It does not have any policy on canceling travel due to the corona virus. It's very poor compared to other third party booking companies. Especially, the low price they are proud of can be changed to a high price due to errors in cache data. Don't be fooled by the low price, never use it. There are many better companies.

After reading previous reviews that non refundable hotels were being cancelled and refunded free of charge due to the coronavirus, I tried to get a refund, and although the reply was fast, the response was that no refunds are available and I should speak to my insurance company.

We have booked accommodation in Spain via Nustay and cannot enter the country now because of the coronavirus. The only thing we have received from Nustay is a standard e-mail that cancellations are not possible. Especially in such a moment I would have expected Nustay to help us. Airlines and other tour operators are much more accommodating in times of Corona. So I find the customer experience indescribably bad and will never use this portal again. I recommend all travellers to use a reputable provider.

From reading other recent reviews I see that several customers have had to cancel non-refundable hotel reservations and received a full refund. However my experience was the total opposite when I emailed them yesterday after the FCO changed guidance and warned against travel to my destination. I was treated to an Inconsiderate, money-orientated response that lacked any compassion and no refund. I am very disappointed considering this was my first booking with Nustay, not sure why some customers are treated fairer than others! Quite concerning that their responses can be so variable. Very poor customer service considering the circumstances, expected much better from them.

Bonjour Je n'arrive malheureusement pas vous joindre. J'ai une réservation ID 4946021 pour Londres 4 nuits. Cependant la compagnie vient d'annuler notre vol allé retour nous serons donc dans l'incapacité de nous rendre à Londres. Serait t-il possible d'avoir un remboursement Cordialement Céline

Buenas tardes Tengo reserva para mañana en el parador de Siguenza y por alerta en Madrid no podemos viajar No logro contactar con tfno y he escrito pero no responden En el parador me dicen que por ellos, dada causa de fuerza mayor por pandemia y estado de imposibilidad de viajar me reembolsarían la totalidad del importe pero que tengo que tramitarlo con la agencia Podrían por favor darme solución o anulación o cambio por otra fecha? Gracias Raquel 686758685 Increíble el parador da su conformidad al reembolso pero l agencia dice que no hace excepciones. Lamentable. Nunca más contrataré con ellos

He intentado cambiar la fecha , y por parte de nustay han puesto todo de su parte para ello. Y me han cambiado la fecha . Muchas gracias . Buen servicio

Due to the coronavirus, I was keen to cancel my trip from the UK to Luxembourg. I booked the hotel via Nustay and was worried about push back for the refund. I tried calling their customer help line but was an automated recording and an email to write to, which was a disappointment as customers expect to speak to a person to resolve issues not just an email. That being said, after emailing Nustay, I received a response within minutes, and Helen Grey was superb to help and was able to resolve my concerns. I have been told to expect a full refund.

Me pasó lo mismo salía una oferta en $1869 pesos pase mi tarjeta y me terminan diciendo q pague $2669 no es buena no la recomiendo ..

Unfortunately due to Coronavirus and the FCO placing Italy on lock down with only essential travel, my partner and I had to cancel our scheduled trip to Florence. Dana at Nustay replied to my email enquiring to cancel a non-refundable booking within 2 hours advising they would handle the matter for me. Less than 24 hours later I received confirmation of a full refund. During a stressful time where we’re having to deal with flight cancellations, 2 hotel bookings and pre-booked excursions for Dana and team to resolve this so quickly with no input required from us was much appreciated.

I got great support from the customer's point of view.

Customer Service Response The customer service representative responded very quickly, and even though my stay was non-refundable, they worked with the hotel to get my refund anyways. They also politely and quickly followed up on all communications.

Excellent service from Michael and Odry. They were able to postpone our hotel booking and throughout the process, I was regularly kept informed of the progress. Thank you!

Nustay penso che sia uno dei migliori siti gestito da persone professionali, cordiali che aiutano il cliente a trovare la soluzione a ogni problema. Da circa un mese ho prenotato un Hotel in Belgio per il weekend dal 13 al 16 marzo, una camera ha prezzi vantaggiosi al centro di Bruxelles con condizioni non rimborsabile. Da qualche giorno, per via del coronavirus, ho contattato il servizio clienti per chiedere se era possibile avere un rimborso della camera per via del nostro blocco in entrata e uscita dalla Italia. Ovviamente è una scelta dell'hotel essere rimborsati o no, ma la nostra richiesta è stata accolta. Sono rimasto sorpreso dalla cordialità, la gentilezza e la professionalità di Yamila che ha ascoltato i nostri problemi e ha provato in tutti i modi a risolverli. Nustay è un sito serio e professionale a cui mi rivolgerò per i prossimi miei viaggi come già comunicato a Yamila, e se mai ripartirò in Belgio riprenoterò l'hotel che mi ha concesso il rimborso. Grazie Grazie Grazie🙏

They handled my hotel reservation professionally, gracefully and timely responded to my all questions.

Ottimi consigliato

Very helpful in treat my case and give me the refund for the cancellation due to covid-19 virus

Great customer support. Quick and efficient

I had to cancel my hotel reservation because of the current situation with the Corona virus disease, and actually this was my second time to cancel the reservation. However, they reacted to my email very quickly and immediately noticed me that refund is already on the way. It was already tiring enough to change my travel plan, but they made this cancellation in a very friendly way, so it made my day. Thank you.

They truly hooked it up. Thanks a bunch.