Universal Studios Florida was dubbed “The Little Park That Could” during its early years, after a disastrous opening day nearly caused it to fail. Even after the complex finally found its legs, few people ever expected it to become anything more than an add-on to a Walt Disney World vacation. But when Universal acquired the theme park rights to Harry Potter, and current owner Comcast began pouring money into the parks, people began to take notice.
With Disney’s recent questionable choices, particularly FastPass Plus and My Disney Experience, Universal is looking to capitalize. Beyond the Potter hype, people are finally taking notice of all the little things Universal does to create an excellent guest experience. In fact, one of the most frequent comments from long-time Disney loyalists after their first Universal vacation is how much more relaxed they felt at Universal. Here are 5 ways that Universal makes that happen.
Editor’s Note: The views below are Lisa’s, and do not necessarily reflect those of everyone at Theme Park Tourist!
5. Express Passes
MIB Express EntranceThe Express queue is typically less than 15 minutes.
While Disney spent millions on FastPass Plus, Universal kept doing what it has always done—giving free Express passes to its hotel guests and offering them for sale to everyone who walks through the gates. Instead of making ride reservations 60 days in advance, or running around the parks to pick up legacy FastPasses, you can decide to buy an Express pass at any time during your visit—except on extremely crowded days, when Express occasionally sells out. With pass in hand, you simply use the Express queue instead of the Standby, at almost every attraction, all day long. Hotel guests get unlimited Express, which allows you to use Express over and over again at the same attraction. This option is also available for day visitors at a higher price than regular Express, which allows one use per attraction.
Is a pay-to-play system fair and equitable to all? That depends on your perspective, but there is no doubt that it works. The pricing, which is based on projected crowd levels, creates a self-limiting system. Some people never visit without an Express pass, even on days with light attendance. Others refuse to buy one even on the most crowded day of the year. The balance between the two extremes creates a system that generally keeps Express waits under 15 minutes and Standby waits under an hour (extremely hyped new attractions such as the Gringott’s ride, which does not have Express access, notwithstanding).
4. Walking distances
CityWalkEverything is within easy walking distance at Universal Orlando, including the CityWalk entertainment district.
If you are used to vacationing at Walt Disney World, you are probably all too familiar with the crush of people trying to get on a resort bus after the fireworks. How about allowing two hours to make it to your dinner reservation? Allowing time to hike from your room to the hotel bus stop when trying to make rope drop?
Universal Orlando is compact, and it is easy to walk from even the most distant onsite hotel room to the parks in less than 30 minutes. Water taxis and shuttle buses run continuously, but many people enjoy the freedom of being entirely on their own schedule. The paths are pretty and well-marked, helping you relax on your way to or from your destination. Who knew that getting there really could be half the fun?
3. Dining reservations
MythosEven Mythos, voted Best Theme Park Restaurant in the World for multiple years, is easy get into without a reservation.
Do you want to eat at Le Cellier, Cinderella’s Royal Table or Be Our Guest? Get ready to hit the phone and the Disney dining reservations website simultaneously at precisely 180 days (6 full months!!) before your trip. Last minute tables are sometimes possible at less-popular venues, but beginning a vacation with no ADRs (Advance Dining Reservations) at all is a gamble few visitors are willing to take.
Can’t decide what you are in the mood for at Universal? Wander around, read the menus, and put your name on the list when you decide. Most of the time, you will be seated at virtually any Universal Orlando restaurant within 30 minutes of arrival. Of course, if you have a particular favorite that you want to be sure not to miss, making a reservation in advance is always smart. A week or so is more than sufficient for normal dining, while a month or two is prudent for a special Christmas or Valentine’s Day celebration.
2. More headliners
Dragon ChallengeDragon Challenge is just one of dozens of headliners at Universal Orlando.
At Walt Disney World, the headline attractions are the big draw that bring people in, but the vast majority of each park is filled with smaller, less exciting experiences. Epcot, for example, has only two headliners—Soarin’ and Test Track. Even the highly touted Mission: Space never seems to draw as many guests. While the smaller attractions are worth visiting in their own right, the relative lack of headliners creates an uneven distribution of guests.
Universal Orlando’s decision to build Diagon Alley inside Universal Studios, with Hogsmeade located at Islands of Adventure, was a brilliant way to distribute visitors across both parks. When you have had your fill of Harry Potter, dozens of headliners beckon in all directions. While the crowds might be Potter-oriented, they are not hanging around all day for lack of other available options.
1. Staff focus / guest experience
Baby DinoUniversal Orlando team members are highly focused on providing a great guest experience.
Disney was built on the Four Keys to guest service—Safety, Courtesy, Show and Efficiency—but the overwhelming and often conflicting responsibilities involved with FastPass Plus and now Standby Plus make it tough for Cast Members to focus on the guest experience. Tired, frustrated and responsible for explaining ever-changing and often glitchy technology to annoyed guests, Disney Cast Members are being put under serious strain (though, of course, most still do a tremendous job).
At Universal, Team Members are benefiting from Comcast’s dedication to making the parks spectacular. Working at a theme park is always stressful, but Team Members are constantly reminded to focus on the basics. They are also empowered and encouraged to go above and beyond in creating special guest interactions.
Does this mean that Disney Cast Members have lost their magic? Does it mean you won’t run into a surly or rude Universal team member? Absolutely not. Employees are humans, and all react to their environment in different ways. But overall, Disney Cast Members have a lot on their plates, while Universal team members can remain guest-focused. This means that you are more likely to feel more welcome and more celebrated at today’s Universal Orlando than at today’s Walt Disney World, and what could be more relaxing than that?
