FAQ

Bookings and Reservations

Do I have to make a reservation?
We highly recommend booking online in advance. It is also possible to purchase tickets directly at any of the departure locations. Nevertheless, if you purchase them on the spot, we cannot make any guarantees tickets will be available on the day and time of your preference.

After making a reservation, how do I receive my tickets?
After placing an order, you will first receive an order confirmation with the details of your booking, and after a few minutes, you will receive a second email with your tickets attached.

I made a booking but have not yet received my Order Confirmation and/or ticket?
If you have not received your order confirmation within an hour from booking please check your spam folder. If you still do not see the confirmation, send us an email to hello@lovers.nl including which product you booked for which time and date.

Can I change my booking?
Yes, that is possible. Depending on availability, you can change your reservation. You can do this through the following link: Self-rebook.

Can I cancel my booking?
If you bought your tickets directly from us please see the product page for the cancellation of your booking. If you purchased your tickets through a reseller (such as Actie van de dag, Groupon, etc.) we kindly ask you to contact them directly.

Can I also make a reservation by phone or via email?
No, you can only book online, at the Lovers Canal Cruises selling points and/or at the Tours and Tickets shop at Damrak 26.

I have lost something in one of your cruises, who can I contact?
If you've lost something you can send us an email at hello@lovers.nl 

Departure point

From which dock do the cruises depart?
That will depend on the cruise you have chosen, please check the product page or the address written on your ticket.

How long in advance do I need to be at the departure point?
You need to be present at your departure location at least 10 minutes in advance (even with time-slot tickets, waiting times might apply).

Can I change the departure location?
No, this is not possible.

What is the child ticket policy?
This differs per product and can be found on the product page.

Can I give my tickets to a friend or relative?
Yes, the tickets are not bound by name and can be used by friends or relatives.

Do I need to print my e-ticket?
No, it is not necessary to print your e-ticket. It is possible to show your ticket from your smartphone or any other electronic device.

Coupon codes & promotions

I have a discount code, how can I use it to book my tickets?
After you have selected the date, time and amount of tickets, the voucher code can be entered in your cart. After this, the payable amount will automatically be adjusted.

My discount code is not working, what should I do?
Please contact the company where you received the codes from. You can also contact us at hello@lovers.nl if you do please attach a copy of your vouchers and mention the date and time you would like to join the cruise.

How can I buy a ticket for me and my friend with my Stadspas?
You can book your tickets at the cash register at Prins Hendrikkade 25.

Can I book a canal cruise with my Explore Pass?
You can book tickets for LOVERS canal cruises with your Explore Pass.

Groups

Can I make a group booking?
Yes, we offer group reservations. For more information check our Groups page or please contact groups@tourismgroup.com.

Onboard

Will the cruise be guided?
There is an audio guide available onboard our boats. The audio is available in Dutch, English, German, French, Spanish, Italian, Portuguese, Catalan, Turkish, Polish, Thai, Indonesian, Russian, Korean, Japanese, Chinese, Arabic, Hebrew and Hindi.

Can you get off the boat anywhere?
No, you may only exit the boat when the cruise has finished.

Is there heating on board?
Yes, our closed boats are heated when it is cold outside. However, we do advise to dress warmly and to also bring an umbrella (just in case) for the time between arrival at the quay and the boat’s departure.

Is there a bar on board?
No, there is no bar on board.

Can I take a stroller/wheelchair on board?
Our boats are accessible to disabled people when they can stand and walk up and down a couple of steps to get in and out of the boat unassisted. A wheelchair/stroller can't be taken on board. The wheelchair/stroller can be safely placed on the quayside (please note we are not responsible for personal belongings).

Can I bring my dog on board?
No, unfortunately, dogs are not allowed on board (with the exception of service dogs).

Is there a toilet on board?
Most of our boats do have a toilet, however we cannot guarantee that there will be one on the boat you will be on. You can, however, when at the LOVERS quay by Central Station use the restrooms at the LOVERS Café (€0.50). Semi-open boats do not have toilets on board.

Can I bring food/drinks on board?
No, you cannot bring food and drinks on board.

Can I smoke on board?

No, smoking is not allowed on board our boats, not even on the aft deck.

How to get there?

How can I get there with public transportation?
We advise you to take a look at: 9292.nl/en where you can plan your journey within The Netherlands with real-time and prices. 

Where can I park my car?
Please note parking is not included. These are just suggestions on available parking close to the LOVERS quay near Central Station.

Complaints

I have a complaint what should I do?

Please send an email to hello@lovers.nl with your complaint or call the service desk on +31 (0)20 214 31 11.

I am not satisfied with the solution of my complaint. What should I do?

Unresolved complaints by consumers about digitally purchased products on Lovers.nl can be resolved through the Online Dispute Resolution.