Very bad service

We had booked online for two rooms with a sleeper couch at City Lodge Morningside (JHB) on the 31st March 2015 for the 04th April 2015. When we booked these rooms we also phoned the branch to confirm that sleeper couches were available which was agreed. Also on the 04th April 2015 we also phoned and got confirmation of this. Upon our arrival we were told that there were no sleeper couches available. The person in charge(Senzo) informed us that sleeper couches were not available for the past 3 days. We also suggested an extra bed in the rooms but the manager refused this as per Senzo. Senzo refused to give managers full name and surname. He also phoned the manager as per our request but did not want to help out as we informed that maybe they could compensate us with another room. We have 4 kids plus the nanny for the kids and we could let them sleep on the floor but the manager refused to listen to our request. We had been travelling for the past 8 hours and the kids were really tired. Eventually we had to book another room at our cost. We are really disappointing in this service and dont think we will be coming here again and also wont be recommending anyone to this lodge.