I initially booked my hotel stay through Nustay last year, it was to co-incide with a concert as a gift to my wife, their availability and pricing was second to none, so making the booking was an easy decision to make. When COVID 19 Changed the way everyone was living, we found that the hotel we were booked into was closing for our date, I sent an email to Nustay Customer Services and received a reply within minutes, they promptly got everything sorted for us. I am so impressed by their approach to customer service that i will most definitely be booking through Nustay as soon as travel is permitted again, I would fully recommend Nustay to anyone looking to travel outwith their own Country or taking advantage of local resorts.

Lovely team of people who helped me to reschedule a cancelled hotel due to Covid-19.Quick to respond to my emails and very helpful.

Used nustay for the first time and although I couldn't utilise the stay as my trip got cancelled, I have been super impressed with the Customer Service and follow up provided. Will definitely use them again as the listed prices are very competitive!

We had a hotel booking in Sydney made through Nustay, and of course like so many others it became necessary to cancel the entire trip. At all times the contacts there were polite, efficient, and understanding (despite what they must have been going through themselves!). Nustay were easy to contact, and prompt in their replies - if only we could say that about some of the other organisations we have had to deal with! We now hold a voucher for the full value of our cancelled booking - something we received more from goodwill than entitlement, and we couldn't be happier. Thank you folks, and may you prosper when this is all over!

Thank you very much for your fast, uncomplicated and kind help.

I received great customer service today when trying to cancel a hotel I had booked in London for a concert in July that has inevitably been cancelled. Considering how busy travel agents/hotel bookers/ tourism providers are at the moment I was delighted in the swift response and no-hassle cancellation. I had booked the hotel through Nustay at a cheaper rate than what was available through other hotel booking sites so I was already impressed, and am now even more likely to use Nustay again when we can finally get back to travelling :-)

Booked to go to london for weekend of the 24th april (next weekend) booked in feb and once we were locked down we tried to get our refund, they told us to wait a week before (today) to request it. So we tried and they told us NO REFUND and to make matters worse they wont rebook it for another date.. unbelievable.. only company I've heard of to be doing this. Totally disgusted. Do not use these lot, they arnt really a discounted rate either, you have to pay extra to "secure the room" Con artists. I hope they go broke after all this.

DO NOT BOOK THROUGH THIS COMPANY!!! DISGUSTED!! We had to cancel our trip due to Covid-19, that fact that they're not willing to refund or even amend the booking is a disgrace, they're taking advantage and making a gain on this horrible situation. They advertised a low rate but in the end I had to pay an additional amount for the room in order to secure my booking, my travelling companions booked the same hotel on same dates at the same rate through the hotel and have received a full refund, so I find it hard to believe that they can not provide a refund or an amendment to our booking.

Excellent prompt service , with an excellent out come regarding my booking and refund due to the Covid 19 pandemic , Thankyou so much . Stay safe

Do not use this company. I booked a one night stay because my son had a soccer tournament 2 months later, then the Covid 19 outbreak began. My son's tournament was cancelled and I reached out to cancel my reservation - this was 6 weeks prior to my reservation date. They asked if I could contact them within 7 days of the reservation as they needed to deal with much sooner reservations. I completely understood and did exactly as they asked. Contacted them 6 days prior to our stay and they refused to consider returning our money. Do not ever use Nustay. They are a scam.

There is no one to speak to in person. We cancelled our hotel room due to Covid and they refuse to provide a refund. I would not go through this company!

We live in the UK and we hadn’t heard of Nustay before but we found a great deal on their website and decided to book our accommodation for a trip to Japan with them. Unfortunately, because of Covid-19 we didn’t manage to proceed with our much anticipated trip and the team has been amazing at supporting us: they helped us canceled with the hotel and managed to get us a full refund. Very friendly, proffessional and really good at keeping us updated at all times. Moving onwards Nustay will be our go to place for our travels. Thank you so much Nustay team and keep up the good work!

As soon as everyone received the stay at home notice I attempted to cancel my hotel booking in Chicago for April. They emailed back stating to contact them 7 days prior to arrival date due to the increase of requests. I contacted them and they said they were not able to refund. It is now April 29th. After posting this review I received an email on Friday, April 24th offering me a credit of the amount I paid, which is good for 18 months. I appreciate the credit, which is really all I really wanted in the first place. Would I have received the credit if I didn't post this review...... ??

the company has been closed so I can't be refunded from my booking being cancelled because of covid

My review is In relation to a particular customer service agent Alex Fitch. He was extremely polite and went above and beyond to help get me the best result possible due to the unforeseen circumstances of the virus. Alex was really kind and tried his absolute best to get me the result I was after, and he is probably under so much pressure at the moment. Thanks so much Alex!

I can't praise Ingrid Kolen Senior Customer Service Specialist enough. She was so helpful, caring and understanding during the COVID-19 epidemic. Ingrid kept in regular contact with me keeping me up to date constantly. She resolved the problem and deserves to be recognised for her professionalism, Thank you Ingrid Mrs June Mullins

Vi havde bestilt hotel i Amsterdam i påsken 2020. Vi hører intet fra Nustay og kontakter derfor hotellet dagen før, vi skulle være ankommet. Hotellet oplyser, at hotellet er lukket, og at de har givet besked om det til Nustay ugen inden. Vi forsøger at skrive en mail til Nustay via deres hjemmeside, men det virker ikke. Vi forsøger så to gange at sende mail til den mailadresse, som de skriver her på siden, at man skal skrive til. Men vi får begge gange at vide, at modtagerens mailbox er fuld, og at vi skal prøve igen senere. Når man forsøger at ringe til Nustay, får man den automatiske besked, at de ikke tager telefonerne, men at man skal sende en mail via deres hjemmeside (hvilket jo ikke virker). På Nustays hjemmeside står intet som helst om, hvordan man skal forholde sig som kunde under corona-krisen, i modsætning til f.eks. Hotel.com og Booking.com. Jeg har forståelse for, at betingelserne for at drive virksomhed under corona-krisen er vanskelige, men Nustays "kollaps" viser, at intentionen om at bide skeer med de store på markedet, er meget langt fra at lykkes. SKUFFENDE!

I've booked a hotel room with Nustay; but the city where the hotel is, is on lockdown, so I can't utilize my booking. Despite the advance notice to Nustay, and explaining to them the circumstance, they won't refund my payment. You hear nothing from them but pushbacks and no's. I'll never book with Nustay again!

Had an issue. Took a while to solve but apparently I am being refunded. So there.

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