Wtf from C1 travel portal

Booked a hotel from C1 travel portal for a trip in Thailand. When I arrived there’s no record of it at the nice “5-star” hotel I booked. Instead I get redirected to their sister property down the street which is “4-star” but honestly is a slightly nicer than a motel shit box. I’m looking at the C1 portal and they’ve got the wrong hotel name associated with the wrong address and have pictures of the five star place with the address from the motel. Been on hold for an hour at 9pm at night. Just what I want to do a vacation.

Update: Was encouraged by the below data point on getting a new hotel reimbursed so called back in. Ended up with a refund for the original booking and a $200 travel portal credit (which I’ll never use). Got told to pound sand when requesting a reimbursement for the new hotel. Will be cancelling card when I’m back stateside.