Other Questions
If you cannot find the answer to your question here please feel free to phone us on 020 3004 2661 or email [email protected]
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Frequently Asked Questions
Frequently Asked Questions
Quality Christian Holidays
New Holiday Enquiries
How can I request a quote?
You can request a quote in one of the following ways:
- Online Enquiry: Send us a quote request using any of the contact or quote request forms on our website. Once submitted, one of our team will be in touch to go through your quote and the next steps.
- Phone Booking: Our friendly team is always happy to help you find the right holiday and answer any questions. Call us on 020 3004 2661 for personalised support.
- Email Enquiry: If you have specific requests or need more information, email [email protected] and we’ll guide you through the booking process.
Can I get a quote online?
Website prices are a good guide, but they’re not guaranteed. To confirm an exact quote, please submit a quote request and our team will check availability and confirm the price. We can also hold rooms for you — otherwise, quotes are subject to change.
Can I put the holiday on hold before paying my deposit?
Yes! We can put a room on hold for you for up to 3 working days, giving you time to make arrangements with peace of mind.
This service is free and there’s no obligation to confirm the booking. While your room is on hold, it won’t be available for anyone else to book, and the price will be held for you.
Please note that we can’t hold flights, so prices including flights are subject to change and availability, even if your room is on hold.
We can only hold one room option at a time, so do let us know which room or date you’d prefer.
How can I confirm a booking?
To confirm a booking, we’ll need to take a non-refundable deposit payment.
- More than 10 weeks before departure, the deposit will be £200 per person (excluding flights).
- Less than 10 weeks before departure, the full balance will be required to confirm your booking, as shown in your quote.
- If booking flights with Richmond: The full balance of the flights will be required whenever you add these to your booking.
How can I pay my deposit?
While a room is on hold, you can confirm your holiday (excluding flights, which can only be booked over the phone) in any of the following ways:
- Online Payment: Our team will send you a secure personalised payment link so you can pay online by credit card, debit card, or open banking transfer.
- Phone Payment: Call us on 020 3004 2661, Monday to Friday, 09:30 – 16:30 to pay by card over the phone.
- Bank Transfer: You can pay directly into our Trust Account held with the TTA. Please email us to confirm you’ve paid, so we can look out for your payment. Please use your quote number (R0XXXXX) and Surname as the reference.
Account Name “TTA Trustees (UK) LTD Trustee” Sort Code 50-41-01 Account Number 46024042
When booking flights, please let us know if you’ll need any additional assistance or are bringing medical equipment. We’ll liaise with the airline and may contact you for further details if required. If you have any concerns about your ability to travel, please contact us before confirming your booking so we can make enquiries on your behalf.
How will I receive confirmation and details about my booking?
You will receive a confirmation email after you have paid your deposit. This will confirm the holiday details, payment receipt, and the information we hold for you. If anything is amiss, please contact us as soon as possible.
We’ll send you an email each time you make a payment or an amendment to your booking, in addition to important pre-departure information, balance reminders and feedback requests, so do make sure that [email protected] is in your safe contact list.
We may also contact you by text message or phone call relating to your holiday booking.
Can you cater for special dietary requirements?
We do our best to cater for any dietary requirement and make your stay as comfortable as possible. Food is catered in different way in each of our resorts. We’ve provided some general guidance below, but please do discuss any dietary requirements with our friendly team of Holiday Consultants prior to confirming your booking.
Chalet des Neiges, Reberty Village
We employ our own Chefs and have years of experience catering for various dietary requirements when planning our menus. The evening meals are a plated service and our chalet team order food from the larger shops down the mountain in advance of your arrival and the local shops do not carry such a variety of options, so it is difficult to make ad-hoc changes to the menu during the week of the holiday, although our team will always do their best to help.
Zefiros Beach Hotel, Samos
The hotel provides a buffet service for breakfast and dinner, which will always include a vegetarian option of the main evening meal, along with a salad bar and one or two sides. Certain dairy alternatives are available on the island and gluten-free bread can be provided on request.
Local shops are accessible by taxi, bike or using the hotel minibus service. There is a small shop about a 30-minute walk from the hotel, which stocks basic essentials.
Castanheiro Boutique Hotel, Madeira
The restaurant has outstanding reviews, with specific mention of their ability to cater for dietary requirements. We would still request that you mention dietary requirements before booking so we can note these and pass them on to the hotel, but we are confident that they can cater for all dietary requirements.
The hotel is based in the centre of Funchal so local shops are available, including a good selection of gluten-free snacks.
Are your holidays accessible for people with disabilities?
We will do our best to accommodate special requests and are committed to going the extra mile to make sure every guest feels welcome and included on all our holidays.
Please see the destination pages on our website for more information about the bedroom and bathroom setups for each holiday and if you have further questions about accessibility, please contact our team of friendly Holiday Consultants who will be happy to help discuss your needs and how we can help.
Prices & Payments
What is included in the holiday price?
All of our holidays include:
- Half-board accommodation
- Care from our Richmond staff team and ministry leader
- Daily programme of activities and evening entertainments
Half-board accommodation at the chalet includes afternoon tea, canapes and wine with the three-course evening meal.
The chalet facilities include two indoor saunas and two hot tubs on the chalet balcony with piste views, cosy lounge with complimentary tea and coffee, a supply of books, puzzles and games!
Ski Extras – including equipment hire, lift passes and lessons, incur an extra cost, please see our Ski Extras page for more information.
Use of the Richmond Watersports Centre and fleet of bikes is included for Richmond guests. The hotel features an outdoor pool and tennis court, which are also free for hotel guests to use.
RYA courses are available and incur an extra cost, please see our Watersports page for more information.
Optional excursions and programmes are also available on certain weeks across the season, some of which incur an extra cost.
Will I need to pay Tourist Taxes?
Tourist taxes will be charged depending on the holiday destination.
- In Chalet des Neiges, we take care of this for you, it is included in the holiday price.
- In the Zefiros Beach Hotel, you can expect to pay €5 per room per night, which you will need to pay directly to the hotel at the end of your stay. This can be paid by cash or card, but will be charged in euros.
- In the Castanheiro Boutique Hotel, you can expect to pay €2 per person per night for the first 7 nights of your stay. This will need to be paid directly to the hotel at the end of your stay. This can be paid by cash or card, but will be charged in euros.
Do you have any discounts or special offers?
We offer a Best Price Guarantee, which means that when you book your Richmond Holiday, the price you pay is the lowest available rate. In the unlikely event that we later reduce the price of your holiday; you’ll automatically receive the same reduction.
We don’t offer last minute discounts, and prices may increase as availability decreases, so it’s best to book early to secure the best price – and your favourite room!
In addition to our Best Price Guarantee, we offer several ongoing discounts:
Early Booking Discount
- £25 off per person, per week
- Book by 16 October (for Samos holidays)
- Book by 30 April (for Ski holidays)
- Enjoy fee-free date flexibility until: 01 February for Samos holidays and 01 September for Ski holidays
Loyalty Rebooking Discount
- £25 off per person, per week
- When you book your next holiday while on holiday (or before you go!)
Multiple Holiday Discount
- 10% off accommodation
- When you book more than one holiday to the same destination within the same season
Duration Discount
- 10% off accommodation
- Automatically applied when you book 14 nights or more
Child Discount
- 50% off accommodation
- Automatically applied for children aged 2-11
- Applies when the child is in the 3rd of 4th bed in a room
Referral Discount
- £50 off for you and £50 off for your friend
- For each new-to-Richmond guest that books on your recommendation
- You’ll receive a £50 discount voucher and they’ll receive £50 off their first booking!
- Read more here
To be the first to know when bookings open and receive reminders about discounts, sign up for our newsletter!
When is my balance due?
Your balance is due 10 weeks before departure. This date will be shown on all of your Richmond documentation and we will send email reminders prior to this date.
How can I pay my balance?
Balances can be paid in the following ways:
- Phone Payments: You can pay by credit or debit card over the phone, by calling us on 020 3004 2661, Monday to Friday, 09:30 – 16:30.
- Bank Transfer: You can pay directly into our Trust Account held with the TTA. We recommend dropping us an email to let us know you’ve paid so we can look out for your payment!
Please use your quote number (R0XXXXX) and Surname as the reference.
Account Name “TTA Trustees (UK) LTD Trustee”
Sort Code 50-41-01
Account Number 46024042
- On-request – Online Payments: Our team can send you a payment link for your balance total, which will enable you to securely pay online by credit card, debit card, or using open banking to complete a bank transfer.
Can I pay by instalments?
As long as the full balance has been received by due 10 weeks before departure, you can pay in any way you like.
You can set up a standing order from your bank account if you’d like to pay in instalments with ease – weekly or monthly payments are fine, please do just drop us an email to let us know your plan, or each time you make a payment to ensure no payments are missed.
Alternatively, you can phone us and pay in instalments as and when it suits you, or request an online payment link for the amount you want to pay.
What financial protection do I get with your holidays?
All holidays booked with Richmond are 100% financially secure. As a TTA member – the Travel Trust Association – all your money is placed in an independent Trust Account until you return from your holiday.
If you book a package holiday with us including flights, then you are protected by our ATOL License – our license number is T7533.
When should I purchase travel insurance?
We strongly recommend arranging travel insurance at the time of booking to ensure you’re covered for any unforeseen changes between booking and departure.
While we can’t advise on specific insurance providers, there are a number of online brokers and comparison services that can help you find a policy suited to your needs.
Please note that deposits and flight bookings are non-refundable, and in the event of cancellation or changes outside of our booking terms, you will need to make a claim through your insurance provider.
We encourage you to read our Booking Terms and Conditions carefully before confirming your holiday to make sure your policy provides adequate cover.
What is your cancellation policy?
If you need to cancel your holiday, cancellation fees apply depending on how close to your departure date the cancellation occurs. Full details can be found in our Terms and Conditions.
In some cases, a date change or name change may be possible as an alternative, depending on your circumstances. Our team will always do their best to help you find the most suitable option.
Please remember that travel insurance is designed to protect you in situations like this, helping to recover costs if your plans need to change after booking.
Travel
How do I book flights with Richmond?
You can book flight packages for our Samos and Madeira holidays. You can contact us to request a quote for flights at any point, before, during or after confirming your holiday booking.
We will let you know the current flight price, but we cannot hold flights, and the quote price is subject to change.
Flights can be booked by making a card payment for the full flight price over the phone. Call us on 020 3004 2661, Monday to Friday, 09:30 – 16:30 to discuss your flight quote and make a booking.
Can I amend a flight booking?
Flights are non-refundable and usually, the date cannot be amended without paying significant cancellation fees – the exact amount will vary by airline.
Name changes are normally possible and will incur a small charge per name change.
Contact us if you need to discuss making an amendment to your flight booking and we will confirm which options are available to you.
It is very important that you have personal travel insurance in place to cover the cost of your flights if you need to cancel them or change dates after booking.
Is it cheaper to book flights with Richmond?
It is usually cheaper to book your flights independently, but there are various benefits to booking flights with Richmond:
- Benefit from the protection of Package Travel Regulations
- ATOL protection for the flights
- Carbon balancing – for all flights departing in 2026 and beyond, Richmond will make a donation to Temwa, to help balance the carbon emitted by the flights.
- Let us help with the admin of booking the flights so all your holiday bookings are in one place!
How are my flights carbon balanced?
We have pledged to donate £12.50 per tonne of carbon produced by flights booked through Richmond.
This results in a £25 donation per return flight to Samos or Madeira, when bought as part of a package holiday with Richmond.
We donate this money to Temwa, a UK charity working in Malawi, one of the poorest countries on earth, which is impacted by the effects of climate change.
Temwa’s community-led approach to Carbon Balancing goes beyond planting trees; they also train local families in sustainable farming and help local governing bodies to develop laws to protect their forests.
We encourage you to read more about the amazing work that Temwa are doing here: https://carbonbalance.temwa.org/about
How do I request special assistance for a flight?
We will book special assistance for you if you book your flights with us. It is always best to book assistance based on your worst days, so the help is ready for you, even if you don’t make use of the assistance on the day of travel.
Just speak to your Holiday Consultant when booking your flights to discuss your requirements and we’ll pass on everything the airline needs to know to ensure your safety and comfort.
If you are bringing medical equipment or mobility aids with you, we will need to know certain information such as the dimensions, make, and model, to ensure this is booked on correctly for you and you don’t incur any delays at the airport.
How do I check-in for my flights?
When you book a flight through Richmond, you will be sent a booking confirmation email, which will contain your unique flight booking reference and instructions about how to check-in online.
Your flight booking confirmation email is your e-ticket and receipt. Once you have checked in, you will be issued a boarding pass, which you can download to your phone or print off at home to take to the airport.
Can I manage my flight booking online?
When you book a flight through Richmond, you will be sent a booking confirmation email, which will contain your unique flight booking reference and instructions of how to log in on the airline’s website to manage your flight booking.
You will be able to add hold luggage and seat selection, add Advanced Passenger Information and download your boarding passes after check-in.
If you have an existing account with the airline, your Richmond flight booking will not appear in your account, so it is important to follow the instructions in the email carefully to ensure you find the correct flight booking.
Can I book transfers with Richmond?
We offer door-to-door transfers, exclusive to Richmond guests, for all of our holiday destinations.
You can find more information on each destination page about the specific transfer service available for your chosen resort.
Where can I find information about entry requirements?
We recommend using the Government website to check the latest travel advice, including passport and Visa requirements for the country you are travelling to:
Please note – As of 12 October 2025, the EU will be using a new digital border system, known as the Entry/Exit System (EES). This will replace the system of manually stamping passports when visitors arrive in the EU.
You do not need to take any action before you arrive at the border, and there is no cost for EES registration. Full details here – Gov UK Website
Will I need any vaccinations ahead of my holiday?
For information about medical entry requirements and recommended vaccinations, you can check TravelHealthPro’s website, as recommended by the UK government.
Ministry
In what ways is Richmond a Christian company?
As an office team, we start each week with a Bible passage and begin each day in prayer. We love to pray for our guests, teams, suppliers and partners, as well as issues within our community and the wider world.
We seek God’s wisdom in the day-to-day as well as the bigger picture company planning and look to honour Him in everything we do.
Our resort teams follow the same format in their weekly and daily staff meetings and pray for each guest by name ahead of their arrival. Our resort teams join Richmond Holidays not just for a season in a beautiful location, but as a season of service — choosing to use their gifts to honour God and bless our guests through Christ-centred hospitality.
In what ways is the Christian faith part of the holiday experience?
Throughout the holidays, there will be short morning prayer meetings, Sunday morning communions, ministry meetings in the evening, at which there is usually singing and a short Bible talk. We may also host worship evenings after dinner and informal communion services.
In addition to our Christian staff teams, we appoint a Ministry Leader each week to run the above meetings. Ministry Leaders are also available throughout the holiday for individual conversations and prayer support, or simply to come alongside guests while on holiday.
Learn more about our Ministry Leaders.
Do I have to be a Christian to come on a Richmond Holiday?
Richmond is delighted to welcome all people – whether you profess a Christian faith or whether you are just thinking about Christianity or indeed if you are decided against faith.
All aspects of a Richmond Holiday is entirely optional, including the structured ministry times. There is no expectation that all guests will attend, and no judgement! It is your holiday to do as you please.