We booked what was advertised as a massive 500 sqm private holiday apartment for a New Year's celebration with 13 people. Being cautious, I explicitly asked their support before booking if this was a private unit. Their agent confirmed in writing: "We do not rent out rooms at all - only whole place." We trusted this promise, but it turned out to be a lie.Upon arrival on New Year's Eve, we discovered the "private apartment" simply did not exist. It was a standard hotel offering us separate rooms in a public hallway, with no private kitchen or sauna as promised in the listing. When we tried to get help, we found that Novasol's chat support had closed at 16:30, leaving three families with children stranded in the street with nowhere to celebrate.Since the service we paid for was not provided, we refused to check in. The aftermath has been even worse than the ruined holiday. After weeks of emails, their agent finally admitted that the listing was a "catalogue error." However, instead of a full refund, they returned only 10% of the cost and are keeping the rest! They claim they "remedied the problem during our stay," completely ignoring the fact that we never stayed there because of their fraud.Novasol takes money for premium listings, provides cheap substitutes, admits their mistake, and then refuses to return your money. We have now filed a formal legal case with the Swedish Consumer Disputes Board (ARN). Do not trust this company's descriptions or their support.UPDATE 18/01/2026: After posting this review, Novasol contacted me proactively. They explicitly stated that because of this Trustpilot review, they re-evaluated my case.I have now received a full refund for the booking. I appreciate that they finally took responsibility, but it is disappointing that it required a public review and media involvement to get the support that should be standard.I am raising the rating to a 2-star only because the holiday was ruined, and the resolution process was unnecessarily difficult.
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