Nustay

I tried to cancel my hotel booking today, as it is the last day free cancellation.
The hotel had not been paid and agreed to cancel with no charge as long as it was Nustay and their partners that did the cancellation.
The hotel even gave me the code.
I tried loads of e mails to Nustay and they said they were working in it. I have heard NOTHING since
Their phone numbers are not in service.
I am. very concerned as the country is on the Red List and therefore I cannot go.

Firstly, when I booked it said I booked a premium room with balcony, then when the confirmation finally came through I saw it said standard, then after asking them they said I must have booked the standard room, well I didn't as I remember vividly that premium was cheaper than standard for some reason and thought why not!

Now onto the non existent refund!

Firstly contacted them early April, after I had contacted the hotel. The hotel said that NuStay had already cancelled the booking and they had my money. I then contacted NuStay which they then said they would need to hear from the hotel manager as evidence. The hotel manager wrote to them gladly and asked them basically to stop messing around and refund me the money they had that was mine!
They then said they had to 'assess' this. Then another third party from China who also had to hear from the Hotel?

Whilst this was going on I was emailing the manager of the hotel who literally said to me 'keep going, dont give up', and I can see from social media many other people are struggling to get their money back from them.

On 27th April, I FINALLY got an email from them that they will refund me 100% and it will be in my account within 30 days. Well, more than 30 days has passed and Ive had no updates from them, no correspondence at all in fact and no refund.

I have sent them an email, as instructed from my claim advisor, to say they must update me within 4 days or I will process a claim where they will be charged back against them.

Lets see if I will actually get this refund from them without claiming!

Joke of a company, have their phone numbers on the end of their emails yet dont take calls and bad customer service!

AVOID AT ALL COSTS

Please take note of recent reviews - this company tries to dodge refunds at every opportunity. Hotel booked through Nustay - Coronavirus meant the hotel was closed. Contacted Nustay who said that no refund would be forthcoming. Contacted the hotel who replied that no one would be charged (including Nustay). Forwarded their email to Nustay with proof of cancelled flights - was told refund would be processed. A month passed - no refund - contacted Nustay again who replied that refund would be in my bank account 7-14 days. Still no refund so emailed Nustay again and was offered a voucher instead as a refund would now take at least 90 days!

This company should be avoided - every email from Nustay is from a different person, and they seem to be doing all they can to string customers along to avoid refunds. Will never use Nustay again.

Next I am going to take my time writing my experience with THESE BIG SCAMMERS. I hope that nobody has to suffer what happened to us and thanks to this comment DO NOT DECEIVE MORE PEOPLE:

1- On January 21,2020 we booked a hotel in Bordeaux with this company from April 10-13 in Bordeaux, France.

2- On March 19,2020 I write to nustay requesting the cancellation and refund of my money, since the state of alarm had been decreed and both the flight was canceled and the Bordeaux hotel itself remained closed.

Response from Nustay (Dana Pace - Customer Service Specialis):

We ask that you resubmit your request 7 days before your travel date, then we will do our best to assist you. We hope to hear from you within 7 days prior to your check-in date.

3- On April 3 (7 days before as I had been told) I get back in touch with nustay requesting the cancellation and refund of my money.

Response from Nustay (Dana Pace - Customer Service Specialis):

As the reservation was made with a non-refundable / non-modifiable policy, we regret to inform you that the chosen policy will apply and therefore a refund cannot be processed on this occasion.

4- Upon reading this we contact the hotel and ask them to refund our money since they were closed during those dates, how was I going to stay there?.

Hotel response:

Hello, after further checking we cancel the reservation free of charge. It is necessary to consult directly with your agency or you have reserved for the refund of your reservation.

We regret the occasional mismatch.

5- On April 4 I write to Nustay saying that the hotel has no problem in returning the money and that they ask us to contact them to do so.

Response from Nustay (Dana Pace - Customer Service Specialis):

Despite all our persistence in obtaining an exception for your case, our provider's final decision was to keep the original reservation policy as non-refundable and non-modifiable and that is why we are unfortunately unable to assist you with your non-refundable reservation.

7- After passing the hotel emails saying that they have no problem in the refund and seeing that their LIES have been discovered, on April 14 they offer us a check:

Response from Nustay (Dana Pace - Customer Service Specialis):

First of all, thank you for your request and patience.

After carefully checking with our supplier and due to the current situation caused by the COVID-19 that doesn't allow you to enjoy the hotel stay at this time, we would like to inform that Nustay already credited you the payment made of 244 EUR with a voucher that can be used for any other stay in any hotel on nustay

9- On June 5 Helen Gray - Customer Experience Specialist wrote to me, telling me that a solution had already been provided and that she should delete the negative comment on Trustpilot.

I answer that I will only delete the comment when I have the money in my bank account. I don't want a check from SCAMMERS, I WANT MY MONEY.

10-On June 12, Helen Gray - Customer Experience Specialist, tells me that they accept my request and that within 90 days I will have my money. They even attach the refund confirmation by email. She tells me not to worry, that 90 days is the maximum term but that I will have it much sooner.

11- On September 5, I get in touch with them telling them that I have not received the money yet and that the 90-day period is going to end soon.

Reply Nustay: no answer.

12- We are September 17 and I have not received the refund yet, nor a response to my emails.

I think the kind of company they are, incompetent, liars, taking advantage of people's situation and taking advantage of Covid-19 to earn money is demonstrated, since hotels RETURN THE MONEY TO NUSTAY, BUT THEY DO NOT RETURN IT TO YOUR CUSTOMERS, I said regrettable.

I am not going to stop until the money is entered. I'm going to cast negative comments on all the review pages, on all your social networks day after day, I DO NOT THINK TO STOP.

Regards Helen Gray and Dana Pace.

My Hotel agreed to cancel and apply no penalty to Nustay.com, they have this in writing and yet refuse to provide a refund, my trip must cancel due to the US travel ban, I have no choice there.
If they keep your money in these extreme circumstances then they are capable of anything, avoid avoid, use Hotels.com or booking.com who respect the customer more.
Ignore at your peril, this company will not survive with the lousy attitude and borderline cheating of client funds.

We received a letter from Hilton last week that all bookings may be changed or cancelled with full refund, even the non-refundable ones due to the travel restrictions caused by the Coronavirus. We asked Waldorf Astoria for a full refund, but they couldn't do anything for us and that we had to contact the Travel Agent. We made our booking through NuStay, but it seems that if you book with them, they also book through a third company/travel agent. They keep this information hidden (we still can't find out who this party is), so this is rather sneaky.

We forwarded them the email we received from Hilton (Waldorf Astoria is one of their brands) with a request to cancel with full refund. They responded that they could negotiate with this (unknown) party, but only after we give them permission to cancel the booking. Otherwise they couldn't do anything.
The result is that they canceled our booking and that there is no refund. We suggest Waldorf Astoria to undertake action and not work with these kind of Travel agents and 3rdd parties. It might also damage Waldorf's good reputation!

It doesn't seem right under these circumstances that we know there is a party who benefits twice from our booking; the first time when we made the booking and the second time when Waldorf Astoria will refund them.
We will also report this issue through the LCIA and not rest before we have our money back.