COVID-19 FAQs

Frequently Asked Questions about cancellations & postponed shows

Overview of the situation

Unfortunately due to the on-going situation regarding COVID-19 and the need for social distancing during this difficult time, VillaGaiety will close to the public from 5pm today (Friday 20th March). Our customers health and well-being is of paramount importance to us and we will remain closed until further notice.

Events are being prioritised and dealt with by date order, and we are currently liaising with event organisers to try and arrange new dates for their events later in the year or early next year.

Our team is working very hard in these unprecedented circumstances, we appreciate your patience whilst we do this and will keep customers updated whenever possible.

Daily updates are being posted on our COVID-19 Updates page.

 

My event is postponed and I want a refund

If your event is postponed, we are not able to refund you until a rescheduled date has been announced. We endeavour to have new dates for all our postponed events within the next few days.

Once a new date for your event has been announced, you will receive an email confirming this and it will be announced on our social media.

If you are not able to attend this new date, you can request a refund using the Refund Request Form.

 

My event is cancelled and I want a refund

All customers who had tickets to an event that has been cancelled will receive a full refund.

If you have booked tickets online through villagaiety.com, your refund will automatically be processed back to your purchase card and should reach your account within 3-5 working days.

If you booked tickets over the phone or in person at the Box Office/Welcome Centre, one of our Box Office team will attempt to get in touch with you in order to process the refund - if you haven't heard from us within 5 working days of your event being cancelled, please complete the following form here.

 

Is my event still going ahead?

If you have bought a ticket to a show, film or Dragons Castle that was due to take place between Friday 20th March – Thursday 30th April 2020, you will be entitled to a full refund. We will not be accepting refunds for any other shows due to take place after Thursday 30th April 2020 and will contact you separately if anything changes. We have also contacted customers separately regarding shows that have been cancelled or rescheduled already and all the information still stands.

We will be reviewing the situation every 2 weeks during this period to allow us to manage this huge task.

 

Is Dragon's Castle Play Area still operating?

Dragon's Castle Play Area is closed for both booked parties & Pop-in and Play sessions until further notice, meaning all events are cancelled.

If you had tickets booked for our pop-in and play sessions we will be in contact with regards to refunds. If you do not hear from us by Fri 27 March, please complete the following form here. to arrange your refund. If you have a party booked between Friday 20th March - Thursday 30th April 2020 please complete the following form here to either rearrange or cancel your party, we will, of course, be returning deposits if you decide to cancel between this time.

We will be reviewing the situation every 2 weeks during this period to allow us to manage this huge task.

 

Is Broadway Cinema still operating?

No, the Broadway Cinema is closed until further notice, if you have tickets booked for a screen due to take place in the Broadway Cinema between Friday 20th March - Thursday 30th April 2020 we will be in contact with regards to refunds.

If you do not hear from us by Fri 27 March, please complete the following form here.

 

Is the Villa Marina garden & car park open?

For safety and security reasons, please note we have also taken the decision to close the Villa Marina grounds (Arcade, car park & gardens). As such there will be no public access for vehicles or pedestrians via the Broadway gate or through the gardens.

 

What are your new opening hours?

Our staff are now working from home. We would therefore politely request that after 5pm today instead of calling our box office please submit your enquiries here.

Tickets can still be booked via villagaiety.com

The only exception to this is customers who would like to make a wheelchair or ECS booking.

 

I've selected and paid for postage, are my tickets going to be posted out?

Our staff are now working from home. If you selected and paid for postage we are unable to post them out until our staff are back in the office, we will of course be post your tickets out once we're back up and running again.

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