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Welcome Back | A Letter From Universal Orlando’s President, Bill Davis

June 5, 2020
BillWithGuests2

Dear Universal Orlando Guests,

When we first made the decision in March 2020 to close Universal Orlando Resort in response to the coronavirus pandemic, we didn’t know how long it would be for. We didn’t know what the future held or what a reopening would entail. However, we did know that whenever we did make the decision to reopen, we’d want to make sure we’re letting our guests enjoy everything they love about our parks in a cautious and thoughtful way.  And we knew that we’d be stronger, more resilient, and even more eager to welcome our guests than ever before. 

Today we are excited to invite you to see that for yourself. Today Universal Orlando Resort ends its two-and-a-half month period of closure as we begin a phased reopening to the public.

Getting us here has been an in-depth process, and I am incredibly proud of the ways our Team Members have listened to experts and implemented new operational guidelines for the safety of our guests. At Universal Orlando Resort, we are following what we’re calling the three Ss. That’s screening, meaning we’re taking everybody’s temperature before they enter; sanitization, because we are constantly sanitizing areas and high-touch surfaces in the parks; and spacing, providing markings and reminders throughout our resort so guests can socially distance themselves from other parties.

BillWithTM

Things are going to feel a little different, and I encourage everyone to become well-versed in our updated operational guidelines, but know that everyone at Universal Orlando is looking forward to having you back. We’ve got a bit of a service mentality around here — whether we’re serving you food, getting you on a ride, selling you a T-Shirt — serving our guests is what we do and our Team Members are grateful for the opportunity to go the extra mile on your behalf.

Personally, I’ve missed the parks, too. Since I started at Universal Orlando in 2006, I have taken a weekly walk around the parks on Saturday mornings. This is how I stay in touch with our product, stay in touch with our Team Members, and get to know guests like you. Seeing people in our parks enjoying themselves and making memories with their families is energizing and invaluable to me. These past few months I’ve still gone for that weekly walk a couple times, and I can tell you with confidence that the parks just aren’t the same without you. 

BillWalking

If you are ready and set to come back, to let loose in our parks and enjoy all our destination has to offer, we are more than ready to welcome you. If you are hesitant for any reason to come back now, we will be just as thrilled to welcome you through the arches when you’re ready as we are today.

On June 7, Universal will be celebrating its 30th anniversary here in central Florida.

We’ll be here. We hope you will be here soon, too.

Sincerely, 
Bill Davis

BillWithGlobe

Universal Orlando Resort is adhering to the safety guidelines found here. To prepare for your upcoming visit, please read through these new guidelines, download the Universal Orlando App, and set up an account for ease once you get to the parks.

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21 Comments

  • Social Media Team
    Reply Social Media Team June 6, 2020 at 8:20 am

    Hello Marisa,
    We are saddened to hear of the experience you have described. This is definitely not the experience we are known for, nor the experience we would want our Guests to have. We have documented this incident to the location’s management teams so that they can make the proper improvements. We recommend reaching out to our Guest Service teams at (407) 224-4233 during operational hours so that we can work to make this right for you. We look forward to hearing from you.

  • Reply Lisa KING June 6, 2020 at 8:29 am

    Thank you for the update hopefully me and my family are planning to visit in August.

  • Reply Stacey Laney June 10, 2020 at 8:07 pm

    I just have one question,
    when we wear masks are we able to take them off while we eat a snack or have something to drink?
    sorry if it sounds like a dumb question.

  • Reply Carlos Aguirre June 16, 2020 at 4:56 pm

    Will there be a limit to how many people can be inside the park and will I have to social distance when I come with a loved one. Thank you

  • Reply Regina June 18, 2020 at 12:33 pm

    Will Universal be doing a fireworks show this year? What is the plan for July 4th?

  • Reply Pedro Matias June 21, 2020 at 3:59 am

    We will be there on October. Can’t wait.

  • Reply Dawn Anne Drouillard June 22, 2020 at 11:09 am

    We will be there in October. I really really hope HHN doesn’t cancel like Mickey’s Not-So-Scary Halloween.
    We are so happy the way Universal is handling their re-opening!! Thank you for everything you are doing and being such a light in such a low time!!
    Again Thank you!!

  • Reply Andi Bosar June 22, 2020 at 3:00 pm

    We recently visited both Universal and Islands of Adventure this past weekend and it was AMAZING! We had several things happen that made our experience wonderful. We just wanted to let you know that all of the safety procedures that were in place (even though the masks are annoying) were helpful and seemed to really run smoothly. We are pass holders, so we come quite a bit. Though, because of COVID, this was our first trip back since November.

    Thank you to the food manager of carts who helped make sure our cups were re-activated and our dining plans were all set. Thank you to one of the ride managers for checking in on us and making sure all was well. Thank you to the staff at Louie’s…we ordered via the mobile app and our pizza was out in 9 minutes once we sat down! Wow!

    Thank you to the operator at the Drop ride, for encouraging my daughter about her height and just speaking words of life over her. She was devastated that she wasn’t quite tall enough for the Hulk, but ecstatic that she was tall enough for the Drop! His words changed her entire day around!

    Thank you to the two folks in The Wizarding World of Harry Potter that helped our family get settled with new clothes and a new mask after an unfortunate occurrence after the Hagrid ride. Your kindness and words were exactly what we needed!

    Thank you to the two folks at the sweet shop in Universal who took the time, while my daughter carefully selected her treat and chatted with us. Thank you to the lady at the Today café who filled our drinks at the end of the day when all the Coke machines seemed to be down.

    I could go on and on. Literally, the positive interactions we had with team members this past weekend was priceless! This is WHY we love Universal. Thank you for making our Father’s Day weekend memorable and wonderful!

  • Reply patti June 22, 2020 at 8:12 pm

    Hi There! For annual pass holders, has there been any consideration of extension on the expiration date of the pass…since we all kinda got gypped with the Covid closure? Thank you

    • Social Media Team
      Reply Social Media Team June 22, 2020 at 8:36 pm

      Hello Patti, All Annual and Seasonal Pass expiration dates have been automatically extended by three (3) months to account for our theme parks’ previous closure. No further action is required from you. To confirm your new expiration date, you may call the Passholder hotline at 1-866-PASS-4-FUN or view in your wallet on the Universal Orlando Resort mobile app.

  • Reply Cynthia Zavala June 23, 2020 at 6:07 pm

    Hi! I wanna know if I can change the date for my tickets? We were planning to visit the park on September but we´re looking to change the date. Is it possible?

  • Social Media Team
    Reply Social Media Team June 23, 2020 at 6:19 pm

    Hi Cynthia! Please reach out to us at 407-224-7840 or GuestServices@universalorlando.com.

  • Reply Victoria June 24, 2020 at 1:31 pm

    I recently visited the park and was relieved to see the health care precautions and standards enforced and practiced. Everyone wore a mask at all times (except to eat, of course), employees squirted hand sanitizer on each guests’ hands’ before they entered a ride, employees (not just the maintenance crew) were seen wiping everything you can think of down at all times, and food service employees wore PPE.

    Not only was I relieved to see these practices put in effect consistently throughout both parks, I was impressed with the joyfulness of each employee. I have been to Universal literally thousands of times as both an employee and a guest. I have seen the flux of employee attitudes over the years. I was so happy to see such a great attitude exude from each and every employee on our visit. They were upbeat, cheerful, and waived as we walked by; every employee. I want to give kudos to their bosses and the President as I know this is not a small feat to accomplish. Employees are happy when they feel appreciated, valued, and heard and their attitude represents the attitudes they are given by upper management.

    As an ex employee and current UOAP holder, the above mentioned is why I am still such a huge fan of the Universal Family.

  • Social Media Team
    Reply Social Media Team June 25, 2020 at 4:18 pm

    Hi Amanda! Guests staying onsite at one of our Hotels is guaranteed entry as long as they have park tickets. Please visit our website for more information on our current changes: https://bit.ly/3fVC6B6 Feel free to give us a call at 407-224-4233 option 4 or send us an email at GuestServices@universalorlando.com if you have further questions!

  • Reply Meredith Davis June 26, 2020 at 1:49 pm

    This is great to see some good reviews and comments. I am planning to be there in August and hope we are able to come visit. Pricing for a family of 5 is a bit much, but I’m sure it will be worth it!!! 🙂

  • Reply Kim P. June 30, 2020 at 4:45 pm

    Hi there,
    Our family have purchased four day passes already and have downloaded the app. We plan on being there on July 15th. Since we have our tickets in advance, is it safe to assume we will be admitted? We do not need to make reservations for days in advance, do we?

    Looking forward to making memories to last a lifetime!

    • Social Media Team
      Reply Social Media Team June 30, 2020 at 5:03 pm

      Hi Kim! We do not have a reservation system to enter our parks! Since we are running at a limited capacity, we would suggest arriving as early as possible. If you are staying at one of our onsite Hotels, you would automatically be allowed into the parks as long as you have park tickets. Hope this helps.

  • Social Media Team
    Reply Social Media Team July 1, 2020 at 12:50 pm

    Hi Kim,
    At this time our capacity is limited, and yes this information will be posted on our site, For real-time updates, please check https://bit.ly/2AkpCUu or call our Guest Services team at 407-224-4233 option 4.

  • Reply Judy McIntosh July 2, 2020 at 8:21 am

    We have purchased tickets and express tickets for myself and my husband and four grandchildren. We were so looking forward to our trip. We were to fly from California but the airlines have changed our reservation which now makes our trip impossible. Can we get a refund on our tickets or maybe use them in California when they reopen?

    • Social Media Team
      Reply Social Media Team July 2, 2020 at 8:31 am

      Hi Judy! Could you please reach out to us at 407-224-4233 option 4 or send us an email at GuestServices@universalorlando.com, so we could further assist? We look forward to hearing from you!

  • Social Media Team
    Reply Social Media Team July 5, 2020 at 6:33 pm

    ¡Hola! Envíenos un correo electrónico a GuestServices@universalorlando.com, para que podamos ayudarlo más. Gracias!

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