Business Profile

Amusement Parks

Universal Orlando

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Complaints

This profile includes complaints for Universal Orlando's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

148 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/8/25 I purchased 5 VIP tour tickets for EPIC universe in the amount of ********. This was in addition to the 5 park tickets. This is advertised as a walking tour and it was confirmed through an e mail that there would be lots of walking etc. I can provide a copy of the e mail. The tour was to start at 9 am and then later we received an e mail it had been moved to 10 am. Our tour was set for June 23rd. We traveled from ******** for a vacation. We chose to do a 1 day epic tour and decided in the VIP tour to get the most out of the day. We arrived early and waited. All of the other 10 am tours left in time. We waited because someone in our group was late. Upon arrival we had to wait more time while they went to get her a motorized scooter. We finally started the tour at 10:20. The tour we paid for was a 4 hour guided walking tour. There were additional time restraints and issues from getting on and off rides with the person with mobility issues. We were guaranteed 6 fast pass VIP rides but at the end of the tour had ran out of time and only made it to 5. We have done VIP tours in the past and this experience was not anything like the ones we had done. It was just waiting after the rides for everyone in the group to meet up then racing to the ride. I reached out to universal on many occasions and we e mailed back and forth. They came to the conclusion that they would give me 5 fast pass tickes to 1 ride at Epic. The problem with that is I live in ********, I also had called because I did not hear back and talked with someone named KJ. That is all the information she would give me and said that it as resolved and my complaint was closed. This was news to me. She was very rude and hateful. I asked her to please email me what we had discussed and she did not send me anything. We did not receive a full 4 hour VIP tour. I can provide the emails. At least with a credit I can come when its convenient and we are traveling again.
Business Response
Date: 07/24/2025
Hello,

This email is in response to Complaint ID: ********. As of 07/23/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 07/28/2025
Date Sent: 7/24/2025 4:30:21 PM
Hello,

This email is in response to Complaint ID: ********. As of 07/23/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 07/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:07/09/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding an unresolved issue with Universal Orlando Resorts Lost and Found department.I lost a pair of sunglasses at Universal Orlando Resort and was informed that they were located and shipped back to me via ****. However, despite repeated follow-ups, I have not received my sunglasses. Universal Orlando has stated that the package was transferred to **** but claims they cannot share specific details of the process because it is proprietary.I have contacted **** multiple times, but **** has confirmed they are unable to investigate because the shipping label was not properly scanned in their system. Without a tracking number or confirmation, **** is unable to locate or trace this package.I have repeatedly asked Universal Orlando to provide basic information such as the shipping date and tracking number so that I can resolve this issue with ****. They have not provided this information, nor have they offered an alternative solution to help recover my ************* the shipper, Universal Orlando holds the responsibility for ensuring the package was correctly labeled and shipped, and for providing customers with reasonable information to track lost items. Their refusal to share any specific details has prevented me from recovering my personal property.I am requesting that Universal Orlando:1.Provide the exact date the sunglasses were shipped, the tracking number, and the shipping address *********** directly with **** to investigate or file a lost package claim, since they are the original shipper.3.Offer reimbursement or replacement if the sunglasses cannot be recovered due to an error in their shipping process.I would appreciate the BBBs assistance in resolving this matter promptly.Thank you for your time and help.
Customer Answer
Date: 07/28/2025
Hello,

Thank you for following up. I wanted to let you know that I have heard from Universal Orlando, and they have addressed my concerns and resolved the situation to my satisfaction.

I appreciate your assistance with this matter.

Best regards,
****** Thompson
Initial Complaint
Date:06/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased 6 tickets for $200 and visited Epic Universe on June 29th. During our visit every attraction we attempted to ride had mechanical issues that resulted in the lines being cleared. These were mechanical issues and not weather related issues which were also present during the day. There were no accommodations provided for our inconvenience for any of the attractions. When we reached our to park management the reply was tough luck. I am requesting a refund for our ticket price as well as an apology from the park management team. My opinion is that this park is not mechanically consistent enough to currently be in operation.
Business Response
Date: 07/05/2025
Hello,

This email is in response to Complaint ID: ********. As of 07/03/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 07/07/2025
Date Sent: 7/5/2025 2:17:18 PM
Hello,

This email is in response to Complaint ID: ********. As of 07/03/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 07/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a trip from November 26th to December 1 for two rooms, 5 Nights, need to change it to 4 nights, so they modified my trip and they gave me a ***** credit . for removing 2 rooms , they indicated that the trip prices went up. i explained i wasn't cancelling any other day but one. I explained they are not going to rent the rooms for $13.00 each.
Customer Answer
Date: 06/22/2025
I would like to Cancel claim. Found someone after 4 call that helped me resolve
Customer Answer
Date: 06/23/2025
Date Sent: 6/22/2025 10:27:59 AM
I would like to Cancel claim. Found someone after 4 call that helped me resolve
Initial Complaint
Date:06/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our family of 4 flew to Orlando to a family vacation. We purchased a package deal which included 2 park 2 day park to park plus epic. We ventured to **** on Monday June 9, 2025. We have a 11 month old and 10 year old who was celebrating 5th grade graduation. We stayed at a universal resort and up to this point had a decent experience. We entered epic early for early admission and went to ride stardust. After making it to the line it was delayed and during this time they allowed non early admission to enter the line which prevented my fianc from being able to ride the coaster. From there we continued to further attractions as we got there one by one they were delayed. We walked the park a min of three - four times trying to catch a ride with the same issue. ***** ******, ****, ****, stardust and the dragon ride. Due to th constant delays everyone was doing the same thing and walking to the next ride making the lines longer than they already were. We purchased a refillable drink container which has issue after issue and non of the locations has ice all day. So the drinks stayed warm. We went to eat lunch and several condiments were out I was told to walk back to the center of the park to get some. While my family was at a restaurant. I approach had concierge to advise of the issues and concerns. They offered a few express passes but of course they were not valid for the rides we wanted to ride and then we were told that we might not be able to use them because of weather delays. Which was accurate as the remainder of the day all rides were closed except a few. I called to speak with customer service who refused escalation or to review my request given full experience. I was offered a call back by a manager which I accepted but a peer supervisor called instead. I asked how would help different she advised she couldnt. The customer service team was inconsistent and wasted over an hour of my time refusing to handle the request. I sent over my breakdown via email.
Customer Answer
Date: 06/11/2025
The compliant is with universal studios. The third party is whom the tickets were purchased from. Universal would refund the company back the funds to be funded to my card. For universal to review the amount they are for refund they requested this receipt and I have attached it for proof per it’s what they asked for and a screenshot of part of the call time. This complaint is with universal directly and they have an open case. This is not with worming advantage they are just a third party vendor. Please review to have this sent as originally requested. The owner and property whom is able to construct see and review the refund is only universal. I have confirmed this with both universal and working advantage.
Thanks !
Business Response
Date: 06/14/2025
Hello,

This email is in response to Complaint ID: 23453599. As of 06/13/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O 407.224.4233
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 06/16/2025
Date Sent: 6/14/2025 3:01:20 PM
Hello,

This email is in response to Complaint ID: 23453599. As of 06/13/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O 407.224.4233
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Initial Complaint
Date:06/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked and paid for a Family Cabana at Volcano Bay on April 21 for our visit on May 28. The payment was processed on April 22, but Universal failed to send a receipt until May 9, after multiple requests. We received a confirmation number confirming our reservation.Upon arrival at the park, we were told our confirmed Family Cabana reservation was not in their system and had been given to someone else. Despite showing our documentation, we were left with no other choice and were forced to purchase two smaller cabanas, even though we did not want or need them. We only used one cabana because our group came to spend time together, and being split defeated the purpose of the experience. I was charged $1,700+ out of pocket for those smaller cabanas.I have since received the refund for the original Family Cabana, but not for the additional charges I incurred as a direct result of Universals failure to honor the original reservation. This situation caused significant disruption to our plans, stress, and unplanned financial ********* salvage the day, we were also forced to purchase Express Plus passes, as we had already lost over two hours trying to resolve the issue upon arrival. Without them, we would not have been able to enjoy any of the park due to the time lost. Universal provided no receipt or documentation for those passes, and they have not offered any compensation or refund for that additional cost either.Guest services in the park and over the phone offered no meaningful resolution. I also spent hours during and after our visit attempting to address this, all without success.I am requesting:A full refund of the $1,700+ for the small cabanas we did not want and were forced to purchase A full refund of the Express Plus passes, which we only needed due to Universals mismanagement and wasted time An acknowledgment of the mishandling and poor customer service we experienced I have all communications and documentation to support this complaint.
Business Response
Date: 06/12/2025
Hello,

This email is in response to Complaint ID: 23430732. As of 06/12/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O 407.224.4233
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 06/16/2025
Date Sent: 6/12/2025 4:50:59 PM
Hello,

This email is in response to Complaint ID: 23430732. As of 06/12/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O 407.224.4233
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 17th I went online to purchase tickets to Universal Studios Epic Park for my yearly vacation. I ONLY clicked on the Epic button on the website to get a 2 day pass for Epic Park and nothing else. I bought my tickets and thought everything was taken care of. Several weeks later I noticed people having issues with tickets purchased for Universal Studios for the new Epic park. Double checking my tickets I saw that I had been given 1 ticket for **** but my other ticket was for a different park that I never had ask nor clicked on. Upon contacting customer service I was told that nothing could be refunded or changed as all sales were final. When I explained that I never click nor requested the other park I was met with indifference as I should have purchased the tickets individually rather than as 2 day passes as they didn't offer any bundles on the Epic park tickets. Nowhere on the site was this made clear to me when I purchased the tickets and was told that nothing else could be done. I find this to be very deceptive marketing and sales tactics on their part and they should be more clear or not even offer multiple days if you can not buy multiple day tickets.
Business Response
Date: 05/31/2025
Hello,

This email is in response to Complaint ID: ********. As of 05/31/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 06/03/2025
Date Sent: 5/31/2025 9:26:29 AM
Hello,

This email is in response to Complaint ID: ********. As of 05/31/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 06/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:05/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After several attempts, I managed to contact Universal by phone to request the cancellation of my annual pass and that of my family. They advised me to send an email and if there was a later discount, I could request a refund. I sent the email on May 1st and on the 6th they discounted the monthly fee. A few days later I received confirmation of the cancellation and when I requested a refund, they informed me that it would not be possible and that they would have up to 30 days to cancel and could charge the monthly fee. I had the pass for almost 2 years and fulfilled the grace ******* but even so, this company thinks it has the right to cancel whenever it wants and can continue to charge me. I sent an email and called and they continue to refuse my refund.
Business Response
Date: 05/30/2025
Hello,

This email is in response to Complaint ID: ********. As of 05/30/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 06/03/2025
Date Sent: 5/30/2025 11:45:07 AM
Hello,

This email is in response to Complaint ID: ********. As of 05/30/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************
Initial Complaint
Date:05/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im reaching out today about a team member at the steakhouse in dark universe whose name is Nana. My mother is in a wheelchair. She has spinal degenerative disease and she would not let us in the restaurant with the wheelchair. Which the first two times we went to epic we never had any issues and I think it is absolutely insane and highly against *** regulations for someone who is a paying customer to deny them entry because they wont get out of their wheelchair. Like that just blows my mind. She has been looking forward to this trip because shes having surgery in a couple weeks and this might be her last time out and about for a while and to not be able to eat at the place that she wanted to the most all because she cant get out of a wheelchair is just flabbergasting to me. Her lead should really talk to her about legal rights and discrimination before she continues to do this to other guests.
Customer Answer
Date: 05/22/2025
How do I go about removing this complaint. I have spoken to universal and am satisfied with their apology and actions taken to ensure that employee is made aware of *** rights and regulations.
Business Response
Date: 05/27/2025
Hello,

This email is in response to Complaint ID: ********. As of 05/23/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 05/27/2025
Date Sent: 5/27/2025 9:54:40 AM
Hello,

This email is in response to Complaint ID: ********. As of 05/23/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 05/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:05/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 17, 2025, I visited Epic Universe in Orlando, **, with my family using preview tickets purchased in advance (Order Confirmation #U11356870, totaling $640.08 for four tickets). Before the trip, I called Universal at ************** on May 14 to confirm park hours, since they were not listed on our ticket or your website. I was told the hours were 11 AM to 9 PM - this turned out to be false. Upon arrival and while walking through the park, staff informed us the park would close at 8 PM that day. Based on the call, we planned to arrive at noon to avoid the 11 AM rush, which cost us valuable time we could have used.Once inside, we faced major issues. The Stardust Racers ride broke down mid-ride with guests stuck on it, and we were told it would remain closed indefinitely awaiting parts. The concierge desk offered no help. Many other rides were closed or malfunctioning:Fyre Drill Mine Cart Madness Wing Gliders in How to Train Your Dragon World (which stopped mid-ride)A roller coaster in the Dark Universe, completely shut down A 5+ hour wait for ****** Fanatic, with no communication or updates The park design was impressive, but there was poor communication, inadequate customer service, and very little crowd management. We asked the concierge for assistance, but were told there was nothing they could do.Due to misinformation, major ride closures, and a lack of support, I am requesting a full refund of $640.08 for our preview tickets.
Business Response
Date: 05/21/2025
Hello,

This email is in response to Complaint ID: ********. As of 05/20/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 05/21/2025
Date Sent: 5/21/2025 11:28:13 AM
Hello,

This email is in response to Complaint ID: ********. As of 05/20/2025, we have personally connected with the Guest and ensured this matter is resolved and closed. The Guest is aware that they are welcome to reconnect with us in the future should they have any questions or need further assistance.

Thank you,
Guest Services
Universal Orlando Resort

1000 Universal Studios Plaza
Orlando, FL 32819

O ************
******************************

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 05/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

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