We were due to visit Japan this month to visit our son and see the Olympics. We had booked 2 non refundable rooms for several days in Tokyo( they were all non refundable because of the olympics). Because of Covid , Japan is still not allowing tourists in. We had already contacted Nustay the previous month and they had advised us ,due to the huge numbers of people in a similar situation to recontact a week before our Dates. I emailed on Friday evening and hadn’t really expected a reply before Monday. On Saturday morning I had an email back saying the hotel were unable to issue a refund but because of this difficult situation Nustay were giving us a credit note for anywhere in the world for the next year! This was such a lovely surprise- and so much better/easier than our dealings with flight operators. Thank you Nustay. I think you are a fantastic company and you have gained a fan for life.

Absolutely the best service I have ever received from any company ever, brilliant !

Mi hanno fatto fare una nuova premotazione l'unica pecca è stata che non mi hanno fanno includere la colazione

on arriving at our hotel i was told there had been a mix up and our room had been cancelled leaving us stranded on a Saturday evening .Within 5 minutes of emailing Nustay they had replied and 15 minutes later they had contacted the hotel and sorted the problem out

We were able to transfer our hotel booking because of the Covid-19 crisis, in fact we moved from a hotel in Spain to a hotel in Ireland on a completely different date. Camilla dealt with our transfer request immediately and answered any queries that we had. The service was prompt, professional and courteous and we were very satisfied.

im truly satisfy about this website. I had to cancel my trip due to Covid this week .The hotel's owner refused to give me a refund( according a the nun-refundable reservation ) but Nustay had the best attitude and understanding offering me the opportunity to receive a voucher for the totality of my nights lost ! this was so nice !i would recommend them highly !

Such a scam and fraudulent company. Our flights were canceled for two times due to COVID 19. We tried to contact NUSTAY many times for refund. After several discussions, they told us they would refund if the hotel accepted. We contacted the hotel and we got the cancellation confirmation email and we forwarded it to NUSTAY. They said they needed to contact the third party (we do not know who they are referring to) in order to process our refund. We have not received our refund yet. We tried to email them but they haven’t responded back. It is very frustrating. We have been hit not only by Covid 19 but also by this fraudulent company who is taking advantage of this situation.

This company have went above and beyond for me during these difficult times. Such a lovely company to deal with❤️

Had to change a non refundable booking due to a COVID related concert cancellation. The nustay rep was very helpful in changing the booking to a more convenient time at no extra cost. Would highly recommend.

It was excellent. I wrote an email to canceled my reservation and the response was immediate

Cancelled hotel due to covid 19. Still not received a refund from 10/05/20. Contacted them a few times but still no money . Will not use again if this is the service you provide. It's a shame because you answered queries very quickly - you just haven't passed my money back to me . Shame on you

My issue was resolved quickly with a fantastic outcome for myself personally. The team at NUSTAY are knowledgeable and professional.

Die Stornierung aufgrund von corona war grauenhaft. Zuerst haben sie es verweigert, dann hat Nustay uns doch einen Reisegutschein ausgestellt. Wir möchten das Geld allerdings auf unser Bankkonto. Wir haben ihnen unzählige Emails zugesendet, nun sind schon 2 Monate um, und immer noch keine Auszahlung auf unser bankkonto. Laut nustay dauert es 90 Tage. Können keinen neuen Urlaub buchen und warten auf unser Geld. Die Abbuchung auf unserer Kreditkarte war am selben an Tag. Nicht zu empfehlen.

Pareil que les autres avis... plusieurs nuits annulées en avril pour le mois de juin 2020 a las vegas et aucun retour ni remboursement ! a proscrire !

I liked this hotel. Clean tidy and comfortable. But the price is very high. This is not 5 *

Mir wurde am 26.5. mitgeteilt, daß mir mein Geld zurücküberwiesen wird, nachdem das Hotel in Madrid Anfang Mai überhaupt keine Gäste annehmen konnte. Die Überweisung sei bereits in der Warteschlange - welch passendes Wort und welch Hohn! - und dort verharrt sie immer noch. Laut Nustay liegt das aber nur an den Banken, die „bis zu 90 Tage für Updates" benötigen sollen. Beim Buchen erfolgte die Abbuchung vom VISA-Konto jedoch sofort am gleichen Tag. Offensichtlich hat auch Nustay noch nicht gelernt, daß beim Geld die Freundschaft aufhört und verspieltes Vertrauen tödlich ist.

I have contacted the venue regarding an overnight stay in Norwich. They advised me that NUSTAY have cancelled the booking themselves without my consent. As with others I am unable to make contact to claim my refund

It is my pleasure to compliment Alex Fitch, as I have in dozens of email exchanges with him. You see, my business with Nustay has been very complex and worrisome...the movement of bookings and pre-paid money for a stay at the Nh Victoria in Granada, Spain due to COVID-19. It was complicated because of the Nh Victoria being closed and communication having to go through Nustay. Alex never failed to answer every question. He followed-up with me via email over the course of six weeks. Alex was persistent in achieving my request, collecting additional funds and confirming a future stay...what we call in the US "a win win win." Due to his customer care, Alex represented Nustay in a professional manner..WIN for Nustay. He delivered total satisfaction to me, his customer by granting all of my requests....WIN for me. And Alex also salvaged a booking for the Nh Victoria Granada with a high rate and collected more money in advance...WIN for Nh Hotels. As for the EURO 200.00 voucher to be awarded to a lucky reviewer, you should give that money to Alex FItch as a bonus for doing an amazing job for me! The gentleman deserves this and much more. Again, thank you, Alex. Doing business with Nustay was MY pleasure indeed! Jon Beasley Dallas, Texas USA

Avoid! Scammers!!! They cancelled my hotel booking without even telling me! Their phone number is nonexistent. Now they are blaming a mysterious 3rd party (which by the way is NOT the hotel!) and stating that I’m not entitled to a refund!! This is a total scam. Unfortunately it got the point that they left me no choice but to report them. Shame on you Nustay!

Bonjour, Je déconseille les services de Nustay. J'avais réservé 5 nuits d’hôtel à Rome du 16 au 21 juin 2020 non échangeables et non remboursables. Compte tenu du Covid notre avion a été annulé nous n’avons donc pas pu nous rendre à Rome. J'ai demandé un remboursement à Nustay mais ils m'ont répondu le "22 juin" après plusieurs relances que l’hôtel ne voulait pas me rembourser. Compte tenu des circonstances exceptionnelles et indépendantes de notre volonté, j’espérai un geste de leur part, au moins un avoir. Je n’utiliserais plus jamais leur service. J’espère au moins que l’hôtelier a été payé et qu'ils n'ont pas gardé l'argent même si ils ont pris une bonne commission au passage.