COVID-19 FAQs

Frequently Asked Questions

Overview of the situation at VillaGaiety

How do I find out if my event is rescheduled or cancelled?

My event is rescheduled - how do I get a refund?

My event is cancelled - how do I get a refund?

Is my event still going ahead?

Is Dragon's Castle Play Area still operating?

Is Broadway Cinema still operating?

Is the Villa Marina garden & car park open?

What are your current/temporary opening hours?

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

 

Overview of the situation at VillaGaiety

Our venues have reopened once again and at long last, we welcome our wonderful customers back through our doors.

Following yesterday’s briefing from IOM Government, we understand that there some customers and members of our community will be apprehensive or have valid concerns about attending our venues. We would like to reassure our customers that we will continue to follow government advice, ensuring hand sanitiser stations are easily available and accessible at points of entry, we have increased our already high cleaning standards and will continue to display Covid-19 signage.

Although it isn’t mandatory to do so, VillaGaiety customers are welcome to wear a face covering whilst inside the venue.

We would also ask that if you are displaying any Covid-19 symptoms please stay at home and do not attend any shows or events at the Villa Marina, Gaiety Theatre, Broadway Cinema and Dragon’s Castle. A list of symptoms and more information about covid-19 can be found here.

We know how important these events are, not just for ticket holders who are looking forward to being entertained, but for the many local participants who want to perform.

We look forward to safely welcoming you all back to VillaGaiety and providing you with the important and memorable social occasions we’re here to deliver.

 

How do I find out if my event is rescheduled or cancelled?

To find out if your event is rescheduled or cancelled please visit our COVID-19 Event Updates page. We are working through events systematically and in chronological order so if there is no update on your event yet please bear with us during these unprecedented circumstances, we appreciate your patience whilst we do this and will, of course, keep you updated whenever possible.

If your event does not appear on this list, then it is going ahead as scheduled.

If you feel uncomfortable about attending any events or are displaying symptoms you will be entitled to a full refund, just give our Box Office a call on 600555 which is open between 9:30am – 7:30pm, Monday – Sunday.

 

My event is rescheduled - how do I get a refund?

If your event is rescheduled and once a new date for your event has been announced, you will receive an email confirming this and it will also be announced on our social media pages.

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 as soon as possible, please note events are being prioritised and dealt with in date order.

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

Find out if your event has been postponed via our COVID-19 Event Updates page.

 

My event is cancelled - how do I get a refund?

All customers who had tickets to an event that has been cancelled will receive an email confirming this and it will also be announced on our social media pages. Once confirmed, you are entitled to 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 5 working days of the cancellation email being sent.

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 contact 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.

Find out if your event has been cancelled via our COVID-19 Event Updates page.

 

Is my event still going ahead?

Given that the Island’s borders remain closed at present, coupled with the on-going Covid-19 situation in the UK, many events are still yet to be rescheduled and it is expected that many will still be unable to go ahead on the respective, original show dates. Our events and programming team are continuing to work with promoters, agents and event organisers to reschedule these to new dates as much as possible. News will be shared on each event and show as soon as it is available.

Find out if your event has been cancelled via our COVID-19 Event Updates page.

 

Is Dragon's Castle Play Area still operating?

Pop-in & Play Sessions

Dragon’s Castle Play Area is open for Pop in and Play sessions. Details of all play sessions for April & May are available here.

Duffy, Nel and Waldo are busy making some changes to ensure Dragon's Castle is even safer for you and your little explorers, these changes include:

  • Customers are welcome to wear a face-covering whilst inside the venue.
  • Hand sanitiser stations easily available and accessible
  • Increasing our already high cleaning standards of the play area and seating area
  • Displaying Covid-19 signage
  • Reduced capacity to 20 children per Pop-in and Play Session

These changes are applicable at all play sessions in April and May.

 

Private party bookings:

Our Reception/ box office team have attempted to contact all those who had parties booked between 7th Jan - 4th Feb which had to be cancelled due to the mandated closure of our venues. All affected customers have or will be offered a refund or a rescheduled date, if workable. If you have not heard from us yet, please complete the following form here to arrange your refund.

 

Is Broadway Cinema still operating?

The Broadway Cinema is open for nightly screenings and weekend matinees with a bumper two weeks of cult classics and films for the family, to book tickets click here.

All tickets £5 (inclusive of 2% booking charge)

Screenings are due to go ahead as planned with the following mitigations in place:

  • Customers are welcome to wear a face covering whilst inside the venue.
  • Hand sanitiser will be available throughout the venue.
  • We will maintain our high standard of cleaning and hygiene practices.
  • Although cinema tickets are booked with allocated seating, staff may encourage you to spread out within the cinema to mitigate the potential risk of spreading Covid-19.

We would also ask that if you are displaying any Covid-19 symptoms please stay at home and do not attend our venues. A list of symptoms and more information about covid-19 can be found here.

If you’ve booked tickets and feel uncomfortable about attending any screenings or are displaying symptoms you will be entitled to a full refund, just give our Box Office a call on 600555 which is open between 9:30am – 7:30pm, Monday – Sunday.

 

Is the Villa Marina garden & car park open?

The Villa Marina Gardens and car park is opn to pedestrians and customers from approx. 8am – 9.30pm (or shortly after depending on the finish time of the cinema), 7 days a week.

 

What are your current/temporary opening hours?

VillaGaiety Box Office (located at the Villa Marina) is open for in person/over the counter sales from 9.30am – 7.30pm, 7 days a week.

If you need to contact the box office outside of these hours please submit your enquiries here, this includes all wheelchair and/or ECS bookings.

Tickets for all our events/shows can still be booked via villagaiety.com

 

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

Tickets are now being posted out as normal

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