Bad customer service

We checked into Belaire Suites Hotel on 22 December. My sons went downstaires to the bar where my 1 son was pick pocketed. He immediately noticed his phone was gone and managed to stop the pick pocketer from leaving the bar. They were approached by someone who informed them that he was the manager and he instructed the hotel security to put my sons out of the hotel, which they did and they let the pick pocketer leave. My sons called me and when i got downstairs the front desk manager on duty Natasha once again asked us to go outside because we were making a scene. I requested for my booking for the following day to be cancelled which Natasha did with attitude. My husband received a call from someone who said he they will discuss what happened over breakfast he'll pay for yet breakfast is included in the rates. ( this never happened) The next morning when we checked out, Bonga appologised and said i will receive a email from the General Manager which has never materialised. We found out that the person oretending to be the manager was a regular customer.What a bad experience.