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.
What people say
N
Nigel · 9 reviews ·
★★★★★
Cancelled Break
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
Reply from Nustay2020-07-06
Hello Nigel,
There seems to be a misunderstanding as Nustay is not canceling reservations unless this is requested. Please feel free to contact us on [email protected] and one of our specialists will be assisting you with your concern.
Kind regards,
Nustay
J
Jon Beasley · 3 reviews · Verified ·
★★★★★
Alex Fitch - A Stellar Example of Quality Customer Service
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
B
Banana · 4 reviews ·
★★★★★
Total scam!
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!
Reply from Nustay2020-07-03
Hi Banana,
That's right, bookings are not created with hotels directly but through our partners as this allows us to offer a larger variety of hotels, all over the world - a very common practice for online travel agencies and in the hospitality industry.
As for booking cancellations, we do not cancel them on our own unless this is requested by the customer. We would like to look into your case in detail, and for that reason we kindly ask you to provide us the booking ID.
Best regards,
Nustay
P
Patrick · 1 review · Verified ·
★★★★★
Credit for my Covid Cancelled Holiday - Happy!
So stoked to get a credit for my stay in Hobart that was cancelled due to COVID, thank you so much!
D
Debbie · 3 reviews · Verified ·
★★★★★
No questions no pushing alternatives
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.
E
Ea Anja Hermansen · 12 reviews · Verified ·
★★★★★
Amazing service
They helped us, when their partner would not and we got a credit voucher from them. Amazing service:-)
Kim from Denmark
G
Georgina Hewitt · 2 reviews ·
★★★★★
AVOID! Will lie to steal your money
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.
Reply from Nustay2020-06-11
Dear Georgina,
As you were advised earlier, the booking was created with the intermediate company (supplier). Due to Covid-19 outbreak, we are experiencing delays in replies from our partners, however, our Customer Service Team is working on your case and the case is ongoing.
We will update you with the results as soon as possible. Thank you for your understanding.
Best regards,
Nustay team
G
Georgia · 5 reviews ·
★★★★★
No refund still and its been 2 months since I requested this!!!
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!
Reply from Nustay2020-06-09
Hi Georgia,
We are glad that we managed to explain and resolve all your concerns.
All the best,
Nustay
A
Arthur Morgan · 1 review · Verified ·
★★★★★
Amazing Service!
Amazing, honest company. Main hotel would not refund me even with COVID-19 situation but Nustay had my back!
Reply from Nustay2020-06-10
Hi Arthur,
We take pride in knowing our customers are happy with their experience at Nustay.
Our team would be pleased to assist you again.
Best regards,
Nustay team
K
Katerina · 1 review · Verified ·
★★★★★
Nustay is the best!!!
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.
Reply from Nustay2020-06-10
Dear Katerina,
We are so grateful for your kind words.
Thank you for sharing your experience with us. We count ourselves lucky for having customers like you.
Warm regards,
Nustay team
s
sirvike · 6 reviews · Verified ·
★★★★★
Excellent suppport from The Nustay Team
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.
V
Veronica · 3 reviews · Verified ·
★★★★★
I booked a stay in NYC for COVID…
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.
L
Lidija Tomicic · 1 review · Verified ·
★★★★★
I recently contacted your customer team…
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
Reply from Nustay2020-06-10
Hi Lidija,
Thank you for leaving such a wonderful review.
We are thrilled that you loved your experience with Nustay.
We put customer experience and satisfaction as our top priority, and your review demonstrates the hard work we put in every day. So thank you for your kind words and we look forward to assisting you again for your future stays.
Warm regards,
Nustay team
N
Naomi W · 5 reviews ·
★★★★★
Withholding refund
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.
Reply from Nustay2020-05-23
Dear Naomi ,
We sincerely apologize for any inconvenience caused to you on this occasion.
Our team is already looking into your case and we will get back to you shortly.
Best regards,
Nustay
s
samantha chaffey · 15 reviews ·
★★★★★
Thank you Tatiana dealing with my problem efficiently!!
Thank you Tatiana for replying so promptly and the offer of a full refund.
P
Paula Marie · 5 reviews · Verified ·
★★★★★
FABULOUS AND EFFICIENT Our booking was postponed due to…
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.
Reply from Nustay2020-06-10
Hi Paula Marie,
Thank you for sharing your experience with us, we really appreciate it.
We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you.
It's a real boost for us when we get a good review and feel our efforts are appreciated.
Looking forward to assisting you again for your future bookings.
Kind regards,
Nustay team
M
Mr Stuart Heather · 7 reviews · Verified ·
★★★★★
Through these tough times i thought you…
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.
M
Marieke Sanders · 7 reviews · Verified ·
★★★★★
Very good price and we enjoyed Hotel…
Very good price and we enjoyed Hotel Milano in Rotterdam a lot!! Nice room, yammie breakfastbuffet and very friendly people. Thx!
D
Daniel Blake · 5 reviews ·
★★★★★
Refused refund for failed service! (...until reviewing)
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.
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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.
Reply from Nustay2020-06-01
Hello Daniel,
Thank you for your feedback.
We are glad that we could meet your expectations. Please be advised that every situation is evaluated individually as we have to adhere to the applicable conditions and our supplier's policy. Thus, the outcome was a direct result of those.
Kind regards,
Nustay
E
Elena · 1 review ·
★★★★★
I wrote to NUSTAY for a cancellation in…
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).
Reply from Nustay2020-05-15
Hi Elena,
We are here for you and glad to help with your booking. As your reservation is for June, we kindly ask you to contact us back 7 days before the scheduled date of your check-in and our team will be assisting you at their best capabilities. The suggestion is based on the fact that the policy for the upcoming months can change.
Kind regards,
Nustay
