My review is In relation to a customer service agent Alex Fitch 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!

We live in the UK and we hadn’t heard… 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!

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.

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.

Booked a hotel in February Booked a hotel in February, cancelled and asked for a refund in May. We were told we would get our money back within 90 days-- it's now OCTOBER and still nothing. I know they were able to get a refund from the hotel as I've called the hotel and was informed that they have refunded NUSTAY. There is no phone number to call and I have been communicating with them via EMAIL. If you have a choice, please use more reputable online travel companies. This company obviously does not care for their customers.