Georgia D.

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!