A Universal Epic Universe guest said Universal Orlando Resort employees targeted her over her outfit, removing her from Mario Kart: Bowser’s Challenge after mistaking one of her accessories for a weapon. The Universal Park guest spoke out online after what she described as humiliating treatment from team members.
In August, TikTok user @gabrielasilent visited Universal Epic Universe and purchased an Express Pass. After spending much of the day in The Wizarding World of Harry Potter – Ministry of Magic and How to Train Your Dragon — Isle of Berk, the Universal Park guest and her group portal-hopped to SUPER NINTENDO WORLD.
@gabrielasilent Me bajaron de un juego en Epic Universe por ser darks xd Story time de mi momento más humilde tipo la rosa de Guadalupe 🤣🤣 A ustedes les ha pasado algo así en los parques??? #epicuniverse #storytime #chisme #mimomentomashumilde #bowserschallenge
♬ Funny video “Carmen Prelude” Arranging weakness(836530) – yo suzuki(akisai)
They decided to use their Express Pass on Mario Kart: Bowser’s Challenge, an interactive 3-D/4-D ride that allows guests to step into their favorite racing video game. But the TikToker never could’ve expected the unusual experience awaiting her on the SUPER NINTENDO WORLD attraction.
(*Editor’s Note: The guest’s video has been translated from Spanish. Some translations may not be exact, but the meaning has been preserved.)
“The truth is that I was already very tired,” the guest recalled. “I had already been in the park for two days, and I was super dehydrated…I want you to take that into consideration when you judge my reaction that day.”
The guest shared a photo of her outfit, which included a black chest harness. This and other harnesses are cosmetic–not for any utilitarian purposes. For her visit to Epic Universe, the TikToker crafted a look inspired by her Hogwarts house: Slytherin.
“Everyone knows this harness is like an accessory, a type of belt,” she explained. “It’s an accessory, 100%.”
However, some of the Universal team members working on Mario Kart: Bowser’s Challenge didn’t see it that way. After boarding the ride, the guest said multiple employees were staring at her, and one finally approached and asked if she was wearing a backpack.
She explained that it was a harness and turned to show that nothing was on her back. The team member reportedly said “okay” and walked away, but left riders sitting on the attraction in the loading area for around five minutes.
Eventually, another team member approached and asked the guest to get off the ride. She was “very nervous” and embarrassed by guests and employees staring at her, but complied and stepped out of the vehicle with her personal items.
“I didn’t like the way they handled it,” the guest said. “They took me out of the ride and left me standing there for ten minutes…I felt so vulnerable.”
After about ten minutes of standing in the loading area, she asked a team member why she had been removed from the ride vehicle. They responded that she would have to wait for a supervisor to arrive and discuss the issue.
“I was on the verge of collapse,” the guest recalled. “…I even started to shake at one point. I saw my life go before my eyes.”
The TikToker also works as a travel agent for Universal Orlando Resort and Walt Disney World Resort, and she was worried that she somehow unknowingly severed her connections to the theme park industry.
Eventually, the supervisor arrived and explained that there had been a misunderstanding. Mario Kart: Bowser’s Challenge team members mistakenly assumed her harness was a weapon and shut down the ride temporarily to protect themselves and other guests. They asked her to exit the attraction vehicle so a supervisor could examine her outfit–but the supervisor immediately realized it was an error.
“That’s the reason why you took me out of the ride and had me standing here for ten minutes while everyone has been looking at me funny?” the guest asked. “Including your team, who just stared at me?”
At that point, the guest started crying, embarrassed and frustrated by how Universal Orlando Resort handled the situation. She argued that there had to be a more sensitive way to remove her from the ride and check her outfit without forcing her to stand in front of dozens of people without an explanation.
“I didn’t like the way they treated me, but obviously I didn’t want to go on the defensive,” she said. “…I have a lot to lose. I’m a Universal travel agent, so I can’t risk being banned…I let it go with tears…sobbing.”
The supervisor apologized and encouraged the guest to get back on Mario Kart: Bowser’s Challenge. However, she decided to leave, telling the employee that she didn’t feel well enough to ride anymore. The supervisor had her wait at the ride exit and brought five Express Passes to apologize for her experience. Unfortunately, she couldn’t use them.
“By then, it was 7:30 p.m., the park closed at 9:00 p.m., it was raining, and everything was already closed,” the guest said. “…I already had the Express Pass, so the only things I needed to do were the two Mario rides…Now, I couldn’t.”
At this time, Universal Orlando Resort hasn’t commented publicly on this situation.
Have you ever been unfairly targeted by employees at Universal Orlando Resort or another theme park destination? Share your story with Disney Dining in the comments!
