Independent profile. Not owned, sponsored or endorsed by Universal Orlando.

Universal Orlando Reviews, Complaints & Contacts

Universal Orlando Resort in Orlando, Florida is operated by Universal City Development Partners, Ltd. d/b/a Universal Orlando Resort, which Comcast reports in its Theme Parks segment. This page lists the resort's own guest-service channels, the BBB and Trustpilot figures as displayed on 2026-10-16, and lawsuits reported in the news, with 17 archive reviews from 2006 to 2012 linked as complaints.

REVIEWS & COMPLAINTS19on USAComplaints · none in last 3 yrs · latest 2016
WEBSITEuniversalorlando.com
HEADQUARTERSOrlando, FL
PROFILE CHECKED2026-11-06
Submit a Complaint Read reviews & complaints ↓ Official website ↗
VERIFIED

Contacts & Payment

PhoneEmailAddress

Customer service & general contact

Cancel, billing & returns

Show all 13 contacts

Other contacts

VERIFIED

Locations

  • Headquarters1000 Universal Studios Plaza Orlando FL 32819
EDITORIAL

Company Information

BBB, Trustpilot

Legal name
Universal City Development Partners, Ltd.
Founded
1990
Business type
Theme park and resort operator in Orlando, Florida (Universal Studios Florida, Universal Islands of Adventure, Universal Epic Universe, Volcano Bay, hotels) doing business as Universal Orlando Resort; Comcast reports it in its Theme Parks segment
Website
universalorlando.comSource: Universal Orlando Resort website, checked 2026-10-16
Headquarters
Orlando, FLSource: Contact Us page, Guest Services: 'Business Address Universal Orlando Resort 1000 Universal Studios Plaza Or…, checked 2026-10-16
Owned by
Comcast CorporationSource: Comcast 10-K FY2025 reports Universal Orlando Resort in its Theme Parks segment, checked 2026-10-16

Universal Orlando Resort is operated by Universal City Development Partners, Ltd. d/b/a Universal Orlando Resort per the Universal Terms of Service, and Comcast reports it in its Theme Parks segment. As displayed on 2026-10-16, BBB lists it as not accredited with an A- rating and 180 complaints in three years, and Trustpilot shows 2.0 from 59 reviews.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBUniversal Orlando', Orlando, FL (amusement parks)
30 reviews · 180 complaints · average customer rating 1.03 / 5
Trustpilot
59 reviews · TrustScore 2 / 5
EDITORIAL

Complaint Themes

Long lines, wait times or crowdingTicket or Express Pass pricing, advertising or valueRefund, charge or money disputesLost, stolen or taken propertySecurity, employee conduct or guest treatment

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 19 historical complaints about Universal Orlando, published between 2006 and 2016. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

Show 14 more on this page
EDITORIAL

Complaint record

As displayed on 2026-10-16, the BBB profile titled 'Universal Orlando' (Orlando, FL, amusement parks) shows: not BBB accredited; BBB Rating A- with the reason 'Failure to respond to 1 complaint(s) filed against business'; '180 total complaints in the last 3 years' and '77 complaints filed in the last 12 months'; and an average of 1.03 out of 5 from 30 customer reviews. BBB page data lists the file as opened on 2004-10-01 and the business as started on 1990-06-01. Trustpilot shows 2.0 from 59 reviews for 'Universal Orlando Resort' on an unclaimed profile, and says it does not fact-check reviews. These are different sources and are not added together or combined with our own archive.

Our archive links 17 reviews from 2006 to 2012 as complaints about Universal Orlando (Universal Studios Florida, Islands of Adventure). Keyword matches in those 17 posts: 11 mention lines, waits or crowding; 11 mention tickets, Express Pass, price or advertising; 10 mention security, employees or guest service; 3 mention refunds or charges; 3 mention lost or stolen property. A keyword match is not a finding about any one claim. Archive posts that are about other businesses using the Universal name (a timeshare club, a 'Fun Pass' phone offer, travel agencies, Universal Studios Hollywood) are not linked.

Had an experience with Universal Orlando? Tell other people what happened.

Submit a Complaint
EDITORIAL

Universal Orlando complaints: where to go for tickets, Express Pass, lost items and injuries

This page was checked on 2026-10-16. Universal Orlando Resort's Contact Us page lists a Guest Contact Center (Monday to Friday 7:30am-11pm EST, Saturday and Sunday 7:30am-10pm EST) and these numbers: Guest Services (407) 224-4233 or toll free (877) 589-4783 (8:30 am-7:00 pm EST, seven days a week), general information (407) 363-8000, vacation packages and ticketing (877) 801-9720, hotel reservations (888) 273-1311 and passholder services (888) 5-FLEXPAY.

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It also has an Email Us form with a field for the ticket or order number, and says replies come 'usually within 48 hours'.

  • Ticket, package or charge problem. Keep the order number and receipts, and contact the ticketing line or the Email Us form. The FAQ of Universal's online ticket store (an Interval partner store page) says: 'Generally, all purchases are final and no refunds are available. If your vacation plans change, please remember that unused tickets do not expire unless otherwise noted.' It gives 1-407-224-7840 for customer service. The Contact Us page and the Terms of Service were not found to contain a separate refund policy on 2026-10-16, so ask the company which rules apply to your purchase.
  • Express Pass or Express Now. The Express Passes page says posted wait times 'are estimates and may vary due to weather, demand, and downtimes, and are not guaranteed', and tells guests who bought Express Now for an attraction whose rider requirements they cannot meet to contact Guest Services.
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    The same page says guests who miss their Express Now queue entrance window 'will forfeit the use of their Universal Express Now', and that it 'cannot be exchanged for another participating ride or attraction'. Read the terms shown at purchase.

  • Lost item. The park FAQ says to complete the online Lost Item Report, after which the guest receives a notification about the item's status. The Contact Us page says 'Boomerang, a third party provider, handles Lost and Found for Universal Orlando Resort' and lists (407) 224-4233 for questions.
  • Injury or safety concern. Report it to Guest Services at the time and keep names, times and photos. Civil claims are handled in court (see the litigation section).
  • Consumer complaint to the state. The Florida Department of Agriculture and Consumer Services (FDACS) File a Complaint page says it can help with complaints about a business 'regardless of whether we regulate the specific industry'; its footer lists 1-800-HELP-FLA (1-800-435-7352), Monday to Friday 8:00 a.m.-5:00 p.m. EST.

Before disputing a charge, note the Universal Terms of Service (last updated June 30, 2026), section 26, 'Litigation of All Disputes; Jury Waiver; No Class Relief'. It defines a Dispute to include 'any purchases of tickets, passes, hotel accommodations, and/or vacation packages', says Disputes 'shall be resolved exclusively in the federal or state (including small claims) court sitting in Orange County, Florida, and neither party shall be required to arbitrate any claims against the other', applies Florida law, and contains a jury-trial waiver and a class-action waiver.

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Section 26(b) says many Disputes can be resolved informally with customer service at [email protected] and encourages a written notice before litigation; it does not make that step mandatory.

EDITORIAL

Lawsuits and court filings

Court records

No consumer class action or regulator order against Universal City Development Partners was identified on 2026-10-16 in news searches and the Justia docket search for the M.D. Fla. party names listed on this page. Everything on this page is an allegation in a filing or a statement in a report, not a finding. Docket types such as 'P.I.: Other' do not state what a case is about.

More on the lawsuitsShow less
  • Federal docket 6:2026cv02109 (Lundy v. Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KG). Justia lists a Notice of Removal filed September 18, 2026 in the U.S. District Court for the Middle District of Florida, nature of suit 'P.I.: Other', jury demanded by both. Its docket page (last retrieved September 18, 2026) lists Universal's notice of lead counsel. The docket does not state the claims.
  • Federal dockets 6:2026cv00158 (Freeman) and 6:2026cv00152 (Reinelt). Each names Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KG as defendants and is listed as 'P.I.: Other': Freeman as a diversity notice of removal filed January 22, 2026 (Justia docket last retrieved June 5, 2026), Reinelt as a diversity personal-injury case filed January 21, 2026 (last retrieved January 29, 2026). The dockets do not state the claims or the attraction.
  • News 6 report, September 2025. News 6 (published September 27, 2025, updated September 28) reported that a woman sued Universal City Development Partners Ltd. in Orange County court on September 24, 2025, alleging her head 'shook violently and slammed into the seat's headrest' on the Epic Universe coaster Stardust Racers, alleging negligence and seeking damages above $50,000. It reported that court records showed a Notice of Settlement and a Voluntary Dismissal within days; terms were not stated.
  • News 6 report, October 2026. On October 6-7, 2026, News 6 reported a suit by a parent alleging that a child 'lost consciousness as a result of the forces generated by the attraction' on Stardust Racers in October 2025, naming Universal (negligence) and the coaster designer Mack Rides (products liability). News 6 said Universal had not responded to its request for comment. This page has not matched that suit to a docket number on this page.
  • September 2025 death report. News 6 (October 6, 2026) reported that investigative documents show a 32-year-old man was found unresponsive on Stardust Racers in September 2025, that the medical examiner listed 'multiple blunt impact injuries', and that investigators determined the incident was an 'accidental death' and the case is closed. This page makes no statement of its own about the cause.
PUBLIC RECORD

Court & Public Records

Lundy v. Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KG

Filed

U.S. District Court for the Middle District of FloridaDocket 6:2026cv02109Source ↗

Filed — no final outcome recorded

The claims are not stated on the docket.

Case details: Lundy v. Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KGShow less

Justia lists a Notice of Removal (28 U.S.C. 1441) filed September 18, 2026, nature of suit 'P.I.: Other', jury demanded by both parties. Its docket page, last retrieved September 18, 2026, shows no ruling.

Freeman v. Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KG

Filed

U.S. District Court for the Middle District of FloridaDocket 6:2026cv00158Source ↗

Filed — no final outcome recorded

The claims are not stated on the docket.

Case details: Freeman v. Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KGShow less

Justia lists a diversity notice of removal filed January 22, 2026, nature of suit 'P.I.: Other', jury demanded by both parties. Its docket page, last retrieved June 5, 2026, shows a Rule 7.1 disclosure statement at filing 40 and no ruling on the merits.

Reinelt v. Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KG

Filed

U.S. District Court for the Middle District of FloridaDocket 6:2026cv00152Source ↗

Filed — no final outcome recorded

The claims are not stated on the docket.

Case details: Reinelt v. Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KGShow less

Justia lists a diversity personal-injury case filed January 21, 2026, nature of suit 'P.I.: Other', jury demanded by both parties. Its docket page, last retrieved January 29, 2026, shows no ruling.

EDITORIAL

Who runs Universal Orlando

The Universal Terms of Service (last updated June 30, 2026) name 'Universal City Development Partners, Ltd. d/b/a Universal Orlando Resort' first among the entities that, among others, including Universal City Studios LLC d/b/a Universal Studios Hollywood, Universal Studios LLC d/b/a Universal CityWalk Hollywood, NVU - Vegas LLC d/b/a Universal Horror Unleashed, Universal City Travel Partners d/b/a Universal Parks & Resorts Vacations, NBCUniversal Media, LLC and Comcast Corporation and their subsidiaries and affiliates, are collectively called 'Universal'. Comcast's Form 10-K for 2025 describes Universal Orlando Resort in its Theme Parks segment as 'three theme parks, Universal Studios Florida, Islands of Adventure, and our newest theme park, Epic Universe', plus the water park Volcano Bay, all in Orlando.

Comcast's October 17, 2024 press release announced that Universal Epic Universe, 'Universal Orlando Resort's highly anticipated fourth theme park', would open on May 22, 2025. The Business Address given under Guest Services on its Contact Us page is 1000 Universal Studios Plaza, Orlando, Florida 32819-7610. Universal Studios Hollywood is a separate park in California; the Terms name a different entity for it (Universal City Studios LLC), and archive complaints about that park are not counted on this page.

VERIFIED

Company Relationships

  • Owned byComcast Corporation
  • Affiliated withUniversal City Studios LLC (Universal Studios Hollywood)
EDITORIAL

Frequently Asked Questions

What is the Universal Orlando guest services phone number?

The Contact Us page lists Guest Services at (407) 224-4233 and toll free at (877) 589-4783, 8:30 am-7:00 pm EST seven days a week; ticketing and vacation packages (877) 801-9720; hotel reservations (888) 273-1311 (opened 2026-10-16).

Who operates Universal Orlando Resort?

The Universal Terms of Service (last updated June 30, 2026) name 'Universal City Development Partners, Ltd. d/b/a Universal Orlando Resort' among the entities collectively called 'Universal', together with NBCUniversal Media, LLC and Comcast Corporation and their subsidiaries and affiliates. Comcast's 2025 Form 10-K reports Universal Orlando Resort in its Theme Parks segment.

Are Express Pass wait times guaranteed?

The Express Passes page says posted wait times 'are estimates and may vary due to weather, demand, and downtimes, and are not guaranteed' (opened 2026-10-16). Read the terms shown for the product at purchase.

How do I report a lost item at Universal Orlando?

The park FAQ says to complete the online Lost Item Report; the guest then receives a notification about the item's status (opened 2026-10-16).

Where is the Universal Orlando ticket refund policy?

A written ticket-refund policy was not located in the pages read on 2026-10-16. The Email Us form on the Contact Us page includes a field for the ticket or order number, and the ticketing line is (877) 801-9720.

What does BBB show for Universal Orlando?

BBB's Orlando file for Universal Orlando (amusement parks), opened in BBB's records on 2004-10-01, showed on 2026-10-16 an A- rating with BBB citing 'Failure to respond to 1 complaint(s) filed against business', no BBB accreditation, 77 complaints filed in the last 12 months within 180 over three years, and an average of 1.03 out of 5 from 30 customer reviews.

Is Universal Studios Hollywood covered by this page?

No archive complaint about Universal Studios Hollywood is counted here. The Terms of Service name Universal City Studios LLC d/b/a Universal Studios Hollywood as a separate entity from Universal City Development Partners, Ltd. (Universal Orlando Resort).

What do the Terms of Service say about class relief and jury trials?

Section 26 of the Terms of Service (last updated June 30, 2026) is titled 'Litigation of All Disputes; Jury Waiver; No Class Relief'. It sends a Dispute, defined to include purchases of tickets, passes, hotel accommodations and vacation packages, 'exclusively' to the federal or state (including small claims) courts in Orange County, Florida, says 'neither party shall be required to arbitrate any claims against the other', applies Florida law, and includes a jury-trial waiver and a class-action waiver.

How can I complain to the state of Florida about Universal Orlando?

The FDACS File a Complaint page (opened 2026-10-16) says the department can help with a complaint about a business regardless of whether it regulates the industry; the page footer lists 1-800-HELP-FLA (1-800-435-7352), Monday to Friday 8:00 a.m.-5:00 p.m. EST.

Do Halloween Horror Nights tickets at Universal Orlando cost extra?

Universal Orlando's Halloween Horror Nights tickets page says: "Halloween Horror Nights is a separately ticketed event." The same page states "No rain checks, returns or refunds." and says tickets can be purchased in the Universal Orlando Resort App and scanned at the turnstile. As of November 2026 the page lists no tickets for sale and says "Be sure to keep checking back for 2027 event tickets."