I am baffled by the level and incompetence of the ...

I am baffled by the level and incompetence of the reservation staff. After calling the hotel, and then a friend calling a few minutes later as I probably spoke to a member of staff who just did not understand the hotel she works at (claiming she's the supervisor), we both experienced appalling conversations with the Ritz staff at the knowledge of the resort, the rooms and the policy.
This is completely surprising from a chain like the Ritz. Both staff repeated the same conversation like parrots with ZERO ability to answer SIMPLE questions clearly showing the incompetence of knowledge amongst the resort's staff.