My husband and I have sailed on river cruises with Emerald Waterways 5 times, and enjoyed them all. The food and service onboard were good, and the included shore excursions were excellent. We found Emerald Waterways to be a great value compared to the other river cruise lines.
The last cruise we were on was a Christmas Market cruise on the Rhine River exactly one year ago. We were fortunate and did not have anything booked when the Covid pandemic hit, so I have no personal experience regarding how Emerald Waterways handled cancellations and refunds. There are threads on the river