Disappointing Service by Management, Being Evasive

My wife and I booked into Cape Sun Hotel Strand Street on Boxing Day shortly before 2pm. We were welcomed very warmly by Zoliswa at the front desk and treated with a lovely cheese platter and cake platter for our anniversary. My wife looked for her second cell phone in my computer bag but could not find it. She was unsure if it was at home but I told her to report the matter to the front desk as I saw her place the phone in my laptop bag. We informed the front desk and they promised to check the video footage. Management approached us and asked us for our version of events from the time we arrived etc. They then reassured us that the matter will be looked into urgently. At about 5pm management called us to inform us that a phone was found in the driveway and given to security. We were disappointed when we received the phone to have a blue screen with chinese writing on it. The phone was definitely switched off when placed in the bag but when we received it from the front desk it was switched on. We immediately requested to see the video footage. The female supervisor assisting us showed a small clip on her phone just showing the porter carrying our bags and the phone falling out of our laptop bag. We insisted that we get full video coverage from the time the bags were removed from our car until the phone was given to security. We were promised full footage by 10 am this morning. To our disappointment another supervisor assisted us with another clip showing our bags being removed from the car by the porter and the phone falling out. No one can explain what happened to the phone for the next three hours. Conflicting stories have been given but to date we have not received a response from management with regards to the full video footage. We regard this as a sign of disrespect and a violation of our basic human right to be treated with dignity. Why is Management being so evasive? is there something to hide?