I will definitely use Nustay for my future bookings.They are so helpful and the price is reasonable.
I will definitely use Nutsay
About Nustay
Data updated- Website
- nustay.com
- Category
- Travel & Vacation
- Location
- United States · Copenhagen
- Status
- Unclaimed
- Replies to negative
- 31% (12/39)
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Is Nustay legit?
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
Very helpful and understanding
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!
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!!!!!
Reply from Nustay2020-05-15
Hi Duncan, We are glad that we had managed to satisfy your request. Best regards, Nustay
AVOID AT ALL COSTS
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.
Avoid.
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.
DO NOT USE
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!!
Reply from Nustay2020-05-15
Hi Sophie, Please be advised that every situation is evaluated individually as we have to adhere to the applicable conditions and our supplier's policy. We completely understand your anticipation of obtaining the refund to your account. Please rest assured your refund request is queuing to be processed and will be done as soon as possible. Thank you for your understanding. Kind regards, Nustay
Definitely writing their own reviews…
Definitely writing their own reviews now, awful company, awful refund policy, DO NOT USE.
Reply from Nustay2020-05-13
Hi Colin, We are glad that we could be of assistance and satisfied your request. Kind regards, Nustay
Outstanding customer service
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.
Reply from Nustay2020-06-10
Dear Nurcan, Thank you for the wonderful review and for taking the time to share your feedback with Nustay. Our priority is customer service and we are thrilled that we met that mark. Kind customers like you make our job a pleasure. Warm regards, Nustay team
Thank you!
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!
Reply from Nustay2020-07-10
Hi Jouelle, Thank you for your amazing words. It is gratifying to receive your comments. The entire Nustay team is thrilled. We would be delighted in assisting you in the future. Sincerely, Nustay team
Hotel booking in Glasgow
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.
Reply from Nustay2020-07-10
Hi, Thank you so much for reviewing our services. Nustay team is giving their best commitment to ensure a pleasant and satisfying experience with us. We appreciate having you as our customer. We are here for you anytime. Kind regards, Nustay team
Couldn't be happier with the service…
Couldn't be happier with the service provided, first class
Excellent service
Excellent service, definitely using the portal to book in coming days
Competitive prices and excellent customer service!
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!
Reply from Nustay2020-07-10
Hi Priyajeet, Thank you for your fabulous 5-star review. We will be sure to let our team know they are meeting the standards that we work so diligently to uphold. It's great to hear how pleased you are with Nustay. Kind regards, Nustay team
A lovely team!
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.
Reply from Nustay2020-07-10
Hi Shirley, Thank you for taking the time to share such wonderful feedback. We will make sure to share it with the team and let them know to keep up the amazing work. Hope to see you back at Nustay. Best regards, Nustay team
Awesome service from Nustay
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!
Reply from Nustay2020-07-10
Hi Chris, We are thrilled to hear how pleased you are with our service and we will more than happy to assist you with the next trip. Sincere regards, Nustay team
Thank you very much for your fast
Thank you very much for your fast, uncomplicated and kind help.
Great, speedy customer service
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 :-)
DO NOT BOOK THROUGH THIS COMPANY!!
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.
Rats. Do not use these lot
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.
Excellent prompt service
Excellent prompt service , with an excellent out come regarding my booking and refund due to the Covid 19 pandemic , Thankyou so much . Stay safe
Reply from Nustay2020-07-10
Hi Karen, On behalf of all of us at Nustay we would like to thank you for sharing your amazing comments. Our team is dedicated to put 100% in their work to ensure the best experience using our platform. Thank you for your kind words and we look forward to seeing you again. Warm wishes, Nustay team