bus that universal does not provide a current run time. (Ex:every 10 mins) cast members were instead encouraging and pushing for us to just use the escalator because you'll be here forever waiting. And this is true. From a 2pm entry window to when we were finally able to reach to lower lot it was past 4pm and rides were going to be pausing for a short time to allow all day guest to leave. This made our family members feel terrible for being the "reason" the rest of the family could not enjoy the park in a reasonable time and fashion. Our entire family of 6 was so disappointed in the way universal studios treats people with disabilities we all left the park by 9pm. Additionally as we were attempting to exit scare cast members were impeding EV wheelchairs and unsafely getting ****** close in turn causing distress to an individual in a EV wheelchair to be worried THEY might hurt the scare cast member because the wheelchair does not stop in the same fashion an able body person would respond. This is outrageous distressing behavior.

We appreciate your taking the time to share your feedback with us. On behalf of everyone at Universal Studios Hollywood, we sincerely apologize for any disappointment that occurred during your visit to the Park. We've reached out to you directly via email and have addressed your concerns.

Not worth the Horror Night experience. If handicapped they dont allow you to park at the theme park parking lot unless you pay the $70 parking fee. Otherwise be prepared to park at the city walk lot & walk a lot. Also the theme park doesnt accommodate handicap people unless youre on a wheelchair. We paid to not be able to enjoy the mazes due to them closing down to general admission guests.Only *** members were able to attend mazes. No one alerts you of any announcements so be prepared to walk a lot trying to get from one maze to another and be disappointed.?? I paid to walk ****** steps. I even recorded a cast member not allowing me to line up unless we had an express pass. Unless you pay ?? for the *** I wouldnt recommend going.

***** has been contacted and this matter has been addressed.