Each time I emailed I received an almost immediate response, I felt listened to and my needs were accommodated.

I had to cancel my non-refundable hotel accommodation due to medical reasons. When I contacted Nustay, they have contacted the hotel and organise a refund. Nustay kept me up to date with the progress until the outcome.

What can I say? Avoid even getting in touch with them! Their Customer support is awful, their policy concerning cancellations due to Covid-19 is more than unfriendly. I will tell everybody about it on different platforms. I encourage those who also lost their money to do so. I hope they will get what they deserve in the long run.

Unfortunately our trip got cancelled due to Coronavirus and Jordan shutting it's borders. Our refund was issued immediately afyer emailing them and it was all sorted so quickly. When all this is over, we will definitely be re-booking via Nustay.

Me uno a las quejas!!!! Una vergüenza. Me han estado mareando para decirme que lo arregle yo con mi seguro. Yo les pedía un cambio de fecha y nada. Nunca volveré a utilizar Nustay... Unos estafadores. Yo tengo muy claro que les denunciaré en la oficina del consumo.

I made a reservation with the Nustay Hotel in Amsterdam, right in the period of the COVID-19 outbreak, and got in touch to negotiate the refund, they were irreducible. Bad experience. After a few days, the Nustay team contacted me, offering me a voucher in the exact amount spent, and valid for 18 months. I found the negotiation fair and reasonable.

Awful customer service especially as all other travel companies are being flexible at this time. Refused to cancel and refund for a hotel despite the hotel confirming I was eligible for a full refund. Avoid booking through them and book direct with the hotel.

Amazing speedy considerate service! I needed to cancel my flight, emailed them and it was all sorted that morning.

Lamentable la repuesta por parte de nustay, me pongo en contacto con el hotel y no tienen ningún problema en cambiarme las fechas pero que tiene que ser a través de nustay. La repuesta de dicha plataforma es que no pueden hacer nada. Sabiendo la situación que estamos viviendo, invito a todo aquel que esté en la misma situación denuncia ante consumo este situación de vergüenza por parte de nustay.

Refusing to refund accomodation when A) my flights to Spain cancelled - B) Barcelona and its City is completely quarantied. Shocking care of its customers.

Gentilissima la signorina del servizio clienti. A causa di un imprevisto avrei dovuto annullare la mia prenotazione presso l’hotel prenotato. Ciò non è stato possibile ma, nonostante fossimo a pochi giorni dal check-in originario, grazie a Megan, mi è stata data la possibilità di modificare le date della mia prenotazione. Prenoterò sicuramente ancora con Nustay! Grazie mille! Alice

The customer support from the Nustay-Team is really excellent - I've had to contact them twice already cause I needed to change my bookings, and their reply was super quick, nice and helpful. Keep on doing it like that :)

J'avais acheté via ce site une nuit a Roissy pour le 02 jUIN 2020 ,la compagnie Air Canada ayant supprimé mon vol du fait du Covid , j'ai demandé a Nustay de me rembourser la nuit d'hotel , Ils ont REFUSE ..... et n'ont EN AUCUN CAS accepté de considérer que cette annulation provenait du risque sanitaire et de l'interdiction de voyager ; Voila une agence que je déconseillerai pour son manque de compréhension vis a vis des clients ,victime de faits independants de leur volonté Surprise en cette sortie de déconfinement ,ou Nustay m'a recontacté (sans relance de ma part ) pour me proposer un voucher , valide un an , du montant de la nuitée acquittée , mais non utilisée du fait du onfinement ; Voila un geste commercial qui me réconcilie avec cette agence ;

Nustay.com seems to be one of the few online hotel booking agencies that will not refund/credit accommodations due to the Corona Virus. The travel industry has bent over backwards to accommodate travelers that cannot hold to their original reservations. Nustay does not share the ethics of the travel community in light of this pandemic. Please find another online travel partner, now and in the future.

Servicio excelente, me atendió Nicole Edmond y solución el problema a la perfección. No hay duda de que volveré a usar esta plataforma

Me parece lamentable que ante una situación de emergencia y que por causas de fuerza mayor no nos podamos mover libremente por el país, desde Nustay me estén dando largas para proceder a la devolución de la reserva. Por encima, viendo en otros comentarios a los que sí les devuelven el dinero, no me parece correcto la discriminación que están realizando. Espero tener una respuesta por vuestra parte, pero por el momento nunca más reservaré en esta agencia y recomiendo a todo el mundo que no lo haga. No se preocupan por sus clientes ni se molestan en buscar soluciones. Durante estos tiempos de crisis se ve quien se preocupa y quien no, y Nustay está demostrando que no les importa nada.

The city where my hotel is, has declared a state of emergency and my emoyet has cancelled all work trups due to concerns about the coronavirus, but when I tried to get help with cancellling my hotel, they were not helpful at all.

CUIDADO CON ESTA AGENCIA! he realizado una reserva desde España para Madrid no reembolsable, pero por el estado de alarma en el que está mi país en estos momentos no puedo viajar y se han negado a modificar mi reserva o anulación de la misma. En todas las compañías del país se está procediendo a realizar las anulaciones pertinentes sin ningún problema pero esta compañía no. He hecho mi reserva ya que parecía una agencia seria pero me he equivocado, procederé a la demanda oportuna y a la difusión en las redes WATCH OUT FOR THIS AGENCY! I have made a non-refundable reservation from Spain for Madrid, but due to the state of alarm in which my country is at the moment I cannot travel and they have refused to modify my reservation or cancellation of it. In all the companies of the country is proceeding to make the pertinent cancellations without any problems but this company not. I have made my reservation since it seemed a serious agency but I have mistaken, I will proceed to the timely demand and the diffusion in the networks

I booked thru Nustay a hotel in Switzerland on March 29. I live in Spain, which is now on lockdown through the end of the month, and therefore unable to travel. I too contacted the hotel and they are willing to refund, but Nustay will not. NEVER BOOK THROUGH NUSTAY!

Our travel has also been disrupted by the flight ban into the USA. Nustay.com refuse a refund blaming a third party which I assume is the Hotel, I mailed back and forth a few times, ....these responses are cut n paste as I also received the same replies intended for other people....( more good service Nustay.com ) I contacted the Hotel who are willing to allow a cancellation with NO penalty to Nustay, I provided Nustay with a copy of this.. I await a reply to this as I type. We may now be moving into the realm of deliberately holding client monies from a booking customer when the Hotel says they will cancel, I have proven by my message from the hotel that there is no penalty to Nustay.com , will this now be escalated to borderline theft ? If the Hotel allows a cancellation in these extreme circumstances due to Coronavirus and Nustay.com refuse it then there is criminal intent and I will react accordingly. Ignore at your peril, NEVER book with Nustay.com Do post your own review, don't just read them, Companies that treat clients with this contempt do not deserve support but to be outed for the Con merchants they clearly are. I will update if anything changes.