I booked a family room for two nights at Novatel for my daughter and two teenagers, one male one female. I live close so popped in to check that the room was suitable. I was assured that it was. However when they checked in it was found that there was one double bed and one single ‘couch’. They were told that the couch could be split up. The room was actually tiny so there was no room to split the couch, therefore unsuitable. My daughter had to book and pay for another room for the older female teenager, but it was at some distance to the original room. They stayed for one night and the following day, upset by how unsuitable the rooms were, checked out and did not stay for the two nights. Both rooms and two nights had been paid for but no refund was given for the totally unsuitable accommodation.