The hotel told us they had no rooms available but ...

The hotel told us they had no rooms available but all third party booking sites showed availability. We are Amex platnium holders which have a relationship through their fine hotels and resorts program and they also were told their were no rooms available.

The ironic part is at least ten 3rd party booking sites showed they had availability and previously that same day we were told the resort had tons of open rooms, so we called the hotel and asked why these 3rd party sites were showing availability but the hotel was fully committed and they were sorry we have no idea.

We booked the room through the amex fine hotels and resorts website even though the amex representative said no rooms were available and sure enough the reservation was accepted and we received a confirmation email. We called the hotel to confirm the reservation and they claimed there was no reservation by my last name, so they asked to see the confirmation email which we forwarded to them. They all of a sudden found the reservation and said someone misspelled my name...really? How do you misspell my name? It's pretty easy.

Anyways we arrived at the hotel and were told Seafood bar and HMF were open so we went to seafood bar which was actually closed so we went to HMF and ordered a drink. My girlfriend and I were having a conversation at the bar when someone came up from the staff and told me I am not allowed to wear a hat in the restaurant because that is their policy even though we were the only guests in the restaurant.

I questioned the individual and asked who, if anyone, am I offending and if it is the case I would happily apologize but noted the hostess, bartender, door and and front desk staff who suggested we go there never mentioned such a policy. He then explained if I did not remove my hat, he would call security and I said great, call security. Another fifteen mins or so went by why the hotel continued to serve us and a guy came up to me and said if I didnt remove my hat he would need to call the police and have me escorted off the property. Seriously? Is this real life right now, again we are the only guests in the restaurant and multiple people have not said anything. This was a complete embarrassment and horrific customer service. We left HMF and went to the front desk who said he would reach out to his manager who confirmed that I could remove my hat or leave the establishment and they apologized but would be happy to refund my money, regardless of the fact they charged us for the drinks and food we never finished.