Hollywood Mirage - Excel Hotels & Resorts

I recently returned to Tenerife for our family summer holiday and stayed at the Hollywood Mirage booking a two bedroom apartment and 1 bed studio apartment as there were five of us in the group. This was the first time we had stayed at this resort and going by the reviews thought that it would be a good option for us. As we had an early flight we arrived at the resort before lunchtime. The receptionist we spoke to was a bit abrupt in telling us we could not check in until 4pm which was fine as I explained that we were only looking for somewhere to store our luggage. She handed me a key card as again abruptly told me to return it as it was the only one they had. We returned at 4pm to be checked in which was fine and on arrival at the apartment all seemed fine. We had booked Bed and Breakfast and arrived on the first morning for breakfast to find it to be extremely disorganised with not enough seating for the volume of guests. We often found ourselves searching for used tables to clear ourselves so that we could get a place to sit, not a great experience. The resort advertise a complimentary bus to the beach as the resort is located at the top of a series of steep hills however, I would advise if you wish to get the bus to be out waiting and the front of the hotel next door 20-30 minutes before the bus is due to arrive as during the course of the week we found that guests were being left behind as there was insufficient space which might be down to the bus only running once and hour. Our apartment was located on the 4th floor in the middle of a row of apartments. There was lift and stair access either side of the balconies however the walls at the front and side of the balcony were approximately waist level. On the second last night of our stay myself, partner and daughter made sure that the doors leading to the balcony were locked and went to bed. When I got up in the morning at 6am I realised that the door to our balcony was open slightly. On further investigation I realised that we had been robbed with my mobile phone, cash from my wallet and watch being stolen. I immediately woke my partner and went down to report this to the night porter. The night porter didn't seem surprised and when I asked if there was CCTV he explained that he would pass this to the General Manager who could access this when he started at 8am and would get back to me. I returned to the apartment where I looked and the doors and my daughter discovered that even if the doors are locked from the inside our doors could still be opened from the balcony. I waited until 10am with no contact from anyone. I returned to reception to request to speak to the General Manager, he eventually came out and was total dismissive of the whole event, had not explanation about the doors being able to be opened from the outside and in my view having working in the hospitality industry for over 30 years totally incompetent. He had no level of customer service and certainly has never learnt that