only reason I can think for them not having phnes etc was that maybe they were in a safe.
I thought that, but the article actually says 'her bag with her holiday money and travel documents was still in the hotel' and it seems unlikely you'd fit a whole bag into the safe.
It's weird because if they had time to pack their suitcases and take those with them, how did they not manage to take a handbag with all the key travel documents and money in it? Unless they forgot and it got left behind somewhere? Which is pretty stupid under any circumastances. And anyway, if they are really saying that the hotel had that bag with all their documents and money in it but then denied it, that for me would be the one thing that might garner them some sympathy, you'd think they'd make more of it!
It seems more likely they somehow lost that bag and the documents when they were leaving, and someone swiped it.