Lost: Passports

Me & my partner arrived yesterday at rui buenevista in playa da paraiso. After getting off the bus i instantly remembered id left my rucksack on the transfer bus including boyh of our passports and important medication. I ran after the bus ,i really believe the driver saw me but as it was late in the day he probably wanyed to get home. I then went to reception but they were less than helpful saying we couldnt check in without passports. Absolute stress. I then rang tui and explained buy had to fill out a form explaining the situation. The thing is i knew the number of the bus so it should be easy to retrieve..wrong. Tui rang the hotel and they finally relented to let us stay for one night . First thing this morning straight down to see the rep. Apparently the bus was owned by a third party company so surely ring them.. oh no not as easy as that ! Weve now been told the rucksack has still not been found and we need to wait until tomorrow and maybe visit the bus garage . This is ridiculous... plus the hotel is saying they will now only allow us to stay one more day. We could potentially be kicked out of the hotel of what weve paid for and with no passports. Stressed doesnt come close. Safe to say i ll never travel with tui again. What should have been an easy straight forward fix is now turninh into a holiday from hell. Help!