Reviews Analyzed
27
We Collect & Analyze Reviews
Nustay
Experiences & 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.
Overview & Key Metrics
Positive Sentiment
15%
Latest Review
22d
Overall Rating
1.5
Our Analysis
🎯
Service quality
Multiple reviewers report poor customer service: rude or unhelpful responses and failure to assist after cancellations; a minority describe satisfactory help.
Share of mentions
Weak
16%
💰
Value for money
Many reviews describe delayed or missing refunds, vouchers instead of cash refunds, and unexpected charges; a small number report successful refunds.
Share of mentions
Weak
24%
⚡
User experience
Users report problems with booking flow and checkout (price changes, login questions) while a few had bookings corrected or refunds handled well.
Share of mentions
Mixed
7%
🔧
Product quality
Several reviewers found reservations cancelled on arrival or hotels closed without notice, creating disrupted stays and additional travel expenses.
Share of mentions
Weak
4%
📞
Communication
Frequent complaints about lack of replies and limited contact options; a minority of reviews describe timely updates and helpful responses during refund processes.
Share of mentions
Weak
20%
⭐
Overall experience
Most reviewers describe negative overall experiences focused on refunds, cancellations, and support failures, though a few report positive resolution experiences.
Share of mentions
Weak
29%
Our Independent Methodology
How we analyze customer reviews without bias
Data Collection
We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 27 verified reviews (March 2021 – October 2025).
DO NOT BOOK WITH NUSTAY!!!
"DO NOT BOOK WITH NUSTAY!!!! I booked accommodation in May which I had to cancel due to covid and lockdown restrictions. I am still waiting for a refun..."
Lianne Burgess
Trustpilot
Oct 01, 2025
Featured for: Refund complaint, no responses
Nustay cancelled hotel without telling us
"Just arrived at hotel after flying to Edinburgh to find Nustay ha..."
Christine Stupple
Trustpilot
Oct 01, 2025
Featured for: Reservation cancelled on arrival
Through these tough times i thought you…
"Through these tough times i thought you gugs handle my refund really well. Yes it did take a..."
David Keely
Trustpilot
Oct 01, 2025
Featured for: Positive refund handling example
Avoid at all cost!!!
"Avoid at all cost! Found offer on their website for the hotel in the city I was staying. They displayed price of 100£ for 2 nights throughout booking..."
Lucas G
Trustpilot
Oct 01, 2025
Featured for: Pricing changed during checkout
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 27 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (7) · Quotes shortened · As of: October 2025
A
Audrey Moloney
trustpilot.com
Oct 01, 2025
Mathias Lundoe Nielsen the owner of…
Mathias Lundoe Nielsen the owner of Nustay needs to refund the hundreds of people he scammed out of their hard earned money. Every...
B
Brian Staunton
trustpilot.com
Oct 01, 2025
Total scammers.Robbed my money
Total scammers.Robbed my money. The hotel I booked closed and the would not refund my money. The gave me a credit voucher to use...
D
David Keely
trustpilot.com
Oct 01, 2025
Through these tough times i thought you…
Through these tough times i thought you gugs handle my refund really well. Yes it did take a...
C
Christine Stupple
trustpilot.com
Oct 01, 2025
Nustay cancelled hotel without telling us
Just arrived at hotel after flying to Edinburgh to find Nustay ha...
K
Kenny Thomas
trustpilot.com
Oct 01, 2025
They have and services .and…
They have and servic...
L
Lianne Burgess
trustpilot.com
Oct 01, 2025
DO NOT BOOK WITH NUSTAY!!!
DO NOT BOOK WITH NUSTAY!!!! I booked accommodation in May which I had to cancel due to covid and lockdown restrictions. I am still waiting for a refun...
E
Evangelist Johnny Wallace
trustpilot.com
Oct 01, 2025
I booked a hotel in Manila
I booked a hotel in Manila, Philippines for December 15th 2020, due to Covid-19 Restrictions, my flight was cancelled. I informed Nustay, and they sai...
M
Mark
trustpilot.com
Oct 01, 2025
Unhelpful, rude and tried to keep my money despite hotel cancellation confirmed
Tried to keep my holiday money and were no help at...
K
Kolper Konrad
trustpilot.com
Oct 01, 2025
Eine einzige Enttäuschung!
Bestätigung der Stornierung am Fri, Jun 19, 2020 at 17:26:30 CEST: Dear ......................... Thank you for contacting Nustay. We are glad to info...
R
Rian
trustpilot.com
Oct 01, 2025
AVOID AT ALL COST
A company which only cares about Money and no human being. I cannot go to USA because of the Travel Ban and they said i didnt show up at the hotel so...
L
Lucas G
trustpilot.com
Oct 01, 2025
Avoid at all cost!!!
Avoid at all cost! Found offer on their website for the hotel in the city I was staying. They displayed price of 100£ for 2 nights throughout booking...
P
Petra Ernst-Gutierrez
trustpilot.com
Oct 01, 2025
Looking to set up group action to get money back as part of bankruptcy filing
Cancelled trip due to Corona, within the free cancellation period. Was promised refund within 90 days and received nothing. Now the company has...
T
Teemu Vain
trustpilot.com
Oct 01, 2025
This company is in bankrupt.
This company is in bankrupt. They filed for bankrup...
S
Shona Crombie-Hicks
trustpilot.com
Oct 01, 2025
Terrible, still waiting for a refund 6 months after booking....
Booked a 2 night stay at a hotel in Manchester for the Manchester Marathon, lockdown came everything cancelled. I have emailed Nustay constantly chasi...
h
holl xx
trustpilot.com
Oct 01, 2025
Do NOT use nustay under any circumstance
Booked a Hotel for June and still waiting for a refund, and I’m now even more annoyed to find people on this page with a similar experience. Waited th...
S
Syd Charrise Almendralo
trustpilot.com
Oct 01, 2025
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 st...
S
Sarah
trustpilot.com
Oct 01, 2025
Cancelled hotel without notifying
Arrived at the hotel in Italy to find it was cancelled. The company had cancelled and...
D
David
trustpilot.com
Oct 01, 2025
Stole my money
Cancelled my reservation on 16th May, 4 months before our scheduled stay. We were informed that we would be refunded within 90...
D
Donna Leary
trustpilot.com
Oct 01, 2025
Booked a hotel 1st March in London…
Booked a hotel in London on the 1st March for a stay in July..Due to covid paid a little extra to have the cancellation option. Had to cancel on...
R
Ruud
trustpilot.com
Oct 01, 2025
A very good experience after a wrong booking by myself
A very good experience after a wrong booking. The did a very good job of getting my double booking getting in...
Conclusion
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.