So stoked to get a credit for my stay in Hobart that was cancelled due to COVID, thank you so much!

Attendo il mio rimborso da quasi 4 mesi!! A causa covid la struttura dove avevo prenotato ha chiuso e non ho potuto usufruire del soggiorno che era previsto dal 25/03 al 28/03 inizialmente mi viene detto che non posso avere il rimborso. Dopo numerose esortazioni mi viene accettata la richiesta , prima viene detto di aspettare 30 giorni e niente , dopo 40 e niente , dopo90 e niente ad oggi chiedo spiegazioni e ancora mi dicono di aspettare che i tempi sono lunghi . Non esiste una cosa del genere sono passati 4 mesi!! Prima e ultima volta mai più !!!!

Impresentables. No dudaré en denunciar si no me devuelven mi dinero, no hacen más que darme largas, y me dicen que mi tarifa no es reembolsable. Les he dado como tope el mes que viene, después de intercambiar 1000 mails, ya que llevo más de dos meses para que me devuelvan el dinero.

No questions no pushing alternatives, straight forward we will refund but please be patient as may take us a while.. and reply within 29 mins. Excellent.

Update zu meiner Bewertung vom 13.Mai: Geld ist immer noch nicht zurück erstattet worden - das nervt da das Geld dringend für andere Dinge gebraucht wird, da mein Unternehmen Kurzarbeit beantragt und es in der Haushaltskasse fehlt. Mein Fall ist Nustay seit Mitte März bekannt und seitdem nur die Gutschein Reaktion bzw. Hinhaltetaktik von Nustay das Geld nicht zu erstatten. Eine Rückerstattung kann und muss einfach zügiger erfolgen. Sehr unseriös, daher kann ich nur die Verbraucher warnen bei Nustay zu buchen.

They helped us, when their partner would not and we got a credit voucher from them. Amazing service:-) Kim from Denmark

Like many others here, Nustay are refusing to refund me. The hotel that I have booked to stay in is closed, but despite me having paid for a service that they are unable to provide, they are still claiming that it is ‘non-refundable’. I called the hotel myself who told me that they have not and will not be charging Nustay, and sent me email confirmation of this, yet Nustay are still suggesting that the decision is out of her hands and it is up to the hotel?!?! Basically they have lied to me and are withholding my money from me. AVOID AT ALL COSTS! I wish I had paid the extra £10 and booked directly rather than through this vile company.

Firstly, when I booked it said I booked a premium room with balcony, then when the confirmation finally came through I saw it said standard, then after asking them they said I must have booked the standard room, well I didn't as I remember vividly that premium was cheaper than standard for some reason and thought why not! Now onto the non existent refund!!! Firstly contacted them early April, after I had contacted the hotel. The hotel said that NuStay had already cancelled the booking and they had my money. I then contacted NuStay which they then said they would need to hear from the hotel manager as evidence. The hotel manager wrote to them gladly and asked them basically to stop messing around and refund me the money they had that was mine!! They then said they had to 'assess' this. Then another third party from China who also had to hear from the Hotel????? Whilst this was going on I was emailing the manager of the hotel who literally said to me 'keep going, dont give up', and I can see from social media many other people are struggling to get their money back from them. On 27th April, I FINALLY got an email from them that they will refund me 100% and it will be in my account within 30 days. Well, more than 30 days has passed and Ive had no updates from them, no correspondence at all in fact and no refund. I have sent them an email, as instructed from my claim advisor, to say they must update me within 4 days or I will process a claim where they will be charged back against them. Lets see if I will actually get this refund from them without claiming! Joke of a company, have their phone numbers on the end of their emails yet dont take calls and bad customer service!

C'est de l'arnaque. Ils veulent pas me rembourser. à fuire !!!

Amazing, honest company. Main hotel would not refund me even with COVID-19 situation but Nustay had my back!

Nustay came out on top earlier in the year when we booked accommodation for a June trip to Barcelona. Following the Worldwide impact of COVID 19 Nustay,s customer support team stepped up to support us with a voucher code for the full value which we can use for future travel plans. We are most grateful for the outstanding service provided by the Customer support team and look forward to a time when we can all make travel plans again.

I will really trust Nustay for a booking in the future. Because of covid19 I had a problem with my booking and they did their best to solve the problem.

I booked a stay in NYC for COVID response. My contract with the company was cancelled by day 2 so I needed a refund for the hotel stay that was paid for prior to my contract cancellation. Nustay worked diligently to process my refund back to my credit card. It took about 3 to 4 weeks to process due to the limitations that have arise from COVID. They kept me informed with every move, responded to my emails within hours, sometimes minutes. I could not have asked for a better team throughout this process given the circumstances.

I recently contacted your customer team and you helped me very much. I am very happy and pleased that you had refund me all the money thrue the voucher you had sent to me. And with all my pleasure I will recommend you to my families, all my friends and business partners. Me and my housband, we love to travell very much all over the world, and we are planning much trips in the future. Doing business with your company is a new and very possitive experiance to us. We wish you good luck in your future business, and of course us on our next trips - with you. Greetings from Croatia ! With best regards, Lidija Tomicic

Informed I would receive refund within 21 business days of cancelling (due to Covid-19). Time has now elapsed. Still no refund. Still no communication from Nustay about when to expect. Will not use again, and will advise friends and family to avoid as well.

Thank you Tatiana for replying so promptly and the offer of a full refund.

Through these tough times i thought you gugs handle my refund really well. Yes it did take a while and i totally understand that. I was very happy with the fast replys keeping me updated.

Our booking was postponed due to Covid-19 & this company couldn’t have been more helpful. They replied immediately saying they would get back to me but maybe a delay due to the hotel not responding. Which of course that’s to be expected? so was shocked to find an email from them just a couple of days later. Not only had they managed to change our booking super fast they sent one of the most beautifully worded emails Ive ever received, so much so that I actually forwarded it on to my manager (I work in customer services) our friends who booked through another company did NOT receive the same helpfulness as we did & have actually had their booking cancelled now, so we will definitely use NUSTAY again! Thank you for being so fab in these unprecedented time’s.

Very good price and we enjoyed Hotel Milano in Rotterdam a lot!! Nice room, yammie breakfastbuffet and very friendly people. Thx!

I wrote to NUSTAY for a cancellation in 1 month time (we already know we cannot travel abroad next month due to coronavirus travel restrictions). I received NO ASSISTANCE whatsoever, just an automatic message telling me to write AGAIN 1 week before travel date, where I imagine I would be told "The hotel says it's too late to cancel anyway". Extremely bad customer service, worse than any other online travel operator (the others let me cancel for free).