Stillwater Luxus Noosa Sunset Cruise

Thanks so much for cruising with us on Stillwater Jim. Love the sunset photo's. 👍

Hi Jeff thanks for the feedback and we'll certainly take it on board. We find its a delicate balance between adequate commentary and too much commentary especially on a sunset cruise. I will certainly chat to my skippers to ensure we continuously work on that balance. Sincerely, David

Hi Elena, firstly I sincerely apologise for the inconvenience caused as that is certainly not our intention. I would however like to explain how this occurred. In all our marketing collateral (brochures and our website) we try to be very clear, asking guests to call our office should a customer require wheelchair access. Our pickup locations on the Noosa River are privately owned facilities who permit us to load and unload guests; however, most are not suitable to load wheelchairs. We are of course trying to improve this in the future. Your booking was made through Viator, (an online travel agent) and not directly with us. We are restricted in messaging we can offer through their portal and are not permitted to ask customers to call us directly regarding a wheelchair. We are trying to work within Viator’s parameters to refine wording on the portal to highlight not all jetty's are wheelchair accessible on the Noosa River My team called you first thing the next day and re-booked you on the sunset cruise that evening. As you now know, we have designed & built a loading ramp at our home base at the Noosa Marina to provide wheelchair access. According to my skipper you were thankful and complimentary at the end of the cruise & I hope that is correct? I presume your above post was made the evening prior, after your initial disappointment. Elena, we are learning & refining our processes every day regarding wheelchair access on Stillwater. Obviously the most important learning from this is getting the message out to please call us. Unfortunately, with re-sellers of our product this is a little tricky. I know it’s a bit old fashioned to pick up the phone; however, we are learning that wheelchairs come in many different sizes and weights, especially electric ones like your husbands. By speaking to the customer, we then ensure we have the capability to accommodate them and not disappoint. We answer the phone from 10am to 6pm seven days per week and outside those hours have a message service. We are a family-owned business and very open to improving and learning in this space as we want to provide options for all customers to the best of our capability. I have tried contacting you directly asking for a time to call but haven’t heard back. Please don't hesitate to call if you have other advice. Sincerely, David.