Nustay (nustay.com) has a 3.4 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Travel & Vacation and its reputation is mixed. Opinions are polarized: 59% rate it 4 stars or higher while 39% give 1 star; The business has replied to 31% of negative reviews. Last updated 2026-08-10.
Booked a hotel before coronavirus in February 2020. Nustay then cancelled this without my consent or knowledge on 8 April 2020. I attempted to cancel myself in September 2020 for a full refund but they refused to cancel!! They just wanted to keep my money and pretend that they had not already cancelled the booking. BE VERY CAREFUL OF THIS COMPANY - they operate under the vendor known as 'webjet'. SCAM STAY AWAY!!
I wrote a review back in April praising Nustay for the ease in which I was able to request a refund for a stay I had booked in London. I was so delighted that somebody actually responded to me and told me I'd have my refund in 2 weeks that I thought I should write a good review. I WAS WRONG!!! 5 whole months (!!!!) later and I STILL have no refund!! I have been fobbed off repeatedly and now I just don't know what to do. Admitting defeat I decided I would take Nustay up on their original offer of taking a voucher instead as there is a hotel I am visiting next week that I can use the voucher on. But alas, they are now nowhere to be seen! Nobody will answer my emails, nobody will answer my calls. So, it seems like despite trying to look like a decent company at the start of the pandemic, they have actually stolen over £400 from me and I have no idea if I will ever get it back.
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.
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!
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
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.
I bought a hotel vouchers in Zanzibar via Nustay in Feb 2020. This was before COVID-19 Pandemic. After that in June our flights was cancelled, we contacted and asked Nustay for help. They responded very quickly and gave us suggestion what we should do. Finally they helped us for a cancellation and get 100% refund back, despite the fact that our booking was a 100% prepayment and non- refundable. Nustay is truly trustful, I will surely book our hotel via Nustay in future!! Love you guys and your services!!
After getting a voucher for a non refundable tarif I was already pleased. Personal contact via email and a prompt and fast sService for a last minute booking impressed me. This is how you treat a dn Keep customers in hard times! Thank you.
Pleasantly surprised to get a voucher to cover the cost of a hotel I booked for June 2020. Good service and prompt action when I wanted to book a new hotel. Thank you.
The team at Nustay were very helpful when dealing with our canceled reservations on our trip to Hokkaido, Japan. Each email was filled with courteous and concerned words, with attention to detail and knowledge of our situation. They handled our cancelation quickly and even got us a credit for a future booking for a non-refundable reservation at a hotel in Narita. Their email replies were prompt and I heard back from them within one day and even the same day. I will definitely use Nustay for booking on our future trips. Thanks Nustay, you're the best! Sincerely, Kandice Crusat
Another Positive experience from a firm I have used before. Alex in customer care kept me informed throughout booking process and was patient and courteous. Will use again
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