I'm not sure how much this is lying vs. just not knowing...

Unfortunately, I've had many FDCs make up stories to sound like they know what is happening. Most times without actually looking into what was really going on. Proving them wrong will not get them to do their best work or consider your needs when completing the transaction.

Hotels, like many other "service" operations will present more inventory for sell than they actually have. History has proven there will be a certain percentage of no shows and the thought is why turn away revenue if you don't have to? Add to that many different channels to offer your inventory and I'm guessing well over 150% representation exists.

I am also finding more and more companies that separate their ecommerce business from their direct contact business operations. What's offered online is not available for the agents to offer. Heaven help you if you have questions about the online offering as they may not have a live body that can see the online products.

As for adding your SPG number, given what you've described, I wouldn't have expected it to be added correctly and would have waited until the next morning when you'd most likely be dealing with a much more friendly, rested staff member.

You might want to post your experience on Trip Advisor for this property. There is a chance someone at the property will reach out to you. But letting people know about the late night experience might help others more than just posting here.