I have stayed at this hotel several times in the past, and each time breakfast was included.
I stayed one night at the hotel, and breakfast was included. Because there was only a single king bed, I wanted to switch to a queen room at the same price. The rate seemed to say it included a complimentary breakfast (see attached screenshot), but the customer "service" agent, Melissa, said it was not included. I started to get upset, and Melissa decided to escalate the situation. She said she was not "the kind of person that gives away free things" when I asked why breakfast was not included. I tried to bring my phone to show her why I thought breakfast should be included, but my phone ran out of batteries before I was able to. Melissa smirked and implied I had been lying. Long story short, we ended up in a screaming match. She refused to refund my stay and said I would be charged for the full amount. She refused to let me speak with her manager.
Even if I was in the wrong and breakfast should not be included in the rate, this is totally unacceptable customer service. I hope Melissa is fired for her actions. While I had to suck up my pride and stay this time, I definitely will avoid this hotel in the future. I've never been treated with such indignity at a hotel.