Reviews often describe refund requests that stayed unresolved and reservations cancelled without warning. Several customers say they received vouchers instead of cash refunds. Fewer reviews mention quick replies and helpful fixes. One reviewer asked how to log in.
Examples from available reviews (Mar 2021 – Feb 2026).
Reviewer accuses the owner of scamming customers by not issuing refunds.
“ran off with all our money - total scam artist.”
Company promised refund in 90 days, but customer never received it.
“they said that I would be refunded in 90 days”
Company resolved a double booking and helped recover the extra payment.
“A very good experience after a wrong booking”
Company handled the refund well and provided prompt updates.
“I was very happy with the fast replys keeping me updated.”
Many reviews say promised refunds did not arrive after cancellations. Several customers report full charges or being pushed to take vouchers instead of refunds. A minority describe helpful staff who solved the issue.
Customers report being charged the full amount after cancellations or no-show claims. One review notes an unexplained price increase during booking. Complaints about lost money and billing come up more often than price-change notes.
One review asks how to log in, suggesting occasional basic usability questions. One reviewer mentioned a recent company bankruptcy as part of their experience. These points appear far less often than refund and cancellation issues.
Several reviewers say they arrived to find their hotel booking cancelled or the hotel closed. One report describes a successful fix after a wrong booking. Problems with reservation availability show up repeatedly in negative reviews.
Many customers say they got little or no reply after asking about refunds or information. Some reviews describe reservations being cancelled without advance notice. A few praise quick updates and clear refund messages.
Ratings show a sharp split between many low-star complaints about refunds and a smaller share of high-star praise for support. Complaints center on getting money back and receiving notice. Positive reviews highlight helpful staff and booking errors that were corrected.
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 runs an online hotel booking platform linking travelers with independent hotels and small chains. Users can search rooms in real time, filter by dates, and confirm reservations. The platform takes online payments and passes bookings to partner properties. Customer support typically works through email and in-app messaging. Each listing shows hotel details, room types, and booking terms.