Frequently Asked Questions

We aim to make sure that all customers have a smooth experience when attending events at our venues.

If your question isn't answered below, you can contact us and we'll get back to you as soon as possible.

Tickets

When booking tickets, you can choose from the following delivery methods:

  • eTickets - You will be sent a link to download your tickets in your order confirmation, which can be displayed and scanned from your mobile device on entry. We do not recommend you to print these tickets at home, in order to save paper and printing costs.
  • Collection - Tickets can be collected from the Villa Marina or Welcome Centre during opening hours. For events at the Gaiety Theatre, tickets can also be collected at the venue 1 hour before the event.
  • Postage - There is a £1.20 charge for postage. Tickets are usually dispatched within 2 days of purchase. Postage is not available within 48 hours of the event.

If you booked through another ticketing provider (e.g. Ticketmaster, TicketWeb, See Tickets) you can expect your tickets a few weeks before the event. Please contact them directly with any queries as VillaGaiety does not have the details of these bookings.

As per our terms and conditions, tickets cannot be refunded after purchase.

Tickets cannot be exchanged for other events/shows, however, tickets may be exchanged for an alternative performance of the same production/film title (subject to T&Cs). If this is the case, you must contact us at least 48 hours beforehand.

For more information, see section 4 of our terms and conditions.

If you have purchased Ticket Refund Protection from Secure My Booking, click here for further info.

Where an event is sold out (and there are customers on the waiting list), VillaGaiety can attempt to resell your tickets if requested, however this is not guaranteed.

You are welcome to pass tickets on to friends/family or sell them privately - however if you sell for profit or commercial gain, your tickets will be voidable.

Transferring tickets/purchasing tickets privately is done at your own risk and VillaGaiety is not responsible if issues arise upon entry.

If you've misplaced your printed tickets, you can get these re-printed at the box office. Please be aware that re-printed tickets have the same barcode as the original copy, and they can only be scanned once upon entry (so if someone has your original copy and enters before you, your re-printed tickets will not scan).

It is your responsibility to keep your tickets safe.

If you chose eTickets then you are able to download these from your email confirmation - there is no limit on the amount of times you can download them.

There currently isn't a way to transfer tickets to other people though our system - however this is something our ticketing provider will be introducing soon.

At the moment, eTickets are issued as a PDF document which can be displayed on your phone. You can screenshot tickets to send to others, however, please be aware that each QR code is unique and can only be scanned once.

You can differentiate between eTickets by looking at the check-in code beneath the QR code.

For most pop/rock concerts, the downstairs area of the Villa Marina Royal Hall will be general admission.

You have the option to stand on the dance floor or occupy one of the unreserved seats around the edge of the dance floor.

There are approx. 400 seats available downstairs, filled on a first-come first-served basis.

At the Venue

VillaGaiety is located in the centre of Douglas Promenade and is easily accessible. Find out more

Villa Marina Google Maps
Gaiety Theatre on Google Maps

There is limited parking and disabled parking at VillaGaiety, however ample spaces are available within a five-minute walk at Chester Street car park.

Disc zone parking is available on Douglas Promenade, including disabled spaces.

You can find accessibility information for each venue here.

Some events will have a specific age restriction, this will be featured on the event's info page.

Generally for all events, under 16s must be accompanied by an adult (18+). The only exception is the Broadway Cinema, under 10s must be accompanied by an adult unless the film rating states otherwise.

Under 14s must have a reserved seat and are not permitted to enter the unreserved standing section in the Villa Marina.

Children under 2 do not need a ticket if they will be sat on their parent/guardian's knee.

Gaiety Theatre

The Gaiety Theatre has 2 bars - one in the stalls and one in the dress circle. The dress circle bar will be closed during quieter performances. Please note that drinks from the bar cannot be taken into the auditorium.

There is also a kiosk in the dress circle selling hot & cold drinks, sweets and snacks.

The bars/kiosk close 5 minutes before the performance is due to begin, and opens again during the interval. All bars/kiosk accept cash and card.

Villa Marina

The Royal Hall has 2 bars downstairs and 1 upstairs.

Drinks can be brought into the hall, however please note that glass is not permitted. Depending on the type of event, bars may be closed during the performance.

The Promenade Suite and and Colonnade Suite have their own dedicated bars.

Please note that our bars have limited drink options to assist with quick service - cocktails, shots and other speciality drinks are not available.

Hot & cold drinks, sweets and snacks are available from the vending machines located upstairs in the foyer.

All outlets accept cash and card.

Unfortunately, we cannot accommodate these requests for most events.

Shout outs can be requested for pantomime shows by notifying front of house staff before the performance.

COVID-19

Customers are welcome to wear a face covering whilst visiting our venues, however this is not mandatory.

In line with the Isle of Man Government's Endemic Approach Plan, it is no longer be a legal requirement to isolate if you test positive for COVID-19.

VillaGaiety has reverted to our pre-pandemic refund policy and those with COVID-19 (or other common illnesses) will not be eligible for refunds.

If you're attending a show with multiple performances/screenings, you are still be able to move to a different date within the run (subject to availability).

You are not required to show any kind of COVID documentation to attend our events - this is in line with current Government guidance.

If you had a booking for an event that was disrupted by the COVID-19 pandemic, you should have received an email from us with further details.

You can find information on upcoming rescheduled events on our Event Updates page.

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