A Big Thank you to Tatiana On 19th March , I wrote one star review as first reply for change of date to Rome due to COVID-19 was rejected by Nustay saying we should claim it off our insurance. Since then Tatiana got in touch with me and has helped us get change of date to next year for all 5 of us. Nustay have absolved all extra charges. Tatiana really came through for us and we want to thank her for all the hard work she put into getting the hotel to let us change dates.

Refund from Nustay Due to Covid travel restrictions we cancelled our hotel in Portugal booked through Nustay. We had free cancellation as long as we cancelled up to 7 days before our arrival date, We cancelled with Nustay on 11th May 2020 - After a few emails back and forth we received a full refund credited back to our account. My main contact at Nustay was Helen Grey and she did an absolutely fantastic job of making sure any issues were resolved. Her honesty and professionalism is a credit to her and the company she represents. Top marks all round.

Such a scam and fraudulent company Such a scam and fraudulent company. Our flights were canceled for two times due to COVID 19. We tried to contact NUSTAY many times for refund. After several discussions, they told us they would refund if the hotel accepted. We contacted the hotel and we got the cancellation confirmation email and we forwarded it to NUSTAY. They said they needed to contact the third party (we do not know who they are referring to) in order to process our refund. We have not received our refund yet. We tried to email them but they haven’t responded back. It is very frustrating. We have been hit not only by Covid 19 but also by this fraudulent company who is taking advantage of this situation.

I booked a stay in NYC for COVID… I booked a stay in NYC for COVID response. My contract with the company was cancelled by day 2 so I needed a refund for the hotel stay that was paid for prior to my contract cancellation. Nustay worked diligently to process my refund back to my credit card. It took about 3 to 4 weeks to process due to the limitations that have arise from COVID. They kept me informed with every move, responded to my emails within hours, sometimes minutes. I could not have asked for a better team throughout this process given the circumstances.

Waiting a refund after 6 months In January I booked a hotel in Milan for April 2020 with advance payment. The hotel was closed until May 2020 due to ministerial provisions, therefore it was impossible to use the paid service. Untl now I send 20 e-mails to which they respond evasively, but then finally they recognize me a refund that I'm still waiting!! 6 months passed and I'm still waiting the refund... I have sent notice to my lawyer in which I request a refund of the amount paid.