So the answer from the Grand Bahia Principe is that I need to pay for shipping my luggage back.
No apology for their employee who left it on the steps. No offer of help for the cost of shipping it. I basically got an email saying "sorry for the inconvenience, please send a courier to come get your stuff".
They argue that it is my responsibility to make sure my luggage is on the bus. I 100% get that. Don't they know how much I blamed myself for not double checking it was on there? But it isn't really about that- it is about customer service. I hate this idea that the customer is always right and they should bend to my every whim, but good customer service isn't like that. Good customer service is seeing a customer who has had a vacation-ruining experience that your hotel had a hand in and doing whatever you can to rectify it.
The cost to ship my stuff is about $250. Closer to $180 if they toss the actual suitcase and box my stuff up (the suitcase is broken). To me, that is a nominal amount for a hotel to spend to give a guest and AMAZING customer service experience. If they offered straight up to pay it and do whatever they can to get it to me, I would have written the most amazing review. I would have told people about the amazing Grand Bahia Principe and how they went out of their way to help me during this harrowing experience.
I really hate to go to social media to spread my disappointment in their service (please note there were a few other service problems when I was there), but I feel like I am left with no choice. It really isn't about the money at this point- it isn't like I don't have the money. I just feel really alone in this process. My travel agency pretty much dropped me and it is just me vs this hotel in Jamaica. I really think I at least should have gotten an apology or something to make up for the fact that their employee left my luggage behind.
So that's that. I have a few channels left that I am going to try but I am just frustrated and it looks like I am paying. Now, by myself, I have to figure out HOW to get this luggage shipped back. I have no experience in this! I'm not even sure I trust the hotel to rebox it all safely so I guess I am paying the extra money for the weight of the bag. Cause don't forget- through all this they have my stuff hostage! I also worry about going too far and having them conveniently "lose" my luggage or something.
Am I wrong in this? Should I just accept responsibility for the mistake, pay the bill and leave them alone? I know you guys all like me and will say nice things, but just be honest- was it my responsibility to get that luggage on and is the hotel right to make me pay?