Making a reservation for this hotel at the travel ...

Making a reservation for this hotel at the travel agency where I work, I booked a room with breakfast included. When we arrived to check in, the reception told us that we did not have breakfast included and that we had to pay for it. Showing them the accommodation voucher, we still couldn't reach an agreement. The solution came when my colleagues from the agency talked to a contact person in charge of the unit.
The accommodation is a bit clean, the breakfast was diverse but like everywhere in Bulgaria with the cheapest products.
I went to the hotel pool which opened at 9 and was not open.
The experience was not 100% pleasant, it could have been worse but considering that it is not a cheap hotel at all compared to the rates in Bansko I expected to have other conditions.