Reviews

Handicapped and was harassed every time using the elevators. Beyond disappointed in the lack of care from staff discouraging me from using elevators and tram service. Its hard enough not being able to help my wife navigate with stroller and 2 toddlers, let alone being told by staff Im not priority because I dont use wheelchair. I regret getting 5 annual passes to a park that shows no compassion to customers with mobility disability.

Hello ****, Thank you for reaching out regarding your recent experience. We appreciate your perspective and are sorry to hear about the incident with the Team Member located at our ******************* services, as it is not indicative of the service we expect of our staff. We have forwarded your feedback to the appropriate leadership teams for further internal review. Thank you.

I will say that while our experience at ************** World was incredibly positive, and I hold no ill will towards any of the staff. The staff handled the event in question calmly and as kindly as possible. But the following experience was utterly humiliating, frustrating for all parties involved, and both could and should have been avoided. A member of my party was escorted off of the Secret Life of Pets ride under the pretense of "not being able to ride comfortably or safely." The lap bar, which was designed in a restrictive way which is suited for thrill rides/coasters and completely unnecessary for the safety of rider in a slow moving attraction, was both fully lowered and locked. The staff member who seated us had to unlock and lift the lap bar himself in order for my party member to try lowering it again. Once again, it was firmly in place. But we were still told that my party member could not ride. Meanwhile, another party member of the exact same size did not have this issue. This has nothing to do with safety. There was absolutely no risk involved, nor was there any discomfort. We left the park feeling frustrated, insulted, and unnecessary judged. This was after we witnessed a family of four allowed to be seated together after skipping the wait times by going through the single rider line in ***** Kart: ******** Challenge. Rules for attractions must be consistent. And I reiterate: there was no safety issue whatsoever. No guest should be left feeling as miserable after a park experience as our party member did.

Thank you for taking the time to share your feedback with us.At Universal Studios Hollywood, we strive to deliver fun and entertaining experiences to all our Guests. Im disappointed to hear about your experience and how our Team Members at The Secret Life of Pets: Off the Leash communicated our safety requirements to you. It is certainly never our intention to make anyone feel the way you describe, and I am very sorry.Guest safety and comfort is our top priority. For this ride, there is no specific size, weight, or height maximum, but the safety restraint must lock into the appropriate position. We have a test seat in front of the attraction so that Guests may try the safety restraint, before spending time in line. Your feedback is important to us and will be shared with the senior leadership team for the attraction, who will use it as an opportunity to make improvements to our processes and service.

My experience at Universal Studios Hollywood on 8/2/2023 was very disappointing worst day of my life so bad that I would rather go back to **** than go back to that place. The wait times were extremely long, consuming a lot of our time This place is not accommodating for Disable American Veterans. I did not want to go in the first place but I let my wife and *** and her friend talked me into it. I explain to the Universal staff of my condition and even showed them my Military ID saying that Im a disable Veteran they just didnt care I was in so much pain from the long wait times by the end of the day that I had to go to the VA hospital the next day. Universal tells me that they cant provide me a medical pass to not have to wait in line this place is absolutely not worth coming a long way for, The ONLY thing this place is good for is to take your money but again its Hollywood what would you expect.SeaWorld now on the other hand is VERY accommodating to our American Disable Veterans for any Vets that wants to visit a park

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. 

At our Park, 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. While we request Guests start this process prior to visiting the Park, we understand that is not always possible, so we do our best to assist in Guest Relations.

All of our queues are now wheelchair accessible and for many Guests, renting a wheelchair is the best option for navigating our lines. We're sorry you felt that this was not the best option for your situation.  

We understand how frustrating it must be to be denied an accommodation that perhaps you were expecting or may have received in the past. Please know that the updates to our polices are meant to provide the best possible experience for all our Guests. 

Thank you again for your feedback. We always appreciate an opportunity to improve our program and Guest experience. 

If I could I will give 0 starts We are a military family that went to Universal Studios as a family vacation on 8/20/2021 *********** Most of the rides were close due to maintenance , park close earlier, they didnt even had food . We had a horrible experience While leaving the park we went to guess service , and They told us to hold on to our tickets and in the future when we decide to visit again We will get complementary passes We explained to them we from another state and this may be couple years They told us as soon we hold on to this passes They can provide us with new passes but if we lose them . They couldn't do anything I called today to get my promise passes since We planning to go back next month Due to leaving on another state and life we can now go back A very rude representative name ******* said He couldnt find any information on his system in regards to my complaint and that is nothing he could do now I told him is very unfair as I was told to saved this passes and that will be all I need it But now He states that is no point of me going and explain him anything because He cant help me and wont help me I request a supervisor which he said he is the authority and ***** can go over him Very dissatisfied and disappointed Spend over $880 on 6 passes and had a horrible experience Vacation family trip ruin and this big company is not willing to make it better or resolved my issue I was told something that wasnt true, so They can just brush me off the date of my visit THIS IS AN BIG SCAM PROVIDE CUSTOMERS WITH INCORRECT INFORMATION AND FALSE PROMISES

Thank you for sharing your feedback. We apologize for any difficulties that occurred on your visit in 2021. Any offers for compensation are thoroughly documented in our system under a dedicated reference number. At this time, we have not been able to locate anything matching the request that you have described under your name in our system. If you are able to locate a reference number, or if there is another member of your party who may have the accommodations located under their name, please feel free to reach out to us again. Please be assured that we have addressed the matter with the management team at our ************ and they will be following up with the Team Member involved.

My family with my daughter on the spectrum Was just here few days ago for one day after memorial day weekend. Went to concierge for my daughters fast pass as she has autism and developmental disorder. The guest relations person who helped us is ***************************. He was excellent and made our vacation so much better. He made my daughter so happy and experience so good that we keep coming back here compared to any other theme parks. He made my daughter feel so welcomed even though shes non verbal, im sure she appreciates him and knows whats going on. ***************************, gave us water and balloon for my daughter to keep, He gave her options like headband, ID lanyard but my daughter picked the balloon. Thank h ******** for being emphatetic and understanding. It reflects to universal studios hollywood customer service is like.

We are delighted to hear about your positive experience with ********. At **********************, we take pride in providing outstanding service and memorable experiences to our Guests and its our Team Members who make that happen.Your kind words will be shared with our senior leaders and the entire team, and we will be sure that ******** receives some well-deserved recognition. We always appreciate opportunities to recognize our Team Members for a job well done!

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.