13 days agoWe urgently need someone from management to address this. We booked Universal Studios Japan through Headout as a family with two young children and paid a substantial extra amount for a premium experience. Only AFTER payment did we discover our allocated entry time was 8:30–9:30pm, with the park closing at 9pm. With Mario ride queues potentially reaching 60–120 minutes, this makes the experience we paid extra for virtually impossible to enjoy. We asked for an earlier entry slot and were refused, with only 25% credit offered instead of a refund. We’ve tried contacting your team through email and chat and are getting nowhere. Please stop leaving us without a resolution and escalate this to someone with the authority to help. Customers should know their allocated entry times BEFORE paying. We deserve a fair solution. Please respond.
