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

In light of the recent announcement made by the Isle of Man Government with regards to COVID-19, we are very sorry to have to announce that we will be closing our doors to the public once again. Our venues are now closed to the public. The health and wellbeing of our customers and that of the wider Island community is of paramount importance to us and as such we will remain closed for the next 21 days. We will not advise on a re-opening date until Government advice confirms it is safe for us to do.

Customers who have bookings for shows at the Villa Marina and Gaiety Theatre, tickets for Broadway Cinema screenings, tickets for Dragon’s Castle Pop-in sessions or bookings for Dragon’s Castle Parties within the next three weeks will be contacted over the next 3 working days. Please note shows and events are being prioritised and dealt with in date order.

Our box office phone line opening times have been amended; please see the contact page for further details.

We understand the inconvenience and upset this news will cause for our customers, we appreciate your patience and will release further information soon.

 

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.

 

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 within the last 6 months, 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 and Play Sessions:

All pop-in and play sessions have been cancelled over the next three weeks, our box office team will attempt to contact all those who have tickets booked and offer a refund or credit voucher.

Private party bookings:

Our box office team will attempt to contact all those who have parties booked over the next three weeks. All affected customers have or will be offered a refund or a rescheduled date, if workable.

 

Is Broadway Cinema still operating?

All Broadway Cinema screenings over the next three weeks have been cancelled and customers with existing bookings will be emailed with details regarding refunds.

 

Is the Villa Marina garden & car park open?

For safety and security reasons, please note the Villa Marina grounds (Arcade, car park & gardens) are currently closed. 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?

The VillaGaiety Complex is currently closed for bookings in person. You can call the VillaGaiety Box Office on 600555 10am - 3pm, Monday to Friday.

If you need to contact the box office outside of these hours 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?

We have a reduced postal service during lockdown - please allow extra time for your tickets to arrive before contacting us.

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