Frequently Asked Questions Regarding Our Temporary Closure in Response to Coronavirus (COVID-19)

March 18, 2020

In response to Governor Inslee’s announcement of the temporary order to shutdown restaurants,
bars, entertainment and recreational facilities statewide due to the coronavirus, we here at Waterways Cruises have made the decision to put a temporary pause on our small business.

Beginning Monday, March 16th, we are temporarily closed until further notice.

We apologize for any inconvenience this may cause. As a small, local, family-owned business, this decision was not an easy one to make. However, we agree with Governor Inslee and believe this is the right thing to do to help slow the spread of the virus within our community. The health and safety of all of our guests and staff has always been our number one priority.

We understand that many of you may have questions in regards to why we’ve temporarily closed our business and what this all means for the Public Cruises and the Private Group Events that we’ve had to cancel. To help get all of your questions answered, we’ve put together a list of Frequently Asked Questions we’ve been receiving in regards to our temporary closure and the cruises we’ve had to cancel.

If you have a question that isn’t answered below, please feel free to send us an email at [email protected] and a member of our small office staff will get back to you as soon as possible.

PUBLIC CRUISES FAQs

Q: Why are you cancelling your Public Cruises temporarily?

A: Pursuant to Governor Inslee’s Executive Order, beginning Monday, March 16th, all public cruises have been cancelled through mid-June. We apologize for any inconvenience this may cause. As a small, local, family-owned business, this decision was not an easy one to make. However, we agree with Governor Inslee and believe this is the right thing to do to help slow the spread of the coronavirus (COVID-19) within our community. The health and safety of all our guests and staff has always been our number one priority.

We will continue to monitor the situation and work with public health officials to determine when it will be appropriate for us to start operating our cruises again here in Seattle on Lake Union and Lake Washington. We will keep you updated.

Q: What does this mean if a Public Cruise I have tickets for was cancelled?

A: For those who have already booked a cruise with us, we are more than happy to waive our normal rebooking fee and reschedule your reservation for a cruise of your choice at a later date and time, depending upon availability. For those not able to rebook at this time, we will issue an online gift card that can be redeemed for a future cruise of your choice at a later date and time. Please note, our online gift cards never expire. Please visit our Cruise Calendar online for our most up-to-date schedule.

Q: What if I want to book a Public Cruise for a future date?

A: We can help! For any new bookings, we invite you to visit our website to book your new reservation online. Please visit our Cruise Calendar online for our most up-to-date schedule. If you have questions or need help, feel free to send us an email at [email protected]

Q: I keep calling your office and am having a hard time getting through. Is your office still open during this time?

A: Due to the Coronavirus (COVID-19) outbreak, you may experience a longer than normal wait time when calling us. Our small office staff is working limited hours during this time and we’re doing our best to communicate with every guest personally. If you’re trying to reach us during our business hours and we don’t answer right away, please be assured that we will get back to you as soon as possible. Thank you for your patience.

During this time feel free to check out our website for information about our future cruises, both public cruises and private charters, our Cruise Calendar along with a list of general FAQs, our blog and a link to purchase Waterways Cruises gift cards.

Q: Will you offer refunds on Public Cruise Tickets?

Q: What if I purchased my ticket through Goldstar? Can I cancel, get a refund or reschedule my cruise?

A: For tickets purchased through third-party vendors such as Goldstar, you will need to contact Goldstar directly to inquire about cancelling, getting a refund or rescheduling your tickets.

Q: What if I bought a Groupon?

A: Once you’ve purchased your Groupon, you will need to visit our website to make a reservation. Buying a Groupon DOES NOT automatically book your cruise.

To make a reservation, select the day and time of the cruise you want to book. For ticket type, choose General. After you’ve selected your entrée and notified us of any dietary restrictions, food allergies or cooking instructions we should know about, there will be a field to enter your Groupon Code in. Find your Groupon Code on your voucher, enter it into the field and process the rest of your reservation as prompted.

If you’ve already purchased a Groupon and need to rebook your cruise, please send us an email to [email protected] and include the following information in the body of your email:

The first and last name your reservation was made under
Your Booking Number
Future date and time you’d like to rebook your cruise for – Refer to our Cruise Calendar

Once our office staff receives your email, we will rebook your future cruise as soon as possible and send out a Confirmation Email for the future cruise booked.

Some things to keep mind with your Groupon purchase:

We have extended the expiration date for Groupon vouchers from May 1st, 2020 to August 1st, 2020 due to the coronavirus (COVID-19) outbreak.
The promotional value of your Groupon never expires. If you’re unable to redeem your Groupon before August 1st, we will be happy to take the promotional value of your Groupon and apply it to a future cruise of your choice. You’ll only be required to pay the price difference of the ticket, plus tax and fees.
Online reservations are required.
Our cruise schedule is subject to change. Be sure to check for available dates on our website. Please refer to our Cruise Calendar for our most up-to-date schedule.
Our menu is subject to change.
Groupons are not valid for gift cards, onboard purchases or cruise upgrades.
Groupons are not valid with other offers or promotions.

Q: Can I still buy a Waterways Cruises gift card?

A: Yes, absolutely! Please visit our Gift Card page on our website to purchase a Waterways Cruises gift card online for any denomination. Please note, our online gift cards never expire.

Continuing to support each other during this unprecedented time is the best way to help keep our small business community afloat. Waterways Cruises has been in business for over 25 years and we will weather this storm. We appreciate your support and understanding during this time. We are available to assist in the purchase of online gift cards, making reservations for public dining, or booking a private event.

PRIVATE GROUP EVENTS FAQs

Q: Should I reschedule my Private Group Event?

A: Pursuant to Governor Inslee’s Executive Order, beginning Monday, March 16th, Private Group Events scheduled between now and June 1, 2020 will be rescheduled. We apologize for any inconvenience this may cause. As a small, local, family-owned business, this decision was not an easy one to make. However, we agree with Governor Inslee and believe this is the right thing to do to help slow the spread of the coronavirus (COVID-19) within our community. The health and safety of all our guests and staff has always been our number one priority.

We will continue to monitor the situation and work with public health officials to determine when it will be appropriate to resume Private Group Events. We will keep you updated.

Q: How do I reschedule my Private Group Event?

A: You will have one year to reschedule from the original date of your event. Your entire deposits received-to-date will transfer to the new event date and we will also waive the $500.00 administration fee to reschedule. Please contact your Sales Manager for assistance.

Q: What happens if I choose to cancel my Private Group Event?

A: At this time, any cancellation will be subject to the “Terms and Conditions” on your signed event contract.

Q: What if I want to book a new Private Group Event for a future date?

A: At this time, we are continuing to book Private Group Events. We will continue to monitor the situation and work with public health officials to determine when it will be appropriate to resume Private Group Events. We will keep you updated.

Q: How do I book a new Private Group Event?

A: Please visit our Request A Proposal page on our website to complete a Request A Proposal form. Please allow two business days for a response to all inquiries.

For Private Group Events, your group will have exclusive use of the yacht and will not be mixed with the general public. This also allows you to communicate with a “known” guest list and control the attendance at your event.

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