TownePlace Suites Sacramento Cal Expo

This is my first bad review of a hotel and we travel frequently. I do a lot of research before I select a place to stay so I am usually able to avoid bad experiences. I typically select Marriott properties because we are time share owners and automatically have status and get some perks. We have been loyal to the brand for a few years. My husband and step-daughter (20) travelled to Sacramento from southern California as she was accepted into a local university. This was one stop on a long trip as she had a lot of options. I selected this hotel because it had a 2 bedroom "suite." The room was ok, the facilities bare-bones, but that was expected because it isn't a 5 star resort. When we checked in we didn't get the extra points, etc., that we usually get but I didn't care. The agent was nice and fast. We had no problems with the room. We stayed one night, cleaned up any mess, and when checking out didn't really care that the one luggage cart they had was broken and we had to lug all our bags down to the car. We checked out and were off to our next university. All in all it was ok for 1 night, but we had a feeling it is a hotel used by non-profits to house former houseless folks and was probably a COVID hotel during the pandemic. It wasn't a place we would choose to stay at again, but wouldn't necessarily tell folks to avoid, either. There are just better options. I received my bill through email, no issues. About an hour later I received another email with a $250 charge. I called. I was told we smoked in the room. We didn't smoke in the room. No mention of having to clear the room for a day, but she would call me back with details. Long story short, she didn't call me back, I called her. But the "proof" was a picture of a trash can. The step-daughter threw away tobacco products in the trash. That was it - the issue was trash. At that point she said they had to close the room for a day. Mind you our fee was more than 1 night stay. I get that there is no smoking in hotel rooms. Everyone knows that. But I had no idea you couldn't put trash in a trash can. If I knew that we would have taken our trash with us, no worries. My issue is that every policy, etc., that you read says "smoking" - no mention of trash. She wasn't willing to budge on the fee, so I wrote an email to the manager and a Marriott customer relations address. I received no response. No phone call, no email, nothing. That is why I am writing this review. They didn't bother acknowledging me at all. We have three more trips planned in the coming months, and I had already booked two other Marriott properties. They were cancelled. I will never stay in another Marriott. If I could get out of my timeshare I would. This whole situation would have been avoided with an email response or literally any response at all. Marriott does not care about their customers and this place is shady. From now on it is Hyatt all the way.

Soccer tournament All was great!

2 things to fix Room was comfortable except that the bed should have had a warmer comforter, never was able to sleep well because the blanket was too thin. Also, the water in the shower never got warmer than lukewarm. Need to have a hot shower and couldn't get it at this hotel.