Numa delivers a strong digital-first accommodation experience with excellent locations and modern amenities, though operational inconsistencies with access systems, maintenance issues, and customer service responsiveness create frustration for a vocal minority.
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No bloody hot water. No resolution, juts a shrug from the guy at the desk saying he would tell his manager. I attempted to conctact them to resolve, but nothing. Just a 20% off my next stay. Totally useless and I will not be back.
There are several major issues here: I was never properly informed in advance about the room downgrade before arrival/check-in. A downgrade is a significant change to a reservation, and this should have been communicated clearly and professionally beforehand. I had to personally push and repeatedly request compensation. The hotel never showed proper initiative to resolve the issue fairly. Instead, I had to spend unnecessary time and effort negotiating compensation for a problem entirely caused by the property itself. Even after agreeing to a 35% compensation refund, the hotel refunded only around 23% and claimed the remaining amount was deducted as “tax.” This is extremely unfair. I should not be financially penalized through tax deductions related to a higher-category room that I ultimately did not receive. If 35% compensation was agreed upon, then the full agreed amount should have been honored transparently and in full.
My stay at Numa Coolsingel was one of the most frustrating accommodation experiences I’ve had. Firstly, there was construction noise that started at 7:00am, despite being told it would begin at 9:30am. This completely disrupted my rest and set the tone for the rest of the stay. The most serious issue was access to the room. On two separate occasions, I was locked out despite having valid access and a confirmed late checkout. On the first occasion, I spent around 45 minutes on the phone (15 minutes with Sofia and 30 minutes with Jess) just to regain access. On the second occasion, I was again locked out for approximately 30 minutes. This is completely unacceptable — access to your room is the most basic expectation of any stay. Customer service was extremely poor. Both Sofia and Jess were unable to resolve the issue efficiently, and I was given incorrect information about my access. I was told my code was invalid due to not having a late checkout, which was not true, and was then issued a new code while being told it was the same one. The lack of clarity and competence was very frustrating. To make matters worse, after checking out I was accused by Rafaela of smoking inside the room — something I strongly dispute. Despite this serious allegation, no clear or sufficient evidence has been provided, yet they are attempting to charge a €150 penalty. Overall, this stay was defined by poor communication, unreliable systems, and a lack of accountability. Being locked out multiple times, receiving incorrect support, and then being wrongly accused of violating rules is not acceptable. I would strongly advise others to consider alternative accommodation options.
2/5 I booked directly through Numa’s website as a member, expecting a smooth and premium hospitality experience. Unfortunately, the stay was quite disappointing. The apartment was not ready on time, there were cleanliness issues, ants inside the apartment, and the most serious problem was the lack of hot water during the stay. We were unable to properly shower before leaving, and support was slow and ineffective in providing a real immediate solution. Another frustrating point was the late check-out membership benefit. Numa promotes late check-out for members, but when I asked about it, I was simply told it was not reserved, without clear communication or any real attempt to help, even after all the other issues we experienced. Additionally, there were major construction works around the property starting early in the morning, which significantly affected rest and had not been communicated beforehand. The apartment itself may look modern, but the operational experience, maintenance, hygiene, communication, and customer support were far below expectations.
Based on 40 verified customer reviews, numastays.com holds an average rating of 4.6 out of 5 — rated Excellent on ReviewTerminal. 90% of customers gave 4 or 5 stars.