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

Unfortunately due to the on-going situation regarding COVID-19 and the need for social distancing during this difficult time, VillaGaiety is currently closed to the public. Our customer’s health and well-being is of paramount importance to us and as such, we will remain closed until further notice.

We are very sorry to have to announce that all events at VillaGaiety scheduled up to the end of September 2020 are now unable to go ahead. Events are being prioritised and dealt systematically and in chronological order, we are currently liaising with event organisers and trying to rearrange as many events as possible to new dates that are either in the last quarter of 2020 or 2021 when it is safer to attend our venues. Our Box Office will contact you as soon as they can once it has been established if the event(s) have either been rescheduled or cancelled.

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

Daily updates are being posted on our COVID-19 Timeline page you can also find out if your event has been postponed or cancelled via our COVID-19 Event Updates.

 

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 our COVID-19 Event Updates page. We are working through events systematically and in chronological order so if there is no update on you 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.

 

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?

If you have bought a ticket to a show, film or Dragon's Castle Pop-in and Play session that was due to take place between Friday 20th March – Wednesday 30th September 2020, these are now unable to go ahead. Please note if your event is rescheduled you will be entitled to a full refund (if applicable) once a new date has been confirmed. If your event is cancelled you will be entitled to a full refund once an official cancelation email has been sent or announced via our social media pages. We will not be accepting refunds for any other shows due to take place after Wednesday 30th September 2020 and will contact you separately if anything changes. We will/have also contacted customers separately regarding shows that have been cancelled or rescheduled already and all the information we've advised still stands.

Events are being prioritised and dealt with in date order, if you have not heard from us yet, please bear with us as we manage this huge task.

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

 

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 Friday 24th April 2020, please complete the following form here to arrange your refund. If you have a party booked between Friday 20th March - Wednesday 30th September 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.

 

Is Broadway Cinema still operating?

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 - Wednesday 30th September 2020 we will be in contact with regards to refunds. The on-going situation will be monitored and updates will be provided as soon as we are able to advise.

If you do not hear from us by Friday 24th April, 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 until further notice.

 

What are your current/temporary opening hours?

Our box office telephone lines are open again, however, they are only open between 12noon - 4pm, Monday to Friday. Call (01624) 694500 for queries regarding refunds, cancellations and rescheduled shows. If you have any enquiries outside these hours instead of calling please submit your enquiries here.

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?

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 post your tickets out once we're back up and running again.

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