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In January I booked a hotel in Milan for April 2020 with advance payment. The hotel was closed until May 2020 due to ministerial provisions, therefore it was impossible to use the paid service. Untl now I send 20 e-mails to which they respond evasively, but then finally they recognize me a refund that I'm still waiting!! 6 months passed and I'm still waiting the refund... I have sent notice to my lawyer in which I request a refund of the amount paid.

My problem which caused by Covid-19 was smoothly resolved. Friendly and sincere customer services which I didn't expect to get from my previous experiences with other agencies. Nustay has got a genuine quality of customer service. Thank you so much, I really appreciate it.

THE BIG SCAM = NUSTAY Next I am going to take my time writing my experience with THESE BIG SCAMMERS. I hope that nobody has to suffer what happened to us and thanks to this comment DO NOT DECEIVE MORE PEOPLE: 1- On January 21, 2020 we booked a hotel in Bordeaux with this company from April 10-13 in Bordeaux, France. 2- On March 19, 2020 I write to nustay requesting the cancellation and refund of my money, since the state of alarm had been decreed and both the flight was canceled and the Bordeaux hotel itself remained closed . Response from Nustay (Dana Pace - Customer Service Specialis): We ask that you resubmit your request 7 days before your travel date, then we will do our best to assist you. We hope to hear from you within 7 days prior to your check-in date. 3- On April 3 (7 days before as I had been told) I get back in touch with nustay requesting the cancellation and refund of my money. Response from Nustay (Dana Pace - Customer Service Specialis): As the reservation was made with a non-refundable / non-modifiable policy, we regret to inform you that the chosen policy will apply and therefore a refund cannot be processed on this occasion. 4- Upon reading this we contact the hotel and ask them to refund our money since they were closed during those dates, how was I going to stay there? . Hotel response: hello, after further checking we cancel the reservation free of charge. It is necessary to consult directly with your agency or you have reserved for the refund of your reservation. We regret the occasional mismatch. 5- On April 4 I write to Nustay saying that the hotel has no problem in returning the money and that they ask us to contact them to do so. Response from Nustay (Dana Pace - Customer Service Specialis): Despite all our persistence in obtaining an exception for your case, our provider's final decision was to keep the original reservation policy as non-refundable and non-modifiable and that is why we are unfortunately unable to assist you with your non-refundable reservation. 7- After passing the hotel emails saying that they have no problem in the refund and seeing that their LIES have been discovered, on April 14 they offer us a check: Response from Nustay (Dana Pace - Customer Service Specialis): First of all, thank you for your request and patience. After carefully checking with our supplier and due to the current situation caused by the COVID-19 that doesn't allow you to enjoy the hotel stay at this time, we would like to inform that Nustay already credited you the payment made of 244 EUR with a voucher that can be used for any other stay in any hotel on nustay 9- On June 5 Helen Gray - Customer Experience Specialist wrote to me, telling me that a solution had already been provided and that she should delete the negative comment on Trustpilot. I answer that I will only delete the comment when I have the money in my bank account. I don't want a check from SCAMMERS, I WANT MY MONEY. 10-On June 12, Helen Gray - Customer Experience Specialist, tells me that they accept my request and that within 90 days I will have my money. They even attach the refund confirmation by email. She tells me not to worry, that 90 days is the maximum term but that I will have it much sooner. 11- On September 5, I get in touch with them telling them that I have not received the money yet and that the 90-day period is going to end soon. Reply Nustay: no answer. 12- We are September 17 and I have not received the refund yet, nor a response to my emails. I think the kind of company they are, incompetent, liars, taking advantage of people's situation and taking advantage of Covid-19 to earn money is demonstrated, since hotels RETURN THE MONEY TO NUSTAY, BUT THEY DO NOT RETURN IT TO YOUR CUSTOMERS, I said regrettable. I am not going to stop until the money is entered. I'm going to cast negative comments on all the review pages, on all your social networks day after day, I DO NOT THINK TO STOP. Regards Helen Gray and Dana Pace.

A continuación me voy a tomar mi tiempo escribiendo mi experiencia con ESTOS GRANDES ESTAFADORES. Espero que nadie tenga que sufrir lo que nos ha pasado a nosotros y gracias a este comentario NO ENGAÑEN A MÁS PERSONAS: 1- El 21 de enero de 2020 reservamos un hotel en Burdeos con esta compañía del 10-13 de abril en Burdeos, Francia. 2- El día 19 de marzo de 2020 les escribo a nustay solicitando la cancelación y el reembolso de mi dinero, puesto que se había decretado el estado de alarma y tanto el vuelo se canceló como el propio hotel de Burdeos permanecia cerrado. Respuesta de Nustay (Dana Pace - Customer Service Specialis): Le pedimos que reenvíe su solicitud 7 días antes de su fecha de viaje, luego haremos todo lo posible para ayudarlo. Esperamos recibir noticias suyas dentro de los 7 días anteriores a su fecha de check-in. 3- El 3 de abril (7 días antes como me habían dicho) me vuelvo a poner de nuevo en contacto con nustay solicitando la cancelación y la devolución de mi dinero. Respuesta de Nustay (Dana Pace - Customer Service Specialis): Como la reserva se realizó con una política no reembolsable / no modificable, lamentamos informarle que se aplicará la política elegida y, por lo tanto, no se puede procesar un reembolso en esta ocasión. 4- Al leer esto nos ponemos en contacto con el hotel y les pedimos que nos devuelvan nuestro dinero ya que estaban cerrados durante esas fechas, ¿como me iba a alojar alli? . Respuesta del hotel: hola, después de más comprobación cancelamos la reserva sin cargo . es necesario consultar directamente con su agencia o usted ha reservado para el reembolso de su reserva . Lamentamos el desajuste ocasional. 5- El 4 de abril les escribo a Nustay diciendo que el hotel no tiene ningún problema en devolvernos el dinero y que nos piden que nos pongamos en contacto con ellos para hacerlo. Respuesta de Nustay (Dana Pace - Customer Service Specialis): A pesar de toda nuestra persistencia en obtener una excepción para su caso, la decisión final de nuestro proveedor fue mantener la política de reserva original como no reembolsable y no modificable y es por eso que, lamentablemente, no podemos ayudarlo con su reserva no reembolsable. 7- Después de pasarles los emails del hotel diciendo que no tienen ningún problema en el reembolso y ver que sus MENTIRAS han sido descubiertas, el 14 de abril nos ofrecen un cheque: Respuesta de Nustay (Dana Pace - Customer Service Specialis): First of all, thank you for your request and patience. After carefully checking with our supplier and due to the current situation caused by the COVID-19 that doesn't allow you to enjoy the hotel stay at this time, we would like to inform that Nustay already credited you the payment made of 244 EUR with a voucher that can be used for any other stay in any hotel on nustay 9- El día 5 de junio me escribe Helen Grey - Customer Experience Specialist, diciendome que ya se había aportado una solución y que borrase el comentario negativo en Trustpilot. Le contesto que solo voy a borrar el comentario cuando tenga el dinero en mi cuenta del banco. Que no quiero un cheque de unos ESTAFADORES, QUIERO MI DINERO. 10-El 12 de junio, Helen Grey - Customer Experience Specialist, me dice que aceptan mi petición y que en un plazo de 90 días tendré mi dinero. Incluso me adjuntan la confirmación del reembolso por email. Me dice que no me preocupe, que los 90 días son como plazo máximo pero que lo tendré mucho antes. 11- El 5 de septiembre me pongo en contacto con ellos diciendole que todavía no me ha llegado el dinero y que el plazo de 90 días va a concluir pronto. Respuesta de Nustay: no respuesta. 12- Estamos a 17 de septiembre y todavía no he recibido el reembolso, ni respuesta a mis emails. Creo que queda demostrado la clase de empresa que son, incompetentes, mentirosos, aprovechandose de la situación de la gente y sacando partido del Covid-19 para ganar dinero, ya que los hoteles LES DEVUELVEN EL DINERO A NUSTAY, PERO ELLOS NO SE LO DEVUELVEN A SUS CLIENTES, lo dicho lamentable. No pienso parar hasta que me ingresen el dinero. Les voy a fundir a comentarios negativos en todas las páginas de review, en todas sus redes sociales día tras día, NO PIENSO PARAR. Un saludo Helen Grey y Dana Pace.

ESTAFADORES! LADRONES! Hicimos una reserva del 10-13 de abril con está Página y ha sido el error de nuestras vidas. No pudimos realizar el viaje por el COVID-19 ya que nos cancelaron el vuelo y para esas fechas como bien sabe todo el mundo NADIE podía viajar y por tanto el hotel estaba CERRADO. Después de poner un comentario en esta página, nos invitaron a quitar el comentario si nos pagaban, vamos que no querían que apareciera un mal comentario de ellos. Nos adjuntaron una factura con el abono pertinente , y nos comentaron que en 3 MESES se nos devolvería el dinero. MENTIRA!! Lo han hecho para callarnos la boca y que eliminemos el comentario pero lo único que hace no pagarnos es que sigamos poniendo comentarios y denunciando el caso hasta que se devuelva lo que es nuestro. Solo queda decir que si queréis que os estafen esta es la mejor página para ello. PAGARNOS DE UNA VEZ!

I am still waiting for a refund for a hotel that didn’t open this year. I had to inform nustay myself that the hotel we had booked was not opening this year. It took them over 2 weeks to confirm this after me having to send mutual contact to the hotel and nustay (didn’t fill me with hope that they didn’t know this and may have even arrived at the hotel if I hadnt contacted the hotel myself directly.) Once a refund was requested as nustay could not offer me anything for the same price and standard I’m still waiting. 9 weeks later. This is causing financial problems and anxiety. There is no end in site and the customer service just keep saying it’s in hand! Avoid this company.

Having posted a previous review, which Nustay responded to, it is unfortunate that I feel the need to warn others about our terrible experience with this company. Having been promised a refund in May in 14-21 days which was not delivered, we were informed that the refund would inexplicably take up to 90 days. When I challenged this, Nustay assured me that the refund was forthcoming and forwarded attachments to me showing that the refund had been sent to the finance department. These attachments stated that the last date to receive the refund would be 9/9/20. This date has passed and I have not received a refund nor any contact from Nustay. As far as I am concerned they appear to be holding my money without my expressed consent in contravention to EU laws and regulations. Dealing with Nustay has been an awful experience and 5 months after requesting a refund I am still out of pocket. Other customers, please beware of these appalling practices.

Every time I contact Nustay the customer service is amazing and are very quick to respond! Keep up the great work guys.

Avoid this company like the plague! I was promised a refund when the hotel I was booked at closed down due to COVID in March 2020. I have been patient for 6 months waiting for them to refund the money promised and nothing! Will never deal with this company again!

Unangemessener Umgang mit Kunden: Aufgrund Corona wurde meine Veranstaltung in Hamburg abgesagt. Daraufhin bat ich Nustay darum meine Übernachtung dort zu verschieben. Also wollte ich auch schlicht kein geld zurück, sondern nur einen neuen Termin vereinbaren. Fair für beide Seiten. Nun ging es ewig hin und her. Viele Mails wurden geschrieben, schlussendlich sollte ich auch einen neuen termin nennen. Dieser wurde dann abgeleht, und unter fadenscheinigen Gründen die Schuld auf den "Veranstalter" geschoben. Man versprach mir allerdings dran zu bleiben und mein Problem zu lösen. Nun knapp 2 Monate später fragte ich nochmal nach. Nun wurde behauptet ich hätte nicht zur Klärung beigetragen und ich müsste eine stornierung beim Hotel inkl. der Bestätigung vorlegen. Natürlich habe ich nie beim Hotel storniert- sondern bei Nustay als Anbieter. Das ganze ist mittlerweile sehr unschön geworden. Ich kann verstehen dass Corona für viele Leute große Probleme mit sich bringt, aber ein solcher Umgang mit Kunden ist sehr unpassend. Ich werde nicht mehr dort buchen.

Reservé 8 habitaciones a traves de Nustay, por la COVID se canceló el viaje, solicité devolución de mi dinero, el hotel ( donde tambien reserve, sin intermediarios, mas habitaciones) Accedió a la cancelación de las habitaciones que les hice, y también autorizó la operación de cancelar las 8 habitaciones de Nustay, pero Nustay me dijo que la solución que me ponen (tras muchos mails con evasivas y contradicciones) es que haga otras reservas y que en un futuro existirá la posibilidad de un hipotetico cheque, que aun no existe, donde se me abonara parte de mi dinero, obviamente no me inspira confianza gastar mas dinero para recuperar ese dinero

Il servizio che offrono non è assolutamente paragonabile ad altri competitor. A dicembre 2019 ho prenotato un pernottamento non-refundable negli USA da usufruire a Settembre 2020, ovviamente , causa forza maggiore COVID-19 sono stata costretta ad annullare la prenotazione. La differenza è che per la stessa tipologia di prenotazione (non-refundable) altri siti di prenotazione intervengono restituendo (l'azienda stessa) l'importo versato per la prenotazione, nustay invece comunica solamente che non possono farci nulla! Sicuramente non prenoterò più attraverso loro.

Nustay was Very helpfull for us. Especially The communication is Very fast and They did Everything They could to help us out. They offered a voucher of the hotel we couldn’t go because of COVID. I would definitely book again with nustay! Eva

Booked a hotel with this company the Covid struck!! And I had to cancel - despite paying a non refundable rate they moved it no problem - then when I had to cancel again!! They moved it to another new date AND credited me with a voucher for the difference! I mean! Wow!! I wish all companies were like Nustay!!! Can’t recommend enough!!

Thank you very much for all you assitance, all what I requested was taken care in a positive way

Je suis satisfais de la rapidite et l aide apporter pour mon sejour! Tout s est tres bien passé! 👌

Very good experience, I had some reschedules due to corona virus. (Twice so far) Team help me a lot with no stress. I will definitely use them again even this week, because I'm not able to go Croatia, so I may stay more days in Italy instead.

Fantastic customer service, thank you for all your help! Highly recommend Nustay.

Due to Covid travel restrictions we cancelled our hotel in Portugal booked through Nustay. We had free cancellation as long as we cancelled up to 7 days before our arrival date, We cancelled with Nustay on 11th May 2020 - After a few emails back and forth we received a full refund credited back to our account. My main contact at Nustay was Helen Grey and she did an absolutely fantastic job of making sure any issues were resolved. Her honesty and professionalism is a credit to her and the company she represents. Top marks all round.