There is no one to speak to in person. We cancelled our hotel room due to Covid and they refuse to provide a refund. I would not go through this company!

We live in the UK and we hadn’t heard of Nustay before but we found a great deal on their website and decided to book our accommodation for a trip to Japan with them. Unfortunately, because of Covid-19 we didn’t manage to proceed with our much anticipated trip and the team has been amazing at supporting us: they helped us canceled with the hotel and managed to get us a full refund. Very friendly, proffessional and really good at keeping us updated at all times. Moving onwards Nustay will be our go to place for our travels. Thank you so much Nustay team and keep up the good work!

As soon as everyone received the stay at home notice I attempted to cancel my hotel booking in Chicago for April. They emailed back stating to contact them 7 days prior to arrival date due to the increase of requests. I contacted them and they said they were not able to refund. It is now April 29th. After posting this review I received an email on Friday, April 24th offering me a credit of the amount I paid, which is good for 18 months. I appreciate the credit, which is really all I really wanted in the first place. Would I have received the credit if I didn't post this review...... ??

the company has been closed so I can't be refunded from my booking being cancelled because of covid

My review is In relation to a particular customer service agent Alex Fitch. He was extremely polite and went above and beyond to help get me the best result possible due to the unforeseen circumstances of the virus. Alex was really kind and tried his absolute best to get me the result I was after, and he is probably under so much pressure at the moment. Thanks so much Alex!

I can't praise Ingrid Kolen Senior Customer Service Specialist enough. She was so helpful, caring and understanding during the COVID-19 epidemic. Ingrid kept in regular contact with me keeping me up to date constantly. She resolved the problem and deserves to be recognised for her professionalism, Thank you Ingrid Mrs June Mullins

Vi havde bestilt hotel i Amsterdam i påsken 2020. Vi hører intet fra Nustay og kontakter derfor hotellet dagen før, vi skulle være ankommet. Hotellet oplyser, at hotellet er lukket, og at de har givet besked om det til Nustay ugen inden. Vi forsøger at skrive en mail til Nustay via deres hjemmeside, men det virker ikke. Vi forsøger så to gange at sende mail til den mailadresse, som de skriver her på siden, at man skal skrive til. Men vi får begge gange at vide, at modtagerens mailbox er fuld, og at vi skal prøve igen senere. Når man forsøger at ringe til Nustay, får man den automatiske besked, at de ikke tager telefonerne, men at man skal sende en mail via deres hjemmeside (hvilket jo ikke virker). På Nustays hjemmeside står intet som helst om, hvordan man skal forholde sig som kunde under corona-krisen, i modsætning til f.eks. Hotel.com og Booking.com. Jeg har forståelse for, at betingelserne for at drive virksomhed under corona-krisen er vanskelige, men Nustays "kollaps" viser, at intentionen om at bide skeer med de store på markedet, er meget langt fra at lykkes. SKUFFENDE!

I've booked a hotel room with Nustay; but the city where the hotel is, is on lockdown, so I can't utilize my booking. Despite the advance notice to Nustay, and explaining to them the circumstance, they won't refund my payment. You hear nothing from them but pushbacks and no's. I'll never book with Nustay again!

Had an issue. Took a while to solve but apparently I am being refunded. So there.

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