Business Profile

Amusement Parks

Universal Orlando

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

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:04/30/2024
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.
I purchased three two day tickets to enjoy Universal Studios. Unfortunately when I entered the park I ate at the ***************** restaurant. I ordered the ******** pie with salad for both my husband and I. My kids order chicken tenders and legs with fruit. Later that day my husband and I became extremely ill from food poisoning from either the salad served or the ******** pie since we both ordered the same meal. My husband started projectile vomiting about 8 hours after consuming the meal and I started vomiting about 10 hours after consuming the meals. We had terrible stomach cramps, body chills, diarrhea, fever. Only my husband and I were affected and we have to leave the park early due to symptoms developing quickly. The next day we were sick at the ************ to enjoy using the 2nd day pass purchased. We had to cancel our trip early going home on Sunday instead of being able to attend park.
Business Response
Date: 04/30/2024
This complaint is for Universal Orlando, not Universal Studios Hollywood.
Business Response
Date: 05/03/2024
Hello,

This email is in response to Complaint ID: ********. As of 05/01/2024, 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 ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 05/06/2024
Date Sent: 5/3/2024 10:48:44 AM
Hello,

This email is in response to Complaint ID: ********. As of 05/01/2024, 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 ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 05/07/2024

Complaint: 21587490

I am rejecting this response because:

Still waiting for what was promised in the phone call and waiting for follow up phone call when completed.

Sincerely,

*********************
Business Response
Date: 05/15/2024
Hello,

This email is in response to Complaint ID: ********. As of 05/09/2024, 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 ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 05/20/2024
Date Sent: 5/15/2024 4:48:21 PM
Hello,

This email is in response to Complaint ID: ********. As of 05/09/2024, 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 ************
www.universalorlando.com
Initial Complaint
Date:04/24/2024
Type:Order 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.
Transaction date: March 15th Amount of money: $319.50 What business committed to provide me: A continued recurring payment of $97.55 because we upgraded our 3 park preferred to a 2 park premier pass right when our contract "renewed." in February.Nature of Dispute: False Advertisement Business has NOT tried to resolve the problem. I am being given the run around because two weeks had passed since March 31st.Again, we were promised a continued payment of $97.55 because the difference was paid on what we were told "A contract that just renewed." When actually, our contract was ending and about to start a new one.I find it poor business practice that when an upgrade of sorts is happening that a contract or receipt is not provided and can only imagine how many other individuals have experienced this same issue.Contract ID: ****** "When and where ad was seen/heard": In person, at guest services, on-site of Universal Orlando from the employee.
Business Response
Date: 04/25/2024
This email is in response to Complaint ID: ********. As of 04/25/2024 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 ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Initial Complaint
Date:04/22/2024
Type:Customer Service 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.
On April 2nd, I visited with a class field trip. I have the Attraction Assistance Pass (***) as I have an autoimmune disorder requiring frequent restroom emergencies. I setup everything through IBCCES ahead of time and also contacted the *** phone number to finish the process. Upon arriving at the park, I was directed to a guest services line. After waiting for about 30 minutes, I asked a team member if there was a different line to wait in as I had already set up everything up. She said I should have received an email confirmation. I explained that I had only the IBCCES card as well as a case no. She told me to return to the guest services line. After waiting another 30 minutes, I called guest services and was instructed to show the team member the IBCCES app which has a reference no. in it. She again turned me away because I did not have an email. Luckily another team member overheard the conversation and waved me over. After waiting over an hour, when I finally tried to use the pass, every ride I went to was "delayed", Hagrids, Velocicoaster, and **** were all delayed and I could not have a return time issued and had to keep coming back. A lot of wasted time and disappointed kids.I purchased 6 tickets for 3 days of park tickets and a day at Volcano Bay. This past weekend, I had the same issue with the *** and again waited over an hour to receive the pass after being directed to guest services inside the park and then sent back outside the park. I also had the same issue with rides being delayed and having to walk back to the ride multiple times to obtain a return time. However, my experience at Volcano Bay was much worse. I went to guest services and was told *** is not an option there. We tapped into ********, which was a 3.5 hour wait. Most other rides had a wait time and instead of ******** decreasing the return time INCREASED to over 5 hours limiting anything else we could do. I had considered annual passes but will not be after this experience.
Business Response
Date: 05/05/2024
We are working to speak in person over the phone with ***************************, but have not yet synced schedules.
Business Response
Date: 05/06/2024
Date Sent: 5/5/2024 3:22:27 PM
We are working to speak in person over the phone with ***************************, but have not yet synced schedules.
Initial Complaint
Date:04/22/2024
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.
Universal Studios fraudulently charged my credit card twice. When i called them to resolve, they claimed one of the transactions didnt go through, even though my credit card had processed both transactions. I was on hold and transferred numerous times. They pretended this was my banks fault. I called my ****, my credit card company, while on the phone with them. They explained to the Universal supervisor that the funds WERE transferred but the universal rep still refused to refund and the **** rep was forced to code the transaction as fraud. This is theft.
Business Response
Date: 05/03/2024
Hello,

This email is in response to Complaint ID: ********. As of 04/27/2024, 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 ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Business Response
Date: 05/06/2024
Date Sent: 5/3/2024 10:44:39 AM
Hello,

This email is in response to Complaint ID: ********. As of 04/27/2024, 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 ************
www.universalorlando.com
Customer Answer
Date: 05/06/2024

Complaint: 21607269

I am rejecting this response because: Universal Studios did not return the funds that they erroneously charged in a timely manner. I expect credit card interest in the amount of $18.99 to be refunded. You cannot take and keep other peoples money with no consequences.

Sincerely,

******************************
Initial Complaint
Date:04/03/2024
Type:Billing 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.
I recently contacted Universal Orlando Theme Parks regarding my Annual Pass which I hadn't been using as I was under the believe it was cancelled. As it turns out, the annual pass was set to auto charge me on a monthly basis and had continue to do so on my AMEX and I was not aware. In my attempt through email and phone, my request for reimbursement on the years worth of annual pass payments was denied. If this was a product I had used, I would not be requesting a refund. However, to continue to charge me for an entire year after my last usage is beyond me. When I pressed the matter, I was simply told that it was in the fine print. This is not representative of good customer service. This is a line of policies that's being read off and there's no consideration being done. Again I state, the Annual Pass was last used in November of 2023 and I continued to be charged through November of 2024 before I realized this was happening. And again, for a product I was not using.
Business Response
Date: 04/12/2024
Hello,

This email is in response to Complaint ID: ********. As of 04/12/2024, 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, ** 32819

O ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Initial Complaint
Date:03/23/2024
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 a total of three 4-day park-to-park tickets from March 15, 2024, to March 19, 2024. Our itinerary involved visiting Universal Studios and Islands of Adventure on the first 3 days and Volcano Bay on the 4th day, March 19th. Unfortunately, our experience during the first three days was marred by long wait times and frequent ride breakdowns/closures. Additionally, we were subjected to the distressing experience of being stuck in the dark between rides on two separate occasions, which was both unpleasant and concerning for our safety. Despite these challenges, we remained hopeful that our final day at Volcano Bay would redeem our overall experience. However, to our dismay, we discovered that the water park was closed on March 19, 2024, purportedly due to inclement weather. However, the weather in Orlando on the day, was perfectly fine, with no predictions of rain or adverse conditions. This closure was entirely unexpected and unjustified, particularly considering the significant financial investment we made in purchasing tickets for all four days. This not only deprived us of the enjoyment we had anticipated but also disrupted our carefully planned itinerary. While I understand unforeseen operational challenges can sometimes arise, this closure prevented us from fully utilizing the benefits of the four-day park-to-park tickets we purchased.Therefore, I am requesting compensation equivalent to 1/4th of the total cost of our three tickets (i.e. a refund of $300) to address the inconvenience and disappointment we experienced due to the unfulfilled promise of a four-day park experience. I trust that Universal Studios Orlando values customer satisfaction and takes the concerns of its patrons seriously. I hope that you will consider our request for compensation as a fair resolution to this matter.For reference my ticket numbers are - 74010110732976114690508, 74010110732976175500585, 74011110730370806234322
Business Response
Date: 04/11/2024
Hello,

This email is in response to Complaint ID: ********. As of 04/11/2024, 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, ** 32819

O ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 04/13/2024

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:03/21/2024
Type:Billing 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.
Today, I am recounting our experience at Universal's ************************************** from March *****, 2024. My three children and I chose this hotel for a brief spring break getaway to Universal. Initially, I was impressed by the warm welcome from the front desk attendant, *******. However, our stay was marred by several issues. I hadn't planned on complaining, but the events on the morning of our departure compelled me to voice my concerns at the front desk. Upon entering our room, it was evident that it hadn't been cleaned, with wet towels and a child's sunglasses left behind. The trash cans in the bathroom, front room, and bedroom were all full. When I attempted to take out the trash, I found a sticky substance on the bags and the bottom of the can, and I cut my finger on a cracked trash can. The bedding also seemed unchanged, with a questionable stain on one of the sheets. We encountered a persistently running toilet that required jiggling the handle and multiple flushes. Despite these issues, we focused on enjoying our time at the pool and park. However, on the day we checked out, despite the 'Do Not Disturb' sign, my privacy was breached, which was the final straw. My 16 year old son was walked in on naked by a maid well before the 11 am check-out time. Moreover, there was a problem at the park. Previously, due to an issue that required us to wait for hours at guest services, we were given express passes. We collected these passes, only to encounter technical difficulties with several rides, rendering our one-day park visit unsuccessful. The passes, being single-use, could not be reclaimed, nor could the lost time. I spent nearly $1,000 on regular tickets for the day, in addition to the exorbitant prices for food and drinks, which I would have been happy to pay had the experience been worthwhile, but it wasn't. What truly upset me was the employees' lack of courtesy and kindness at Universal. My 12-year-old daughter and I entered a busy restroom with a queue. An attendant directed her to a stall at the back, and I instructed her to meet me in the same spot afterward. I used a stall at the front, and after exiting and washing my hands, I waited a few minutes, called her name, and searched the restroom. Not finding her, I was moments away from panicking and shouting that my child was missing when a woman approached with my distraught daughter. Despite her pleas, the attendant had sent her out a back exit, separating her from me. This incident has left my daughter terrified of using public restrooms. I contacted customer service; they apologized and offered a $50 Mardi Gras food credit. However, with ********** ending soon, this gesture felt utterly inadequate. I explained to them that the express passes were not fully utilized due to the rides' technical issues, and our day was further shortened by my daughter's newfound fear of using the restrooms.
Business Response
Date: 04/10/2024
Hello,

This email is in response to Complaint ID: *******. As of 04/02/2024, 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, ** 32819

O ************
www.universalorlando.com

Customer Answer
Date: 04/11/2024
Good morning. I've been in contact with *********************** about the park issues, but I haven't heard from the Dockside Inn and Suites manager yet. ***** provided me with the manager's email, and although I reached out, there has been no personal connection. I plan to include my correspondence with ***** in the complaint. Indeed, ***** was helpful and addressed the park issues effectively, but I am dissatisfied with the lack of response from the ************************ particularly given the incident where a staff member walked in on a young child undressed. Maybe there should be a separate complaint for the hotel?
From ***********************:
Hello Summer,

Your feedback was shared with me by the Better Business Bureau (BBB) so I can further assist you on behalf of Universal Orlando Resort. Please allow me to begin by expressing my sincerest apologies and profound regret for the numerous disappointing experiences you detailed in your message. I can certainly understand and empathize with the frustrations and concerns you were left feeling after your visit, as I would undoubtedly feel the same way. I am personally disheartened by what you and your family endured at our parks and at Universals Endless Summer Resort ***********************, and I would like to see what I can do to further assist you.

I reviewed your previous correspondence with our ***** Communications team under case # and I appreciate the additional details you were able to provide them with. Please rest assured that all of the feedback within that email thread has been formally documented and forwarded to the respective leadership teams across the Resort for their internal review and future consideration as we continue to evaluate our operations for how we can improve the ***** Experience. I was hoping you might have some additional details regarding the attraction downtimes you mentioned in your correspondence with ***** Communications and the BBB, such as which attractions you experienced these delays at and the approximate time and respective date(s). Additionally, I wanted to check with you to see if you had reached out to the team at Universals Endless Summer Resort *********************** regarding the concerns you expressed about your stay. Our onsite hotels are owned and operated by ************ in partnership with Universal Destinations and Experiences, so we here at Universal Orlando unfortunately do not have access to their systems.

Whenever you have a moment, please feel free to respond to this email with that additional information. If youd prefer, I can also give you a phone call sometime this upcoming Sunday through Thursday, between 9:00 am EST and 4:00 pm EST. Please let me know what works best for you and Id be happy to coordinate a time to speak with you.

I hope youre having a great Thursday so far, and I look forward to hearing from you.
My response:
Good afternoon, *****. I appreciate you reaching out. I did report the issues at Dockside Inn during check-out. The attendant assured me that my concerns would be forwarded to the manager and that I would be contacted, yet I never received any follow-up. Despite completing the survey, there was no communication from management.

As for the park, I can't recall the exact times, but we encountered technical difficulties on the Journey, Transformers, ******, Jurassic, and Simpsons rides. We exited the queues due to a lack of information on when the issues would be resolved. The most difficult part was comforting my daughter after the bathroom incident; she now insists on using public restrooms only with my presence. As a mother who planned a quick trip after a significant loss, it was disheartening that it did not meet our expectations. Usually, we don't allow technical issues at the park to dampen our experience, but these problems, coupled with the bathroom incident, made our one-day visit to the park unsuccessful. I am grateful for the prompt customer service responses, and I recognize ******'s efforts to address the issues, but the offered compensation was inadequate.

***********************:
Hi Summer,

Thank you so much for taking the time to respond to my email.

Im so sorry to hear that you have not received any additional communication from the team at Universals Endless Summer Resort ***********************. I have gone ahead and personally reached out to their leadership team and requested that they connect with you to further assist with your concerns regarding your stay. As soon as I hear back from them, I will let you know so you can be on the lookout for a call or email from their team. You are also more than welcome to follow up with them in the meantime by calling ************ or by email at ******************************.

I truly do empathize with your and your daughters subsequent discomfort and chagrin following the incident at the restrooms outside of the ****** faade of ************************************************************************. I can assure you that your concerns have been shared with our **** Services leadership team for their internal review and respective follow up.

I do see that ****** offered you sixteen (16) Single Attraction Express Passes, which would equate to four (4) per person if your travel party consists of four (4) *****s, and one (1) Universal Orlando Gift Card in the amount of $50.00. Upon further review of your four (4) complimentary 2-**** Universal Express Unlimited Passes, I noted that they were used between eleven (11) and thirteen (13) times between 9:18 am and 6:42 pm on March 12, 2024. This would be considered full usage of these complimentary Express Passes and therefore, we will not be able to reinstate these or offer additional complimentary Express Passes. I sincerely apologize for any disappointment this may cause.

As a one-time exception, I would be happy to increase the total amount of Single Attraction Express Passes to five (5) per person, which would equate to twenty (20) in total for your party of four (4). These would assist in recovering the lost time you mentioned being caused by the five (5) attractions you had listed in your most recent email. Additionally, I would be happy to honor ******* additional offer of the one (1) Universal Orlando Gift Card in the amount of $50.00. These would never expire and would remain on file with ***** Services until you wish to redeem them. For your reference, our correspondence and this offer is formally documented under a new case number.

Please let me know if you would like for me to arrange these for you, and Id be more than happy to complete the respective documentation on my end. I hope you have a wonderful upcoming weekend.

My response:
Thank you, *****. I will accept your offer. I believe that ****** also said she would extend the Florida resident tickets expiration date.
Of all the issues, the bathroom issue is truly the most important. In the world we live in today with human trafficking, an attendant at the park should never make a young girl exit when she is asking to meet her mother in a certain area.
Summer *****
***********************:
Hello Summer,

I hope you had a great holiday weekend, if you were celebrating, and I appreciate your continued correspondence. I sincerely empathize and understand how upsetting the experience you and your daughter had at the restrooms near ************************************************************************ was, and I truly wish there was some way I could have helped prevent that entire situation from unfolding, in the moment. *** personally endured a similar, but not exactly the same, incident during my childhood, so I genuinely understand from a personal perspective how impactful something like that can be. I do not intend to come off as redundant, but I can assure you that the leadership of our **** Services team overseeing that area has already been directly notified of what happened, and I shared the details you provided us for their internal review, as well.

Ive gone ahead and completed my documentation along with arranging the fulfillment for twenty (20) Single Attraction Express Passes and one (1) Universal Orlando Gift Card in the amount of $50.00 under case number. These items will never expire and have no blockout dates, so please feel free to redeem and enjoy these at your leisure. You can pick these up at any ***** Services location within Islands of Adventure and Universal Studios Florida by presenting your case number along with your photo ID. If the ***** Services locations at the front of the park are busy, there are satellite locations in each park that usually have a shorter wait. In Islands of Adventure, the satellite locations are in Marvel Super Hero Island near the Comic Book Shop, Hogsmeade Station right outside of the queue entrance for the Hogwarts Express, and in Jurassic **** in between the Watering Hole bar and *************** restaurant. In Universal Studios Florida, the satellite locations are at ******************* in ****** (the exterior of Diagon Alley) and right near ************************* in the World Expo area. Please be aware that these satellite ***** Services locations are open from 10:00 am to 7:00 pm each day (subject to change).

Additionally, I would be happy to assist you regarding the expiration date of your four (4) 2-**** 1-Day ****-to-**** + 2-Days Free Florida Resident Promotional tickets if you are unable to use the two (2) remaining days of admission by June 26, 2024. As these tickets are valid until then, we would not be able to arrange any ticket extensions until the tickets have expired; therefore, I would kindly ask that you reach out to me directly sometime after June 26, 2024, so I can assist according to any unused admission entitlements remaining after that date. You can reach me via email at ********************************************* or by phone at ************. I have also documented this offer of assistance with any unused portion of your tickets under your case number.

One last thing that I wanted to check in with you about is regarding if youve been able to connect with the team at Universals Endless Summer Resort - Dockside Inn and Suites. Please let me know if you have not, and I would be more than happy to reach out to them again on your behalf and request that they get in touch with you regarding your concerns as soon as possible.

In the meantime, please do not hesitate to let me know if there is anything else I can be of assistance with. Thank you.
My response:
Good afternoon, *****. Indeed, we had a pleasant Easter; it was busy but enjoyable. I trust you also had a delightful holiday. Thank you for acknowledging the gravity of the bathroom situation, and I hope this will avert future incidents. Regrettably, I have yet to receive a response from the Dockside Inn, which is quite disheartening. Nonetheless, I am grateful for your assistance and the professional and courteous manner in which you have addressed my complaint.

Summer Tozzi

Customer Answer
Date: 04/11/2024

Complaint: 21466946

I am rejecting this response because: Date Sent: 4/11/2024 10:24:37 AM
Good morning. I've been in contact with *********************** about the park issues, but I haven't heard from the Dockside Inn and Suites manager yet. ***** provided me with the manager's email, and although I reached out, there has been no personal connection. I plan to include my correspondence with ***** in the complaint. Indeed, ***** was helpful and addressed the park issues effectively, but I am dissatisfied with the lack of response from the ************************ particularly given the incident where a staff member walked in on a young child undressed. Maybe there should be a separate complaint for the hotel?
From ***********************:
Hello Summer,

Your feedback was shared with me by the Better Business Bureau (BBB) so I can further assist you on behalf of Universal Orlando Resort. Please allow me to begin by expressing my sincerest apologies and profound regret for the numerous disappointing experiences you detailed in your message. I can certainly understand and empathize with the frustrations and concerns you were left feeling after your visit, as I would undoubtedly feel the same way. I am personally disheartened by what you and your family endured at our parks and at Universals Endless Summer Resort ***********************, and I would like to see what I can do to further assist you.

I reviewed your previous correspondence with our ***** Communications team under case # and I appreciate the additional details you were able to provide them with. Please rest assured that all of the feedback within that email thread has been formally documented and forwarded to the respective leadership teams across the Resort for their internal review and future consideration as we continue to evaluate our operations for how we can improve the ***** Experience. I was hoping you might have some additional details regarding the attraction downtimes you mentioned in your correspondence with ***** Communications and the BBB, such as which attractions you experienced these delays at and the approximate time and respective date(s). Additionally, I wanted to check with you to see if you had reached out to the team at Universals Endless Summer Resort *********************** regarding the concerns you expressed about your stay. Our onsite hotels are owned and operated by ************ in partnership with Universal Destinations and Experiences, so we here at Universal Orlando unfortunately do not have access to their systems.

Whenever you have a moment, please feel free to respond to this email with that additional information. If youd prefer, I can also give you a phone call sometime this upcoming Sunday through Thursday, between 9:00 am EST and 4:00 pm EST. Please let me know what works best for you and Id be happy to coordinate a time to speak with you.

I hope youre having a great Thursday so far, and I look forward to hearing from you.
My response:
Good afternoon, *****. I appreciate you reaching out. I did report the issues at Dockside Inn during check-out. The attendant assured me that my concerns would be forwarded to the manager and that I would be contacted, yet I never received any follow-up. Despite completing the survey, there was no communication from management.

As for the park, I can't recall the exact times, but we encountered technical difficulties on the Journey, Transformers, ******, Jurassic, and Simpsons rides. We exited the queues due to a lack of information on when the issues would be resolved. The most difficult part was comforting my daughter after the bathroom incident; she now insists on using public restrooms only with my presence. As a mother who planned a quick trip after a significant loss, it was disheartening that it did not meet our expectations. Usually, we don't allow technical issues at the park to dampen our experience, but these problems, coupled with the bathroom incident, made our one-day visit to the park unsuccessful. I am grateful for the prompt customer service responses, and I recognize ******'s efforts to address the issues, but the offered compensation was inadequate.

***********************:
Hi Summer,

Thank you so much for taking the time to respond to my email.

Im so sorry to hear that you have not received any additional communication from the team at Universals Endless Summer Resort ***********************. I have gone ahead and personally reached out to their leadership team and requested that they connect with you to further assist with your concerns regarding your stay. As soon as I hear back from them, I will let you know so you can be on the lookout for a call or email from their team. You are also more than welcome to follow up with them in the meantime by calling ************ or by email at ******************************.

I truly do empathize with your and your daughters subsequent discomfort and chagrin following the incident at the restrooms outside of the ****** faade of ************************************************************************. I can assure you that your concerns have been shared with our **** Services leadership team for their internal review and respective follow up.

I do see that ****** offered you sixteen (16) Single Attraction Express Passes, which would equate to four (4) per person if your travel party consists of four (4) *****s, and one (1) Universal Orlando Gift Card in the amount of $50.00. Upon further review of your four (4) complimentary 2-**** Universal Express Unlimited Passes, I noted that they were used between eleven (11) and thirteen (13) times between 9:18 am and 6:42 pm on March 12, 2024. This would be considered full usage of these complimentary Express Passes and therefore, we will not be able to reinstate these or offer additional complimentary Express Passes. I sincerely apologize for any disappointment this may cause.

As a one-time exception, I would be happy to increase the total amount of Single Attraction Express Passes to five (5) per person, which would equate to twenty (20) in total for your party of four (4). These would assist in recovering the lost time you mentioned being caused by the five (5) attractions you had listed in your most recent email. Additionally, I would be happy to honor ******* additional offer of the one (1) Universal Orlando Gift Card in the amount of $50.00. These would never expire and would remain on file with ***** Services until you wish to redeem them. For your reference, our correspondence and this offer is formally documented under a new case number.

Please let me know if you would like for me to arrange these for you, and Id be more than happy to complete the respective documentation on my end. I hope you have a wonderful upcoming weekend.

My response:
Thank you, *****. I will accept your offer. I believe that ****** also said she would extend the Florida resident tickets expiration date.
Of all the issues, the bathroom issue is truly the most important. In the world we live in today with human trafficking, an attendant at the park should never make a young girl exit when she is asking to meet her mother in a certain area.
Summer *****
***********************:
Hello Summer,

I hope you had a great holiday weekend, if you were celebrating, and I appreciate your continued correspondence. I sincerely empathize and understand how upsetting the experience you and your daughter had at the restrooms near ************************************************************************ was, and I truly wish there was some way I could have helped prevent that entire situation from unfolding, in the moment. *** personally endured a similar, but not exactly the same, incident during my childhood, so I genuinely understand from a personal perspective how impactful something like that can be. I do not intend to come off as redundant, but I can assure you that the leadership of our **** Services team overseeing that area has already been directly notified of what happened, and I shared the details you provided us for their internal review, as well.

Ive gone ahead and completed my documentation along with arranging the fulfillment for twenty (20) Single Attraction Express Passes and one (1) Universal Orlando Gift Card in the amount of $50.00 under case number. These items will never expire and have no blockout dates, so please feel free to redeem and enjoy these at your leisure. You can pick these up at any ***** Services location within Islands of Adventure and Universal Studios Florida by presenting your case number along with your photo ID. If the ***** Services locations at the front of the park are busy, there are satellite locations in each park that usually have a shorter wait. In Islands of Adventure, the satellite locations are in Marvel Super Hero Island near the Comic Book Shop, Hogsmeade Station right outside of the queue entrance for the Hogwarts Express, and in Jurassic **** in between the Watering Hole bar and *************** restaurant. In Universal Studios Florida, the satellite locations are at ******************* in ****** (the exterior of Diagon Alley) and right near ************************* in the World Expo area. Please be aware that these satellite ***** Services locations are open from 10:00 am to 7:00 pm each day (subject to change).

Additionally, I would be happy to assist you regarding the expiration date of your four (4) 2-**** 1-Day ****-to-**** + 2-Days Free Florida Resident Promotional tickets if you are unable to use the two (2) remaining days of admission by June 26, 2024. As these tickets are valid until then, we would not be able to arrange any ticket extensions until the tickets have expired; therefore, I would kindly ask that you reach out to me directly sometime after June 26, 2024, so I can assist according to any unused admission entitlements remaining after that date. You can reach me via email at ********************************************* or by phone at ************. I have also documented this offer of assistance with any unused portion of your tickets under your case number.

One last thing that I wanted to check in with you about is regarding if youve been able to connect with the team at Universals Endless Summer Resort - Dockside Inn and Suites. Please let me know if you have not, and I would be more than happy to reach out to them again on your behalf and request that they get in touch with you regarding your concerns as soon as possible.

In the meantime, please do not hesitate to let me know if there is anything else I can be of assistance with. Thank you.
My response:
Good afternoon, *****. Indeed, we had a pleasant Easter; it was busy but enjoyable. I trust you also had a delightful holiday. Thank you for acknowledging the gravity of the bathroom situation, and I hope this will avert future incidents. Regrettably, I have yet to receive a response from the Dockside Inn, which is quite disheartening. Nonetheless, I am grateful for your assistance and the professional and courteous manner in which you have addressed my complaint.

Summer Tozzi

Sincerely,

Summer *****
Business Response
Date: 04/12/2024
Hello,

This email is in response to Complaint ID: ********. As of 04/11/2024, we have personally connected with the Guest and ensured this matter is resolved and closed for Universal Orlando Resort. 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, ** 32819

O ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 04/17/2024

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. Universal studios 647429748722 park staff was very professional with correspondence. Unfortunately, the hotel still has not contacted me although they have refunded me one night.

Sincerely,

Summer *****
Initial Complaint
Date:02/15/2024
Type:Billing 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 2/13/2024 I purchased online tickets that were to be sent via email so I could have mobile tickets. The confirmation or ticket never came through, although the charge shows in my bank account as charged. So I call costumer services and they advise that somtimes it takes time to process- so since the tickets are for the very next day to go the the guest service at the park. Well I drive 3 hours and on arrival to park spend 1 hr in line at guest service and provided her with the confirmation number. She calls someone and says that the charge will fall off since in in the pending status and she says the only thing that she can do is sell me additional tickets. She assured me the charge would fall off. Well I did not feel comfortable leaving the $480+ charge and then purchasing and additional and of similar value. Thats a very expensive amount! But because she reassured me that it would fall off I did. - the charges have turned from pending to charged today. I am furious because 1) the online person assured me that guests service could fix my issue causing me to drive my 12 yr old and I spent the gas, on her birthday got up early. ( had I known I had to purchase another ticket to get in, we would have done something else) 2) I was assured at the guest service window that the charge would fall off and tricked into buying an additional ticket. If she had told me that Id have to pay again and not to expect a refund- we would have left and found something less expensive to do ( even though we waisted the whole morning in line. Confirmation #U08902283
Business Response
Date: 03/01/2024
Hello,

This email is in response to Complaint ID: ********. As of 03/01/2024, we are happy to confirm that the Guest has been fully assisted, and we consider this matter closed on our end. The Guest has been made 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, ** 32819

O ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Customer Answer
Date: 03/01/2024

Complaint: 21296576

I am rejecting this response because: while I did reject the charge on my credit card, and file it as a fraudulent charge, my bank did refund me the money. While I desire no further action from Universal at this time as my funds have been returned, I am definitely wanting this complaint to stand, as a complaint. The fact that I had to go through this process instead of the 2 service desks that I waited for to inform them of no tickets being issued- only to be reassured that the charge would fall off. It definitely put a damper on the enjoyment of the day, and took time out the day that we lost by having to stand in line.
Id like to give a big Thank you to the BBB for putting pressure on universal to do the right thing, that they should have done to begin with. Instead I had to go through this whole process in order to get a refund.

Sincerely,

*****************************
Business Response
Date: 03/03/2024
Hello,

This email is in response to Complaint ID: ********. As the Guest confirmed in their response to the Better Business Bureau, their desired settlement of a full refund was obliged and fulfilled. The Guest's feedback has also been formally documented. As such, we still consider this matter to be fully resolved. The Guest has been made 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, ** 32819

O ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET
Initial Complaint
Date:02/01/2024
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.
I took my daughter to Universal Studios on January 25th, I spent $412 on tickets. 4 of the rides we wanted to go on were closed, we waited in line twice for other rides, over an hour! for both, only to get turned away due to the ride being "delayed". After 6 hours, we rode 1 ride. I went to the service desk to ask if we could leave and get tickets for a different day since there were issues, I was told but an EXTEMELY rude person *** that he would not be able to do anything. He offered to give me a few fast passes but for a different day! I was visiting my daughter from *************, so I would have to come back, book another flight and buy 2 more tickets for an additional $400! to get a few fast passes :( Very disappointing. He could have at least let us use the fast passes for the same day since we rode only 1 ride! He gave us dirty looks and said you came in at 10:45, its 3:30 now, I said yes and we haven't been on a ride yet!! He said oh well I cant help you. VERY frustrating. What a waste of time and money :( Very Poor customer service. *** was so rude we just left.. The guy in front of us said the same thing, *** was the rudest person he has ever had to deal with.
Business Response
Date: 02/20/2024
Hello,

This email is in response to Complaint ID: ********. As of 02/20/2024, 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, ** 32819

O ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET

Customer Answer
Date: 02/21/2024

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:01/31/2024
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.
Me and my family went to universal studios 2 months ago to where we had having fun until I was getting thirsty I seen the promotion for the refillable drink to where I bought one to where the juice stations had no juice, only water, their were no ice as well, and got home my cup lid and straw got broke to where I contacted guest services, they told me I can get a replacement but wanted refund because I didnt not to go through this again so, but they didnt want to give me a refund so. I will not be visiting universal again. I spend 20$ and change for a cup
Business Response
Date: 02/04/2024
Hello,

This email is in response to Complaint ID: ********. As of 02/04/2024, 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

**** Universal Studios Plaza
Orlando, ** 32819

O ************
www.universalorlando.com

PRIVILEGED AND CONFIDENTIAL | UNIVERSAL ORLANDO CONFIDENTIAL PROPRIETARY INFORMATION AND/OR TRADE SECRET

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Universal Orlando is NOT a BBB Accredited Business.