At the end of the day when doing inventory, a bag was missing. They reviewed the cameras and saw the theft. I screenshot the images of her from the video.
Yeah, they've probably been saying that for years. Only practical option is the tourist police. And all they can do is ask/negotiate/translate for you with the hotel. They wouldn't be able to force them to refund anything, but sometimes just their presence is helps.
If you stay though, you wouldn't be able to get anything.
Hot water is generally made in room (instant hot water heater). I assume the unit in your room is broken? They can't switch you rooms? Who did you book with, direclty with hotel?