EDIT: After leaving the below review, Nustay got in touch again and offered to process a refund, which has now gone through. It is a shame that it took a negative review to prompt them to do this, but I have increased the rating from 1 star to 3 stars as a result. --- Refusing refund for service that could not be provided! After contacting Nustay about a hotel stay that was unable to be completed due to the Covid-19 outbreak, they replied to say that a refund could not be processed. This would perhaps be understandable if it was a fault of my own. However, given the difficulties getting in touch on the phone, and as it was impossible to provide the service due to border restrictions and accommodation closure, this seems more like theft to me. I don't think "acting as an intermediary" is a valid excuse.

Hola. Tenía una reserva para mayo, y debido al estado de alarma no se puede viajar. He arreglado con los vuelos y el crucero que tenía, el problema lo tengo con estos impresentables (Nustay) que me contestan que la tarifa mia no es reembolsable...por lo que estoy leyendo, mi caso no es el primero ni será el último....por supuesto, que yo voy a denunciar. Entre todos tenemos que conseguir algo...

Nachem die Überprüfung von Nustay bezüglich der Stornierungsansprüche beim Hotel sich schon über eine Woch hinzog, kam dann die die Antwort das das ich einen Gutschein erhalte mit beigefügter Gutscheinnummer. Nach sofortiger Rückanwort meinerseits, dass ich lieber mein Geld haben möchte kam die Antwort: "OK- das dauert 30 Arbeitstage". Nun was kann ich berichten? Das Geld ist längst überfällig und immer noch nicht auf meinem Konto. Was ich davon halte seht ihr an an meiner Bewertung.

I will definitely use Nutsay

NUSTAY hält sich nicht an EU Gesetze. Man erhält einen Gutschein und danach folgt keine Antw mehr. Es bleibt einen nix als seinen Rechtsbeistand zu aktivieren.

Ho usato per la prima volta questo sito per prenotare una stanza a Milano per il 15/05/2020.Certamente non posso andare , perché ancora , causa COVID 19 , è tutto chiuso..Ho chiesto il rimborso .....1) una volta ti scrivono in italiano e poi in inglese, va bene io parlo e scrivo perfettamente in 4 lingue , , però usate solo una , no? O è solo una tattica per impressionare il cliente ? 2) Mi dicono ,che non mi possono rimborsare , perché la politica della prenotazione non lo permette! Ma la struttura è chiusa! Non è mica colpa mia ....3) Mi sono rifiutata di accettare tale risposta e solo adesso , anche perché ho citato il decreto , mi hanno proposto un voucher , valido per un anno !Okay , mi va bene e lo possono anche fare ....però Signori , fatemelo dire , perché fate sudare 7 camicie ad un cliente, per avere quello che gli spetta ????Con Expedia , Amoma ed altri non mi è mai successo .......Il servizio sarebbe da migliorare ..... vedremo se funziona con il Voucher o se mi fanno altre storie ! Have a nice day! UPDATE: ANDIAMO A 1 STELLA ( inizialmente erano 3)....mi è stato promessa alla fine ( luglio 20) un rimborso in denaro sulla credit card , invece niente .... 10 mail e sempre la stessa risposta : arrivano , arrivano ..... adesso leggo , che sono falliti ......che Vergogna!

I had a problem with a hotel I booked in London for April and had to cancel from Madrid due to Covi19 crisis. I made a complaint and initially there must have been a misunderstanding. Nustay is now giving me a voucher for the amount of the reservation to use within 18 months, like most of the airlines I booked for next few months. They have been very helpful, kind and understanding. I look forward to book with them in the near future. Thank you very much!

If I could give 0 stars I would. DO NOT THIS COMPANY!! Look at all the BAD reviews! I had a hotel booked which due to Covid19 I was able to cancel with no charge. It has taken many emails/calls for me to arrange a refund which then wasn’t refunded from Nustay so I had to go through my credit card company. During which is a very stressful time for customers they really don’t give a damn. Again avoid this company unless you want a huge battle to retrieve monies owed to you if something does for wrong with your bookings!!!!!

AVOID AT ALL COSTS Please take note of recent reviews - this company tries to dodge refunds at every opportunity. Hotel booked through Nustay - Coronavirus meant the hotel was closed. Contacted Nustay who said that no refund would be forthcoming. Contacted the hotel who replied that no one would be charged (including Nustay). Forwarded their email to Nustay with proof of cancelled flights - was told refund would be processed. A month passed - no refund - contacted Nustay again who replied that refund would be in my bank account 7-14 days. Still no refund so emailed Nustay again and was offered a voucher instead as a refund would now take at least 90 days! This company should be avoided - every email from Nustay is from a different person, and they seem to be doing all they can to string customers along to avoid refunds. Will never use Nustay again.

DO NOT USE! Refused to give refund even though my hotel was closed due to covid, after an argument they then agreed to refund me and told the money would be in my account in 30days ... it’s been over 30 days and still no money. Emailed them again to ask why I haven’t received the refund and it hasn’t even be processed yet, they tried to fob me off with yet another voucher. I have reported this company as the law states you have 30 days to refund. I suggest everyone else reports as well because they should not be trading!! ALSO THEY ARE CLEARLY WRITING THEIR OWN REVIEWS!!

Avoid. Refusing to give a refund when hotel was shut. I contacted the hotel directly about my booking in Paris. I gladly would have accepted a voucher for a stay with them later in the year, but was told that they had not received payment and that I should contact Nustay directly for a refund. Nustay have offered a voucher for use at a later date with their company (not the hotel in Paris that I was booked to stay in) but given the precarious nature of the travel industry at present, a voucher from Nustay could be worthless if they were to cease trading. I feel that Nustay are exploiting the situation, wrongly using non refundable bookings as a way of profiting from the situation. This is simple exploitation, which must be challenged. I will take it further. You can’t take people’s money, not provide the service and claim immunity from any further consequence with a defence of “non refundable“. This argument is absurd at best and dishonest at worst. I can’t see this company surviving in the long term unless it takes a different approach to how it deals with refunds when travellers, through no fault of their own, are unable to use the bookings that they have made.

Door COVID-19 is ons verblijf in ons hotel (geboekt via Nustay) verplicht gesloten en onze reis geannuleerd. Wij hebben geen refund gekregen van Nustay, doch hebben zij ons een zeer mooie tegemoeting gedaan. Hier kunnen we perfect mee leven. Eerst absoluut niet tevreden, maar nu superlovend over hun manier van aanpak. Aan Helen van Nustay: you did a great job!

Definitely writing their own reviews now, awful company, awful refund policy, DO NOT USE.

Outstanding customer service, especially service agent Alex Fitch. He was very helpful and polite and due to the unforeseen circumstances of the virus, he helped us getting a voucher. Thanks so much Alex! Very friendly and proffessional.

gestion du service clients parfaite à cause du covid, mon séjour de ce soir à Paris est annulé ils ont été à mon écoute et ont respecté les recommandations de notre gouvernement j'ai réussi à obtenir un avoir valable 18 mois sur leur site cela me permettra de programmer un autre séjour après tous ces soucis et je garderai un bon souvenir de leur enseigne ! je vous recommande ce site de réservation

Negative feedback can be written via revieuw pages. no one likes to get negative feedback. I would like to compliment you for reviewing our booking again and for the quick and neat settlement. compliments on how you handled the problem. gives confidence in a new booking, thank you!

Aggiornamento ad oggi 26 aprile 2020 Avevo già messo il mio cuore in pace, quando il 20 aprile mi ha scritto la signora Helen Grey di Nustay: hanno letto la mia recensione su Trustpilot e sono aperti ad una mediazione, proponendomi l’emissione di un voucher dello stesso importo da me pagato per la prenotazione non utilizzata, valevole entro 18 mesi per un qualsiasi Hotel proposto da Nustay. Ho risposto alla gentile signora Grey che questa loro proposta non è altro che una delle due soluzioni che avevo avanzato io nella mia mail dell’11 marzo e quindi ho accettato. La stessa signora Grey, con mail del 23 aprile, mi ha comunicato gli estremi del bonus promesso. Commento finale: sono contento non tanto per il rimborso ottenuto che non mi fa ricco, ma per essere riuscito a raggiungere un successo per una causa che ritengo giusta. Per cui sono felice di ricredermi sul giudizio che avevo inizialmente esposto su Nustay tramite Trustpilot. Per inciso, penso che senza le mie recensioni del 16 e 21 marzo su Trustpilot (che ringrazio per avermi dato questa possibilità) non avrei ottenuto alcunchè. Roberto Sincich Milano, 26 aprile 2020

J'avais réservé un séjour dans un hôtel via Nustay, à un meilleur tarif qu'ailleurs. Aucun souci à la réservation, dès le.jiur même l'hôtel avait ma réservation enregistrée ( vérifié car j'étais sur place déjà dans cet hôtel) Suite aux événements covid, mon hôtel étant fermé, j'ai demandé des renseignements. Il s'agissait d'une réservation non remboursable. Dans les 2 jours j'avais une réponse et mon coupon d'avoir. Donc gestion parfaite de A à Z Je repasserai sans problème par ce site. Et merci à l'équipe de gestion qui assure.

Couldn't be happier with the service provided, first class

Excellent service, definitely using the portal to book in coming days