The Joe Loss Bar (one of the adjoining bars to the Royal Hall) is located on the ground level and includes a low-level bar allowing wheelchair users improved access to the bar.
Assistance/ Guide dogs
Customers who are visually impaired or have low vision are welcome to bring assistance/ guide dogs to our venues, however, we do recommend that they are not brought to any particularly loud events. We would ask that customers who require an assistance dog to accompany them to an event contact our box office in advance of making a booking for advice and to notify us of any specific requirements.
Assistance dogs are only allowed within certain seated areas with due consideration for the welfare of the dogs, other customers and to enable us to maintain safe venue evacuation routes, should they be required.
Please ensure that your dog is either identifiable as a trained assistance/guide dog or that you can provide the necessary training paperwork for them.
Assistive Listening Systems and facilities to assist Hard of Hearing (HoH) customers
There is an induction loop system available for use in the Villa Marina’s Royal Hall. We also have portable induction loops available for use at the Box Office in the Villa Marina. Please note that depending on the type of hearing aid, the user may need to switch their hearing aid to the ‘T’ position to use these systems.
Unfortunately, due to the nature of live music shows and their ensuing technical requirements, we cannot always guarantee that the induction loop in the Royal Hall will be operational for every event. The sound systems required for live music shows can sometimes mean that the induction loops are required to be deactivated. If the induction loop system in either venue is deactivated, VillaGaiety are pleased to now offer alternative options in the form of ListenTALK devices.
In addition to our induction loop systems, VillaGaiety are pleased to be able to expand on the facilities we offer for HOH customers. We now offer ListenTALK systems for HOH customers in the Royal Hall and the Promenade Suite. To find out more about ListenTALK visit: listentech.com/listentalk
ListenTALK devices will be available for shows in the Royal Hall and the Promenade Suite. Even if our venue’s induction loop is operational and working with hearing aids, customers are both welcome and encouraged to request ListenTALK devices to help enhance their experience. Customers who wish to make use of ListenTALK should request devices at the Villa Marina box office. Box office staff will be required to take customers' contact details when issuing the device. A user guide can also be issued to help you operate your device, Customers are welcome to use their own ear or headphones if they prefer to do so. The devices will accept any domestic stereo headphones with 3.5mm jack plug.
We kindly ask all customers to ensure they have returned their device to a member of the duty door or security staff at the end of the event they’re attending so it can be sterilised and prepared for the next user.
Baby changing facilities
The Villa Marina has a number of baby changing facilities on site and these are located in the accessible toilets (directions for each toilet as detailed above under the accessible toilet facilities section) details as follows:
The Villa Marina Box Office located on the ground floor level in the main foyer can be accessed using a push-pad automatic door (right-hand side double doors of the main entrance). The Box Office also has a low-level counter located to the right of the ticketing desk, for ease of access for wheelchair users when enquiring about or booking tickets.
A portable induction loop is also available for use at the Box Office, please ask a member of staff if you wish to use this. Please note that depending on the type of hearing aid, the user may need to switch their hearing aid to the ‘T’ position to use these systems.
Early entry and courtesy seating area
Where possible, VillaGaiety will work with show promoters to operate an early entry service for any customers with a disability/ mobility issues or additional needs who would like to enter the auditorium just before we open the doors for the main audience.
Please identify yourself at Box Office at least 30 minutes before the show if you wish to enquire about or request early entry, the Duty Manager or delegated duty staff member can arrange this.
While you wait, we have some sofas in the Villa Marina foyer or Gallery area as courtesy seating areas for those who are less able to stand.
Essential Companion Scheme (ECS)
VillaGaiety are pleased to offer and operate an Essential Companion Scheme to enable customers to equally participate, with dignity and respect in VillaGaiety events. We operate the scheme for customers with a disability who require a companion to accompany and assist them in accessing the facilities at our venues whilst attending one of the shows or events. The Essential Companion is expected to attend to the needs of the Scheme Member at all times whilst on the premises.
This scheme enables ECS members the opportunity to obtain one ticket, free of charge, for their Essential Companion when purchasing a standard ticket.
VillaGaiety’s Essential Companion Scheme is free to join. You can learn more about the scheme by visiting our Essential Companion Scheme page HERE or alternatively you can contact our box office on (01624) 600555 for more information. All tickets are subject to availability at the time of booking.
First Aid, Medical Assistance and Facilities
A number of venue staff are trained to administer basic first aid and will be on duty for events. Please contact a member of staff if you require any medical assistance.
Defibrillator: there is a defibrillator device located behind the Villa Marina Box Office/ ticketing desk if required in an emergency. Please ask a member of staff for assistance.
Priority seating for General admission/ standing shows
Please note that for standing/general admission shows that take place downstairs only in Royal Hall, the VillaGaiety management team reserve the right to politely request that the following seats be vacated should they be required for a person/ ticketholder with a disability or mobility issue that prevents them from standing:
Please bear in mind that the need for this seat may not be immediately obvious.
We appreciate that a large venue or concert/ show environment can be overwhelming for customers, especially when there are large crowds of people. If any customers or family member needs any support or time out during a visit to our venues, please ask to speak to a member of staff and they will do their best to assist you and show you to a quiet space.
Accessible toilets for wheelchair users and/ or customers with a disability are available on all floors in the Villa Marina. All accessible toilets have level entry and are equipped with extra handrails and an emergency cord. The locations of our accessible toilets are as follows:
Gender-neutral toilets are located as follows at the Villa Marina:
Use of Strobe Lighting / Stroboscopic Lighting/ Other stage effects and Sound Levels
Strobe lighting, lighting that produces stroboscopic effects, smoke machines, pyrotechnical effects and visual effects other theatrical effects may be used during some of our shows and events. We are aware that sound levels at some of our events may be a cause for concern for some customers. As a venue, we may only have minimal input with regards to sounds levels at live music events.
The vast majority of artists and shows that we host in our venues have their own sound and lighting system which are run by their engineers. We do, however, monitor both sound quality and decibel levels and advise production crews as and when necessary to ensure compliance with legal limits. Earplugs are available on request for customers who may have concerns about the noise level.
If you are concerned or have any queries about these effects, please contact the Box Office in advance of purchasing your tickets and our staff will do their best to advise you if they are being used or endeavor to find out.
The Villa Marina has six car parking spaces for disabled (blue) badge holders which are adjacent to the main Villa Marina building. These spaces are available on a first-come-first-served basis.
There is limited parking available on site at VillaGaiety, you can learn more about how to get to our venues and nearby parking HERE.
Venue drop offs
For customers with mobility issues or wheelchair users who plan to arrive by car or taxi but do not require parking, there is a drop-off point immediately outside at the main entrance/ front doors to the Villa Marina with level access to all areas via the main foyer. The main foyer can be accessed using a push-pad automatic door (right-hand side double doors of the main entrance).
The Villa Marina’s Royal Hall can facilitate up to 10 wheelchair spaces (6 downstairs and 4 upstairs), all of which are fully accessible from the Villa Marina’s main foyer/ entrance with lift access to all floors. Please speak with a member of our box office team about your requirements when making a show booking.
Our event spaces – the Colonnade Suite and Promenade and Suite Colonnade Suites are both fully accessible with lift access from the main foyer to each space.
The Villa Marina has a wheelchair available to borrow for use whilst at the venue, please ask at the Villa Marina Box Office or a member of duty staff to request use of this. This is subject to availability. We advise that those customers who may request to borrow wheelchairs ensure they have assistance to operate and manoeuvre the chairs.
If you have any questions about accessibility at VillaGaiety, please contact the box office on 01624 600555 or email firstname.lastname@example.org.