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!!