My friends and family and I went to Universal Mardi Gras this past weekend and had nothing, but the worst customer service ever!
It started at the ticket window. We waited over 35 minutes at the ticket window. Once, we arrived at the ticket window we were told that we needed to go to Guest Services for our tickets. We had waited 35 minutes in line. Could they bring the tickets over from guest services? No. Could we not wait in another 30 minute line? No. So after 35 minutes in line at the ticket window I went and waited in a 25 minute line at Guest Services before getting our tickets. Not cool Universal! Mardi Gras is a busy event. They know this. They should be better prepared and better staffed.
We finally got in and went and rode the Mummy which is typically my favorite ride. However, the sequencing was off and it really stunk today. We got stopped right before the "bug scene" and could hear the bugs and saw the other car go backwards. When we got to the bug scene it was already happening and we sat there with a blank screen. Boo! I told a staff member that their timing was off and their response was, "It happens."
Later that night it was starting to get chilly so I really wanted Hot Chocolate or Hot tea. We tried to go to Starbucks, but it easily had a 45 minute wait. Then we found out one of the Mardi Gras booths had Hot Chocolate. It was the crepes and coffee booth. I went to the restroom and he went and got in line. I came out of the restroom and waited in line with him. We get to the front and they say they don't have any hot chocolate. Okay, how about a cappuccino. Nope. Machine is broken. Could they have not announced that while were in line? Could they have put up a sign? Anything? That was 20 minutes of our lives wasted.
So, we went to stand in front of the stage for the concert. Meanwhile, I am still freezing so I have this idea that since my efforts at a hot beverage have failed I'll get a cocktail and that will warm me up. So my boyfriend holds our spot and I go to get us a cocktail. Now, this is towards the end of the parade so I am really fighting crowds to get back to the bar. Once I get back there I order a beer for him and a cocktail for me. The bartender asks for the other person. I was like, "He's up front by the stage." "Well, then you can only buy one drink." So, you are telling me I have to buy his drink, fight the crowd to get back to the front of the stage, hand it to him, then walk all over people again to come and get my drink and fight to get back to the front again? You can't seriously think that is going to happen? Not to mention I would have to wait in line at the bar twice too. I am not mad at the bartender. If this is Universal policy, then he was just doing his job. I just think this a bad policy. Disney lets you buy two, and if the wholesome Disney lets you buy two, then why Universal won't is beyond me. I'm not asking to buy 3 or 4, but I would imagine it is pretty common that one person in a couple goes to buy the drinks rather than both.
So I get the beer, not my cocktail and try to head back. Now Universal has but me off and makes me walk around the world in an attempt to get back to where my boyfriend is.
It was just beyond a frustrating experience. I know it was busy and crowded, and trust me I expect that from Mardi Gras, but if any staff member had been even the least bit apologetic for all the inconveniences or attempted to help me out, it would have gone a long way. read more