Frequently Asked Questions
Arizona Department of Health Services will be referred to as AZDHS.
Why is there a pre-paid beverage minimum for reservations?
By requiring each guest to pre-pay for their reservation we are hoping to eliminate booked and confirmed guests from not showing up for their reservation. It is important that we accurately know how many guests will be coming in every day so we can staff and prepare ingredients appropriately based on business levels.
What if I don’t use all of the pre-paid beverage minimum?
The $25 per person prepaid beverage minimum will be applied to your final bill for beverages, tax & gratuity. Per person pre paid beverage minimums can not be used for merchandise. Any unused amount of the per person prepaid beverage minimum is non-refundable will be applied to your final bill as a room charge.
Why is gratuity included?
The pre-paid reservation fee is used to guarantee the future of the business. The gratuity is used to guarantee payment for our staff for the time we have guests seated and the time they are working.
Can I modify my reservation?
Unfortunately, you can not modify a reservation with a pre-payment. To request a change to your reservation please contact firstname.lastname@example.org. Date and time change requests must be sent 24 hours in advance of your reservation time. You may transfer your reservation to another guest at any time.
Can I cancel my reservation for a refund?
You may cancel your reservation for a partial refund up to 24 hours before your reservation time. The 4% service charge is a processing fee and is 100% non-refundable. Cancellations with in 24 hours of the reservation time and no shows are 100% non-refundable.
Can I make more than one reservation?
You are only permitted one 90 minute reservation per day. Duplicate reservations for same guest on the same day will be cancelled.
Can I combine multiple reservations?
UnderTow is a seated experience, standing and mingling is not permitted. Requests to be seated near or join other reservations can not be accommodated.