Each time I emailed I received an almost immediate response, I felt listened to and my needs were accommodated.

I had to cancel my non-refundable hotel accommodation due to medical reasons. When I contacted Nustay, they have contacted the hotel and organise a refund. Nustay kept me up to date with the progress until the outcome.

What can I say? Avoid even getting in touch with them! Their Customer support is awful, their policy concerning cancellations due to Covid-19 is more than unfriendly. I will tell everybody about it on different platforms. I encourage those who also lost their money to do so. I hope they will get what they deserve in the long run.

Unfortunately our trip got cancelled due to Coronavirus and Jordan shutting it's borders. Our refund was issued immediately afyer emailing them and it was all sorted so quickly. When all this is over, we will definitely be re-booking via Nustay.

Me uno a las quejas!!!! Una vergüenza. Me han estado mareando para decirme que lo arregle yo con mi seguro. Yo les pedía un cambio de fecha y nada. Nunca volveré a utilizar Nustay... Unos estafadores. Yo tengo muy claro que les denunciaré en la oficina del consumo.

I made a reservation with the Nustay Hotel in Amsterdam, right in the period of the COVID-19 outbreak, and got in touch to negotiate the refund, they were irreducible. Bad experience. After a few days, the Nustay team contacted me, offering me a voucher in the exact amount spent, and valid for 18 months. I found the negotiation fair and reasonable.

Awful customer service especially as all other travel companies are being flexible at this time. Refused to cancel and refund for a hotel despite the hotel confirming I was eligible for a full refund. Avoid booking through them and book direct with the hotel.

Amazing speedy considerate service! I needed to cancel my flight, emailed them and it was all sorted that morning.

Lamentable la repuesta por parte de nustay, me pongo en contacto con el hotel y no tienen ningún problema en cambiarme las fechas pero que tiene que ser a través de nustay. La repuesta de dicha plataforma es que no pueden hacer nada. Sabiendo la situación que estamos viviendo, invito a todo aquel que esté en la misma situación denuncia ante consumo este situación de vergüenza por parte de nustay.

Refusing to refund accomodation when A) my flights to Spain cancelled - B) Barcelona and its City is completely quarantied. Shocking care of its customers.