My husband and I ( we are deaf) experienced a ADA accessibility issue during our stay. The TV in our room did not have functioning captions, which are essential for us. I immediately informed the staff. While they did call someone to assist, the issue dragged on for over an hour. A few employees, including a manager with a new remote, tried to fix it, but no timely solution was provided.
In our past hotel stays, similar issues were handled quickly—either by enabling captions or by moving us to another accessible room. This hotel initially asked what floor we preferred but later claimed there were no other rooms available when we requested a room with a working TV and captions. The experience made us feel ignored and disrespected .
I also asked for a refund due to the inconvenience and ADA violation. They told me it would take 7 to 10 days to process—which is unreasonable given the circumstances. To make matters worse, they had me sign a plain piece of lined paper to request the refund, which felt completely unprofessional and unreliable.
Overall, this was an unacceptable experience that failed to meet veryyyy BASIC ADA standards and left us feeling deeply disappointed as we wanted to explore the area in Santa Barbara . All hotels that allow pets were either full or too expensive.