VillaGaiety Audience and Customer Care Charter

A copy of our Child Protection and Safeguarding Policy can be found here

About us

The VillaGaiety venues are the Isle of Man’s flagship buildings for arts, entertainment and creativity and exist to make a positive contribution and impact to the wellbeing and quality of life for our Island community. Our aim is to attract and welcome individuals of all ages, abilities and backgrounds to our venues and engage in activities and events, either as audience members, performers or event participants.

VillaGaiety work to ensure we are accessible for all in terms of the services we provide, our curated year-round programme of entertainment and our schedule of corporate, social, community and national events. Audiences experience VillaGaiety in lots of different ways, from those attending a live event in our programme which we have curated or has come as a hire, to people attending our regular cinema screenings, play area sessions/parties or the public enjoying our green spaces on site.

 Our aims

A visit to VillaGaiety should be a special and enjoyable experience. Live performances and event experiences offer a moment of togetherness, they are freeing, giving us a short and much needed break from the demands and pace of everyday life.

Whether it’s a theatrical show in the Gaiety Theatre, high energy gig in the Villa Marina’s Royal Hall or the latest blockbuster film, these are unique, timeless experiences shared with both people you know and those that you don’t - and that’s not just fellow ticketholders, for shows and events, it’s the performers too. With that in mind we want to create and maintain an environment for customers and staff that is:

• welcoming
• safe
• inclusive and respectful
• accessible
• enjoyable

Our commitment and responsibilities to our customers and visitors

These guidelines have been created to outline the expectations of all VillaGaiety staff and of our valued customers and visitors so that we can collectively ensure our venues are welcoming spaces for all.  

In striving to improve our service to Island community we welcome all feedback – positive or negative – relating to our organisation and that is reflective of our role as the national venues for creativity, arts and entertainment. We want the audience, customers (including our hirers) and visitors to be the focus of our operations and services. To enable us to achieve this we work with following objectives in mind:

• Customer service and support: We aim to provide a polite, professional, respectable and friendly service and support for audiences, artistes and visitors. To do so our team will be available to assist with any enquiries, requests and any identified needs as promptly and courteously as possible. Whether you need help with tickets or show/ event information, seating advice or guidance, information about navigating our venues, we work to ensure that your experience is as smooth as possible.

• Clear communication: We will provide clear, accurate and timely information about events, performances, ticketing and our facilities, as well as any upcoming changes expected, planned or otherwise. To do so we will effectively utilise our website, social media platforms, email newsletters, and in-person communications. If you have any questions or concerns, please contact a member of our team to assist.

• Customer experience: We are committed to working to provide the best customer experience possible by ensuring we fulfil our responsibilities to ensure event and service delivery meets expectations, whilst ensuring we conduct ourselves in a helpful, courteous and friendly way in advance of and during our events and services.

• Safety, comfort and cleanliness: We will always do our best to ensure that our venues are safe, comfortable and clean for all our customers:

- The safety and wellbeing of those using or attending our venues is a priority and we adhere to health and safety protocols, security protocols including the management of audiences and fire safety regulations and procedures.

- We are committed to maintaining a clean, comfortable, and enjoyable environment for all our visitors. We have dedicated teams who undertake regularly clean and maintenance in all our event spaces and general venue facilities.

- To assist us we would ask that you report any concerns about cleanliness, safety or security concerns or nuisance or anti-social behaviour.

• Accessible, inclusive and respectful environment: We aim to create and maintain an inclusive and accessible experience and environment for all our venue’s customers so we can welcome all equally and without prejudice;- Our staff will treat all individuals with courtesy, fairness, and professionalism to maintain a culture of respect for all, regardless of race, gender, age, disability, or background.

- We have and will continue make reasonable adjustments to accommodate customers and visitors with disabilities, access or additional needs

- We aim to meet any additional needs of our customers. Please let us know in advance (where possible) if there is anything we can do to ensure as comfortable and enjoyable visit as possible.

- We understand that visiting a venue for the first time can be worrying for some, especially if you are unsure of what to expect, if you have specific access requirements or you are assisting someone with specific requirements. We hope that you will find the information on our accessibility pages which have been devised to include as comprehensive information as possible to be helpful and useful in enabling you to prepare for your visit.

• Customer and visitor feedback and/ or complaints: We acknowledge that despite efforts to do so, it may not always be possible to deliver services at the highest level, so we will try to positively deal with complaints, which in turn can help us learn, and to improve our service. Please let us know if you have concerns about the following:

- the standard of service you have received

- you have not been able to access or receive a service you believe should be available to you

- you have been not treated with dignity and respect

- General feedback

In the first instance, if you are attending an event or service at our venues and have a concern or complaint, we would always encourage you to please talk to a member of our team or if you would prefer, you can request to speak to the Duty Manager. This affords us the opportunity to understand and at least try to address issues promptly there and then, if possible.

However, if it is not possible or if you would like to tell us about your experience at VillaGaiety in writing, you can contact us using the following channels:

You can email us at villagaiety@gov.im

Visit our webpage: https://www.villagaiety.com/help/contact-us/ Once on this webpage please select ‘Feedback or Complaint’ using the ’Nature of Enquiry’ drop down option.

If you wish to write to us via post, this should be addressed as follows: Feedback and Complaints, VillaGaiety, Unit 8, Villa Marina Arcade, Harris Promenade, Douglas, Isle of Man, IM1 2HN

To view or access VillaGaiety’s Feedback and Complaints Policy and Procedure please click here.

 Customer and visitor responsibilities

Our valued customers and visitors also have an integral role in helping us achieve the safe, inclusive and enjoyable environment and quality services we work to uphold. With this in mind we ask that all our visitors adhere to the following guidelines:

• Respectful and courteous interactions: All VillaGaiety staff, fellow ticketholders, event attendees or visitors to our venues, including performers and event organisers should be treated with fairness, honesty, respect and courtesy. We understand that when services or experiences do not meet expectations this can be frustrating and upsetting but if customers become abusive, offensive or aggressive or threatening to our staff members, staff may advise the customer that the exchange will be terminated if any unacceptable behaviour continues.

• Noise control and use of devices: Please be mindful of noise levels, especially in quiet areas, and respect the ambiance of the venue, event space or event/ show format. Please be considerate of both the performers and the people around you. Excessive talking, shouting, or use of loud electronic devices (phones/ tablets etc.) can disrupt the experience for others. We would really appreciate it if long conversations are left to the end, and do not forget that the performers can hear you, just as you can hear them.

• No smoking or vaping: Please do not smoke anywhere in the building, this (includes e-cigarettes and vaping).There are designated smoking areas external to our buildings.

• Safety and Security: We ask that our customers help us keep everyone safe by reporting to our team members about anything that you are concerned or uncomfortable with. To enable us to work together to ensure the welfare of all and security of any personal effects we ask that:

- You always keep your personal belongings with you. Items left unattended may be removed by a member of our team and treated as lost property, or in some cases, disposed of.

- All customers and visitors always cooperate with venue staff whilst attending events or services. Any instructions from the venue’s operational management, Duty Managers and Front of House supervisors will be issued with the safety and welfare of all in mind. Failure to comply with reasonable instructions will be addressed immediately and can result in potential removal from the venue

- For specific events, for the safety of all visitors, we may ask to search your bags on arrival. If you decline, we reserved the right to refuse you entry. Searches look for restricted items such as alcohol not purchased within our licensed premises and other objects that may be considered a risk to the public or the artist.

- Any restricted items may be removed at the bag-searching point, recorded and stored and returned to the customer on leaving. If we discover anything illegal, it will be confiscated and the police informed.

- If our staff feel you are causing unreasonable disturbance to others, if you are endangering yourself, others or property, they will ask you to stop for the safety and comfort of everyone. Our staff and security have the authority to ask you to leave a performance space to address a concern about behaviour or actions or, escort customers from the premises if necessary.

• Respectful use of the venues: Please treat the venue and its facilities with respect. Damaging or defacing the venues, their fixtures and fittings or public facilities property will result in action from the venue's management or where applicable, the Isle of Man Police Constabulary.

• Adherence to policies and regulations;

- Please follow all venue policies, including age restrictions/ guidance which are included on the information we provide for all shows and ticketed events. For film certifications please visit https://www.villagaiety.com/your-visit/accessibility-at-the-broadway-cinema/ We also ask that all visitors comply with and any health and safety guidelines, these are in place to ensure the welfare of and positive experience for all.

- In terms of audience expectations, we ensure, where possible, that all of our show/ event descriptions include useful information about the show content of the show to enable customers to make an informed choice before purchasing a ticket. We ask that customers read and consider any such information prior to committing to purchase as this will likely include but not be limited to any audience warnings around loud noises, flashing lights, content of an adult nature etc.

• Consumption of Food and Drink: Customers may take some food and drink into the venue's auditoriums, but hot food is not permitted.

- VillaGaiety understand that for some, food and drink is a part of the theatre or show going experience, but we ask that you be mindful of your fellow audience members around you. Make sure your chosen treats will not be a distraction to them.

- Our alcohol license only allows drinks when we serve them in licensed areas, so please don’t bring your alcohol in to licensed areas (such areas are signposted across our site). Food and drinks purchased from the theatre's bars and concessions are allowed inside the auditorium during performances, but it's customary to consume them discreetly and avoid noisy packaging.

• Responsible consumption of alcohol/ alcohol and substance abuse:

We understand that a visit to a show or event at the VillaGaiety is an exciting occasion and as such, some ticketholders may wish to enjoy alcoholic beverages prior to attending our venue as well as whilst in attendance at the show. We would strongly encourage event attendees to ensure responsible consumption of alcohol prior to entering our venues for an event or ticketed experience.

VillaGaiety has various licensed spaces across the site and it is the responsibility of the venue, as Licensee to ensure that we act in accordance with the Liquor Licensing and Public Entertainments Act 2021 and all associated Regulations, Orders and Statutory Codes or Guidance. With this in mind, all customers and visitors must be aware of their behaviour and conduct as a result of their alcohol consumption and that VillaGaiety will always monitor audiences upon entering our venues and for the duration of their visit on site to uphold the responsible and safe service of alcohol, including the Challenge 25 as best practice. Additionally, we as the Licensee, Responsible Person or our bar staff must take reasonable steps:

- To reduce the likelihood of incidents of intoxication and/or disorderly, offensive, abusive or violent behaviour on licensed premises;

- To manage incidents related to intoxication and/or disorderly, offensive, abusive, or violent behaviour that may occur on licensed premises;

- To cooperate with and assist Police in any investigation related to intoxication and/or disorderly, offensive, abusive, or violent behaviour that may occur on licensed premises.

We do not tolerate any form of substance or alcohol abuse. Disorderly conduct resulting from intoxication may result in customers being asked to leave or be escorted from the premises.

• Standing or dancing at seated events: We may ask you to move to a different space in the auditorium, particularly in the Gaiety Theatre to stand and dance if is having a significant impact on other ticketholder’s experience. If it is obstructive, detracting from performers’ work, or creating an unsafe environment for anyone, we will ask you to stop.

• Latecomers: VillaGaiety’s policy will differ depending on the performance space the event or performance is in as well as the format and content of the performance. Our team will always do our best to admit latecomers to designated seating where possible with the minimisation of disruption to the show, any instructions from the show organisers and producers and with due regard for other ticketholders too.

• Photography: Customers are welcome to take photos of the venues and event spaces prior to and after the show, unless directed otherwise by specific show producers and we would love for you to spread the word about your experience of our venues. Please note the following guidance depending on the types of shows you are attending:- The use of photographic and recording equipment of any kind is not permitted during any seated theatrical/ musical or comedy shows at the Villa Marina or Gaiety Theatre. Venue staff will monitor the auditoriums accordingly to ensure this rule is upheld. 

- For standing/ general admission gigs or cabaret style shows in the Royal Hall or Promenade Suite, photography and/ or recording using a device is not prohibited. We appreciate that many people wish to commemorate their event experience with a photo or video, however, using your phone during the performance can be a big distraction for fellow audience members and hinder their enjoyment. It can be very distracting and pose a risk for the performers themselves too, so please be mindful of the differing rules for the different types of performances unless our team say otherwise. 

• Filming and recording at shows/ events: From time-to-time events are filmed and/ or audio recorded. By entering the auditorium and attending the event you are consenting to such filming and/or audio recording and its subsequent use by VillaGaiety, in line with the terms and conditions for ticket purchases – see Conditions of Entry https://www.villagaiety.com/terms-and-conditions/ Please contact Front of House if you have any concerns on arrival.

• General use of our buildings: As publicly accessible buildings we welcome visitors throughout the year to enjoy our grounds and facilities. Whilst on site we ask that you please do not:- Fundraise, demonstrate, display or distribute campaigning material without prior agreement.- Sleep in our public spaces.- Use furniture for anything other than its intended use, move furniture or take furniture to another location, to ensure your safety and its accessibility to everyone.- Leave rubbish around the buildings, please use the waste and recycling bins provided.- Use extension leads to recharge your devices, leave items to charge unattended or unplug any VillaGaiety electrical equipment.- Exercise dogs in gardens or woodland.- Bring bicycles into the building. Cycle racks are provided near to the Gaiety Theatre on the promenade.