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.

Door COVID-19 is ons verblijf in ons hotel (geboekt via Nustay) verplicht gesloten en onze reis geannuleerd. Wij hebben geen refund gekregen van Nustay, doch hebben zij ons een zeer mooie tegemoeting gedaan. Hier kunnen we perfect mee leven. Eerst absoluut niet tevreden, maar nu superlovend over hun manier van aanpak. Aan Helen van Nustay: you did a great job!

Definitely writing their own reviews now, awful company, awful refund policy, DO NOT USE.

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.

gestion du service clients parfaite à cause du covid, mon séjour de ce soir à Paris est annulé ils ont été à mon écoute et ont respecté les recommandations de notre gouvernement j'ai réussi à obtenir un avoir valable 18 mois sur leur site cela me permettra de programmer un autre séjour après tous ces soucis et je garderai un bon souvenir de leur enseigne ! je vous recommande ce site de réservation

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!

Aggiornamento ad oggi 26 aprile 2020 Avevo già messo il mio cuore in pace, quando il 20 aprile mi ha scritto la signora Helen Grey di Nustay: hanno letto la mia recensione su Trustpilot e sono aperti ad una mediazione, proponendomi l’emissione di un voucher dello stesso importo da me pagato per la prenotazione non utilizzata, valevole entro 18 mesi per un qualsiasi Hotel proposto da Nustay. Ho risposto alla gentile signora Grey che questa loro proposta non è altro che una delle due soluzioni che avevo avanzato io nella mia mail dell’11 marzo e quindi ho accettato. La stessa signora Grey, con mail del 23 aprile, mi ha comunicato gli estremi del bonus promesso. Commento finale: sono contento non tanto per il rimborso ottenuto che non mi fa ricco, ma per essere riuscito a raggiungere un successo per una causa che ritengo giusta. Per cui sono felice di ricredermi sul giudizio che avevo inizialmente esposto su Nustay tramite Trustpilot. Per inciso, penso che senza le mie recensioni del 16 e 21 marzo su Trustpilot (che ringrazio per avermi dato questa possibilità) non avrei ottenuto alcunchè. Roberto Sincich Milano, 26 aprile 2020

J'avais réservé un séjour dans un hôtel via Nustay, à un meilleur tarif qu'ailleurs. Aucun souci à la réservation, dès le.jiur même l'hôtel avait ma réservation enregistrée ( vérifié car j'étais sur place déjà dans cet hôtel) Suite aux événements covid, mon hôtel étant fermé, j'ai demandé des renseignements. Il s'agissait d'une réservation non remboursable. Dans les 2 jours j'avais une réponse et mon coupon d'avoir. Donc gestion parfaite de A à Z Je repasserai sans problème par ce site. Et merci à l'équipe de gestion qui assure.

Couldn't be happier with the service provided, first class

Excellent service, definitely using the portal to book in coming days