Halloween Horror Nights 35 (UO) - Speculation & Rumors

[mccgavin]

Negative guest experience impacts revenue.

This is a point that I feel like is going over many peoples' heads. Obviously, sometimes parks are going to make decisions that are not going to go over well with guests, and generally there is some strategy on what and how these things are done. Universal does not have as loyal of a following as Disney does, and they are in a more volatile situation if a noteworthy chunk of their guests are unsatisfied.

In recent years, it seems like long wait times have been one of the biggest pain points that some of the major parks have been trying to address. A lot of guests will tolerate some upcharges and food and beverage price increases, but waiting in long lines the entire day seems to be one of the biggest things that detracts people from making a return trip. This seems to be one of the major issues that Universal is trying to address with Epic at the moment.

I do think it is possible that Universal may see a genuine business incentive to try and get wait times down at HHN. Less time spent waiting in line is more time for guests to buy food/beverages/merch after all...

 

[Jake S]

Crowds still crazy, so people still coming, revenues still good.

Seems prudent to be proactive based on guest feedback rather than wait until attendance dips, doesn't it?

Plus, if they really wanted to improve guest experience and increase revenue from this change, then why not announce it early and scream from the rooftops that guest experience will improve with their new and improved ticket options.

I can think of plenty of reasons, but the most plausible to me is that Universal as a company just isn't that good at communicating with its customers.

I don't know how Universal weighted all the factors that went into this decision, but the experience of "regular guests" is absolutely one of the factors.

 

[Captain Spaulding]

I can think of plenty of reasons, but the most plausible to me is that Universal as a company just isn't that good at communicating with its customers.

Understatement of the century LOL

 

[tdmarshmallow]

So, the Hollywood zone... Do we think Cindy will actually be prominent and get her due, or is this just lip service for us Cindy fans?

 

[dxwwf3]

I can think of plenty of reasons, but the most plausible to me is that Universal as a company just isn't that good at communicating with its customers.

This is the single biggest flaw with Universal Orlando.

Just think about when Epic Universe opened and they decided to keep Celestial Park open an hour later than the rest of the park, but didn’t make a single announcement. You just had to sort of figure it out on your own when you were there. And also with Epic Universe, until recently, think about how chaotic Early Park Admission was. Nobody had any idea where you were or weren’t allowed to go if you weren’t staying on site. And if Battle at the Ministry was operating, how it used to be just open to anyone regardless of EPA eligibility or not.

Both of those things really stick out to me from last year as perfect examples of a total lack of proper communication

 

[dscott]

So what do we think - New York scare zone announced today and then other areas (Die-In/Club Horror) on Friday?

EDIT: Oh! I forgot about Central Park!

 

[Markus]

Decided to just get on with getting my tickets now. Although there may be some multi (non express) ones come about on Tuesday, it would likely only be a small saving at best if I waited.

Got my 3 nights with express booked for my 2 week trip from UK. Cost us about £400(ish) extra than I originally planned but I did budget for that if prices took a hike, though I didn't expect the multi w/ express to be pulled completely.

I can relax and look forward to the trip now without the building anxiety.

We all still thinking Evil Dead Burn and Ozzy for the last 2 houses?

 

[rhino4evr]

This is a point that I feel like is going over many peoples' heads. Obviously, sometimes parks are going to make decisions that are not going to go over well with guests, and generally there is some strategy on what and how these things are done. Universal does not have as loyal of a following as Disney does, and they are in a more volatile situation if a noteworthy chunk of their guests are unsatisfied.

In recent years, it seems like long wait times have been one of the biggest pain points that some of the major parks have been trying to address. A lot of guests will tolerate some upcharges and food and beverage price increases, but waiting in long lines the entire day seems to be one of the biggest things that detracts people from making a return trip. This seems to be one of the major issues that Universal is trying to address with Epic at the moment.

I do think it is possible that Universal may see a genuine business incentive to try and get wait times down at HHN. Less time spent waiting in line is more time for guests to buy food/beverages/merch after all...

But how much will it really improve the regular guest experience ? The park will still be crowded. This may reduce express lines , but it could also open up the sale of additional express availability on any given day. I guess we shall see.

 

[Chumpieboy]

I had this thought and was going to put it in the HHN Wish List thread but here is good too:

Keep the Frequent Fear Pass for locals and those who want a many night ticket.

Introduce a new Flex Fear Pass that is good for two to five nights. This ticket would offer multinight options at a discount, similar to their existing multiday tickets. It would also have an expiration date so you can't buy one and go three nights throughout the event, like their existing multiday tickets*. Adding on Express would be an option. If they really wanted to they could even attach the Flex Fear to the hotel reservation process.



Since the FFP w/ Express crowd are super fans the answer is simple: a trivia competition series on Peacock to win a pass.

*I think this is actually a great example of a prior "cheat" that was stamped out. I remember my family getting multiday WDW passes when I was young and we'd return with the same tickets later. Once APs started going up in price as more folks moved to FL they removed this and moved to dynamic pricing.

Why are these options always referred to as a “cheat”? The company will always hold up its side of the terms and conditions that we never are able to negotiate. Why shouldn’t the customer? I hate hate hate this framing.

Previous years’ ROF/FFP + express tickets were sold at a certain price. Customers purchased and used at that price. Why is it the customer’s fault if they “cheat” by using the ticket in the way it’s presented?

If the WDW tickets said that you could return later with an unused multiday ticket why is that a cheat? Why frame it that way?

It’s the same conversation that happens in airline forums around e.g. miles and status. “Oh no, someone who flies 300x a year found a way to get a free flight and extra peanuts using the terms and conditions of the credit card program that the airline imposed. S/he must be cheating!!!!”

 

[Legacy]

So, the Hollywood zone... Do we think Cindy will actually be prominent and get her due, or is this just lip service for us Cindy fans?

I expect (a redesigned) Cindy in the zone.

 

[Tbad556]

Sorry I just don’t buy this change was made purely due to “guest experience”. Call me a pessimist , but there has to be some other form of revenue they are expecting due to this change

It’s always possible, but Universal did literally just make adjustments to Hagrids’ express situation to better guest experience and have yet to whip out Express Now for the ride. And it’s actually worked!

I understand the frustration, but it seems disingenuous for so many to argue that Universal wouldn’t do something they literally just did elsewhere.

 

[rhino4evr]

It’s always possible, but Universal did literally just make adjustments to Hagrids’ express situation to better guest experience and have yet to whip out Express Now for the ride. And it’s actually worked!

I understand the frustration, but it seems disingenuous for so many to argue that Universal wouldn’t do something they literally just did elsewhere.

Completely eliminating express and removing multi day express are kind of different things. I am quite surprised that Universal hasn’t implemented express now with Hagrid yet. I still feel it’s coming.

 

[Tbad556]

Completely eliminating express and removing multi day express are kind of different things. I am quite surprised that Universal hasn’t implemented express now with Hagrid yet. I still feel it’s coming.

Of course! They’re absolutely different and I’d never try to argue they’re a 1-to-1 comparison. But it is a direct recent example of express alterations for guest satisfaction improvements without adding new upcharges.

 

[Parkscope Joe]

I don't buy that as a reason. Crowds still crazy, so people still coming, revenues still good. Plus, if they really wanted to improve guest experience and increase revenue from this change, then why not announce it early and scream from the rooftops that guest experience will improve with their new and improved ticket options.

The antithesis of this is “guests spend the same or more when not satisfied”. That’s really not true.

 

[Jordan]

You want me to wait in line all night? Okay, bet. Me in the houses this year :

Bet you didn't factor that one into your decision-making, Universal.

 

[TheCodeMan95]

Negative guest experience impacts revenue.

I'd love to see what data they may have of people who made their first visit and then didn't return, and if they've equated that to the wait times most of all.

Like someone else said - obviously the ultimate goal is to make money. But less time in line = more time in streets = more time at food booths/bars/Tribute Store.

 

[jseal777]

You want me to wait in line all night? Okay, bet. Me in the houses this year :

Bet you didn't factor that one into your decision-making, Universal.

Good luck getting that thing through security.

 

[RedRightDan]

I'd love to see what data they may have of people who made their first visit and then didn't return, and if they've equated that to the wait times most of all.

Like someone else said - obviously the ultimate goal is to make money. But less time in line = more time in streets = more time at food booths/bars/Tribute Store.

I know a couple that went post-pandemic because we go every year. They haven't been back since.

They said that they loved what they were able to see, but felt like they spent most of their night in line, and they only saw just over half the houses.

 

[Andy]

Couple of thoughts, but I’ll keep the profanity out of it for respect of Brian and the mods.

Read through quite a few takes today and for the life of me I cannot understand why some think removing a premium ticket offering is a guest satisfaction tactic.

If guest satisfaction was at the forefront then why oversell a premium scream night offering? Or why add new early entry ticket types? Why jack individual express pass prices up now that your able to sell more? Why roll out single use express? Why “eliminate” free parking after a certain time? Why decrease parking validation times at the resorts? Why is it every year, there is no expanded training to improve operational flow for opening weekend? People complain about it every single opening weekend and yet no changes or improvements are made in the days and weeks leading up to the event.

Heck why not expand the event, the last time house counts increased was in 2018 and I don’t think attendance has fallen since then. My point is, the decision was made with the bottom line in mind not guest experience.

This same type of mentality is also not just at HHN. The lack of operational excellence and extended downtimes at Epic a full year after opening, the mess that is Universal kids, the strange peak Summer shut down of that Horror attraction in Vegas. Heck even the disastrous operations at Volcano Bay and elimination of Tapu Tapu in favor of paid express have all been indicative of price point over guest experience. Oh and you think they’re closing F&F a year early to start construction? I bet it sits empty for a year before they even start much like they have with numerous other locations across the resort.

Ive been one of the biggest Universal supporters for over 20 years. You could say i have a history lol. But I cannot ignore the lack of communication, the odd operational choices, less than stellar service, and massive price increases across the resort and company. I want them to fix it and be successful. That said I just can’t support it anymore.

 

[Quebec_Queen02]

Read through quite a few takes today and for the life of me I cannot understand why some think removing a premium ticket offering is a guest satisfaction tactic.

Because people are naïve. They're in for a really funny shock when the event comes and the wait times don't have a meaningful decrease. I mean there's also a chance Universal finally reports the waits accurately, but that helps AAP, so, probably not.