Theft from the flat

I recently booked through Booking.com at Ballito Village Luxury Apartments and the agent is PROPR for the weekend. Checking out, my fiancé forgot her ring and I sent a message to them. They rep**** to state that they will send someone then to find it and arrange courier. I never got a response after that and followed up today, they said unfortunately they did not find it. How is it possible when we know for a fact that she forgot it in the flat that they did not find it, clearly who ever cleaned just decided not to report it. I really regret booking this property and I do not recommend for anyone to visit there as if they forget their possessions they might as well forget recovering it.