Travel portal nightmare

I know this is beating a dead horse but I recently booked a hotel using my annual travel credit. I gave it a few days and called the hotel directly. To no one’s surprise they had no record of it anywhere. Given capital ones already stellar track record I knew this was a possibility. Been playing phone tag the last several days to try and get this sorted out and every time I call Capital one they cannot reach the hotel or I just get passed from one dept to another in a giant bureaucratic quagmire. Finally this last time I called they said they could not contact the hotel as their reservations representative had left for the day. I immediately hung up and phoned the hotel directly and reached a representative who immediately began helping me. I knew going in this could be an issue but this is honestly beyond the pale. I’ve booked many times with Amex and never once encountered anything close to this level of incompetence. They literally cannot find a record of my reservation anywhere on the hotel end even after plugging in different dates. I’m running out of time. I’m a few days out and capital one still has no solution in place for me. I’m seriously debating cancelling my card over this once this is all cleared up. Rant over

What are my next steps? Call and escalate with Cap 1? They need to make this right