We are very sorry to see your service feedback and having investigated further are now aware that your rating stems from the the fact that there was a misunderstanding with the board basis when you had understood breakfast was included. It is very rare that issues like this arise but we believe we may understand how this has arisen.
You state that you booked via Booking.com and this matches our records where we advertise a room only rate plan with breakfast being extra. When doing your research initially, if you looked on our own website, all our rates include free breakfast. Furthermore, if you looked on the Best Western website, they currently also have a free breakfast campaign.
We appreciate that many clients look at multiple sites when on the booking journey. We believe you may have seen the breakfast included offers but then decided to book via the online agent Booking.com. Unfortunately we are unable to include "free breakfast" with this agent due to the commissions we have to pay them.
It is regrettable that this situation marred your stay when you have left a product feedback on Feefo that states everything else was wonderful. Hopefully you will decide to use us again, however we encourage you to book direct in order to get the lowest prices, the best value and a free breakfast included.
