DoubleTree by Hilton Neenah

The place was filthy, with black mold in the showers, a visible pee stain on the couch, and the whole establishment looking unclean in the photos I showed staff. They gave me excuses about the room. The trouble started over breakfast: we booked two rooms for one night through Expedia and paid 300. I was told breakfast was included, or I wouldn't have agreed to that price. My teenage kids went down first, and my son called to say staff had handed them a $115.00 bill. They told him he had to pay even after he said breakfast was included. At the desk, staff told me they KNOW Expedia lies by listing complimentary breakfast, and that I owed $15.00 per kid. I asked for upper management and was told they were management, then just told to "call Expedia." I was already on hold with Expedia during the whole thing. When I kept disputing it, they called the POLICE and wouldn't let my kids leave the table until officers arrived, even though I was standing at the desk and they had a card on file. Afterward, they made us check out early for no reason. The whole experience was awful, and the room was filthy.

The Double Tree by Hilton Neenah was a premium location for our school basketball team because it was close to where we played. At check-in, the team wrapped up a signed basketball for us and gave each of our players bags of chips. Such a thoughtful gesture, and the players and parents really appreciated it. The Double Tree by Hilton Neenah Team was amazing to work with. I highly recommend this location.

I enjoyed staying here for my travel assignment, but my last visit turned into a mess with repeated charges for room tax, city tax, early check-in, and other things. I contacted staff several times before anyone did anything about it. Then I asked for a breakdown of the refund because it didn't add up to all the extra charges, and two days later I still had no response. EDIT: I've also contacted management and the front desk through the Hilton app and by email. Sending another message seems pointless if it's going to be ignored. Unless the Hilton representative who replied to this review wants to answer my email, I don't see how reaching out again will fix it. If you're true to your word, reply to the email I sent on 2/15/2026 to Hilton staff/management (names Kayla Perron and Joy Crowe). EDIT on 2/22/2026: Neither Kayla Perron nor Joy Crowe has contacted me about the refund. I ended up calling corporate, and they couldn't reach the front desk staff at the Doubletree Hilton in Neenah either. They shorted my refund by $12. Check your receipts carefully if you're thinking of staying here. It seems staff are intentionally ignoring people who ask about extra charges, even calls from corporate and customer support reps. I've lowered my rating to 1 star. If I could give 0 stars, I would. The staff's apathy and lack of communication in sorting this out are super disappointing.

The location is great and parking was good. We passed on breakfast at $15 per person since it didn't seem worth it. The hot tub was nice, but the pool was very cold. There were stains on the wallpaper in our room, and dust had clogged the bathroom vent.