Review patterns show repeated complaints about delayed or missing refunds (several reviewers reference a promised 90-business-day refund window that was not met). Many customers report poor communication—emails unanswered or limited contact channels—and several describe arriving to cancelled bookings or hotels closed without prior notice. A smaller number of reviews describe positive, timely responses and successful refunds or booking corrections. If you plan to use Nustay, consider paying with a card that offers dispute protection, keep written records of communications, and confirm contact options before travel.
Examples from available reviews (Mar 2021 – Feb 2026).
Customer cancelled due to COVID and still awaits promised refund past deadline.
“I am still waiting for a refund now.”
Company cancelled reservation without notifying customer, no correspondence.
“Nustay had cancelled my reservation.”
Company handled the refund well and provided prompt updates.
“I was very happy with the fast replys keeping me updated.”
Price changed during booking from £100 to £186 without notice.
“price changed to 186£”
Multiple reviewers report poor customer service: rude or unhelpful responses and failure to assist after cancellations; a minority describe satisfactory help.
Many reviews describe delayed or missing refunds, vouchers instead of cash refunds, and unexpected charges; a small number report successful refunds.
Users report problems with booking flow and checkout (price changes, login questions) while a few had bookings corrected or refunds handled well.
Several reviewers found reservations cancelled on arrival or hotels closed without notice, creating disrupted stays and additional travel expenses.
Frequent complaints about lack of replies and limited contact options; a minority of reviews describe timely updates and helpful responses during refund processes.
Most reviewers describe negative overall experiences focused on refunds, cancellations, and support failures, though a few report positive resolution experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Reviewer accuses the owner of scamming customers by not issuing refunds.
“ran off with all our money - total scam artist.”
Hotel closed; company issued a voucher and refused refund or responses.
“Robbed my money.”
Company handled the refund well and provided prompt updates.
“I was very happy with the fast replys keeping me updated.”
Company cancelled reservation without notifying customer, no correspondence.
“Nustay had cancelled my reservation.”
Reviewer says the company provides services and is accommodative.
“They have and services .and accommodative”
Customer cancelled due to COVID and still awaits promised refund past deadline.
“I am still waiting for a refund now.”
Company promised refund in 90 days, but customer never received it.
“they said that I would be refunded in 90 days”
Company were unhelpful and tried to retain the customer's holiday money.
“Tried to keep my holiday money”
Refund was promised within 90 business days but never processed.
“90 business days is the general term of refund process”
Customer was charged full and refused a refund, receiving a voucher instead.
“they said i didnt show up at the hotel so they charge me 100%.”
Price changed during booking from £100 to £186 without notice.
“price changed to 186£”
Customer received no promised refund and seeks group legal action after bankruptcy.
“Was promised refund within 90 days and received nothing.”
Reviewer reports the company filed for bankruptcy recently.
“They filed for bankruptcy couple of weeks ago”
Customer repeatedly chased a refund promised within 90 days but received nothing.
“90 days have been and gone and now no response”
Customer waited 90 business days for refund and still has no response.
“Waited the ‘90 business days’ and still nothing.”
Customer cancelled, was promised refund in 90 days but never received it.
“it's now OCTOBER and still nothing.”
Company cancelled reservation without informing customer and did not refund.
“Arrived at the hotel in Italy to find it was cancelled.”
Customer cancelled months before stay and still has not received promised refund.
“we would be refunded within 90 business days.”
Customer paid for cancellation option but still awaits the refund after cancelling.
“I'm still waiting for a refund.”
Company resolved a double booking and helped recover the extra payment.
“A very good experience after a wrong booking”
Muchas gracias. ?Como puedo iniciar sesion?
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Nustay is an online travel booking platform that lists hotels and accommodation and offers customers the ability to reserve rooms and manage bookings online. Consumers searching for reviews on Nustay typically look for information about refunds, cancellations, customer support responsiveness, and booking reliability.