I had booked 6 rooms for a group. I was very very sure I had booked breakfast, but upon arrival told breakfast not included. The reception staff were not helpful and just said you must pay for it.
Clearly something had gone wrong and its when things go wrong, thats when customer service needs to shine to put things right, but in this case, no service.
Breakfast was very limited. they had toasting bread but no toaster. Sausages but no mustard. juices were just watered down.