We’ve had the opportunity to visit almost all of the Universal Studios parks around the world, and unfortunately, the one in Hollywood was the only one where we experienced poor customer service. Here are two of the most frustrating situations we encountered:
1. Security issue with my daughter: My 8-year-old daughter accidentally ran out of the park, and although I was behind her, I couldn’t stop her before she crossed the exit. When we reached the security gate, the staff informed us that, according to protocol, even though our family was inside, she had to stay outside the park alone and couldn’t re-enter. I tried to explain that she was a child and it wasn’t safe for her to be left alone outside, but they strictly adhered to protocol and told me that even if she were only 3 years old, she would have to wait outside on her own. This situation was not only confusing but also concerning from a safety standpoint.
2. Elevator issue: My younger daughter fell asleep in the stroller, and we wanted to move to the Jurassic Park area, which can only be accessed via escalators or an elevator. Despite the elevator being empty, the staff told us we could not use it and insisted we wake up the baby to go down the stairs. The only option they offered was to wait 25 minutes to see if a person with a disability needed the elevator, and if so, we could use it, but only under the condition that we woke up the baby first. The lack of flexibility and consideration for young children was quite clear.
In conclusion, while the park itself is beautiful, with well-maintained facilities and larger than other Universal parks I’ve visited, the customer service leaves much to be desired, especially when it comes to families with young children. The inflexible attitude and lack of empathy in these specific situations made for an experience that fell short of expectations.