My wife booked 3 nights at a satisfactory, convenient hotel we have stayed at before. Tried to check by phone that breakfast was included in the price. (She had had 3 'Rewards' emails promoting 'Year of the Free Breakfast') Could not understand the person she spoke to and went on to make the booking online. Later found that she had been transferred, without her knowledge, to the HotelsOne booking platform. At no time did she see her monitor screen show anything apart from Best Western.(Several similar complaints from travellers in the USA) So the Free Breakfast is NOT included. The hotel can do nothing about it. Sharp practice? We feel we've been conned.
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