Overall sentiment in the reviews is strongly polarized: a large majority of reviewers praise the community for its compassionate staff, excellent activities, attractive new facilities, and high-quality dining, while a smaller but significant set of reviews raises serious concerns about safety, infection control, management transparency, and consistency of clinical care.
Care quality and staffing: Many reviewers emphasize that caregiving staff are compassionate, attentive, and go above and beyond. Multiple reports describe long-tenured caregivers who provide individualized attention, know residents by name, and help create a family-like atmosphere. Several families report proactive nursing presence, regular clinical follow-ups, and timely bedside support. Conversely, other reviews detail troubling lapses: staff distracted by cell phones, missed medications, alleged overmedication, and multiple falls. There are specific allegations that medication management was poor or inconsistent, that promised 24/7 observation or nursing coverage was not in practice, and that families hired external caregivers to fill care gaps. This suggests variability in clinical quality and supervision across shifts or neighborhoods.
Safety, health, and infection control: Positive reports describe safety adjustments to prevent falls and a generally safe environment. However, there are acute, repeated complaints about infection control and safety: an explicitly mentioned scabies outbreak, missed infections allegedly resulting in severe harm (a toe amputation reported by one reviewer), black mold and mildew found in parts of the facility, unexplained bruising, and several falls attributed to lack of supervision. These are serious issues that contrast sharply with other reviewers’ statements that the facility is very clean and well run. The pattern indicates that while many areas and teams perform well, there have been notable episodes that compromise resident safety and require careful inquiry.
Facilities and amenities: The facility is frequently described as beautiful, new, and thoughtfully designed with home-like neighborhoods around a large courtyard. Reviewers praise clean, spacious rooms, large bathrooms, secure outdoor areas, and abundant programming spaces. Commonly cited amenities include an on-site salon, spa/LUXE options, podiatrist visits, and a well-regarded culinary program. A few reviewers reported practical problems such as a broken transportation van, salon closures, heating outages, mildew or mold in certain areas, and laundry issues (including lost clothing). Overall, physical plant and amenities are a major strength for most families, but maintenance lapses and intermittent closures have occurred.
Dining and activities: Food and programming are prominent positives. Many reviewers note exceptional meals, a creative culinary team, restaurant-style dining with white tablecloths and fresh flowers, and the Taste of RUI program. Life-enrichment is repeatedly highlighted: robust, dementia-friendly activities (Bingo, Family Feud, Mardi Gras events), frequent themed parties, gardening, learning programs, and strong engagement from activities staff. Some families wanted more variety or larger portions in some meals and occasional lack of beverage service was mentioned. Still, dining and programming are a clear selling point.
Management, communication, and culture: Leadership receives mixed feedback. Several reviewers specifically praise administrators (e.g., Tammy, Adam, Suzy, Josh) for compassion, improved care, strong communication, morale boosting, and responsiveness to families’ concerns. Many reviews credit new or improved leadership with turning around care and culture. In contrast, other reviews report frequent executive and nursing director turnover, perceived lackadaisical management, owner-driven stress, alleged cover-ups of staff misconduct, and even fraudulent or unethical billing claims. This split suggests recent leadership changes may have improved experiences for some families while systemic issues or prior problems persist for others. Communication practices (photo updates, texts, Facebook posts) are often cited as positives, although financial transparency and billing practices were criticized by a few.
Trends and recommendations: The dominant pattern is that the community delivers high-quality, engaging memory care and residential experiences for many families, with exceptional activities, an appealing environment, and many caring staff members. However, there is an important minority of reviews that report serious safety, clinical, and ethical concerns — missed medications, infection outbreaks, mold, unexplained bruising, management cover-ups, and billing problems. These are not minor service complaints; they are substantive issues affecting resident health and family trust.
If considering this community, prospective families should weigh the strong positive reports on staffing, programming, and environment against the documented safety and management concerns. Recommended due diligence actions include: asking for specifics about medication management and nurse coverage (24/7 nursing claims), inquiring about recent infection-control incidents and remediation steps, reviewing staffing ratios and turnover history, asking about maintenance logs for heating/ventilation and mold remediation, clarifying billing practices and refund policies in writing, and touring multiple neighborhoods and observing different shifts (including mealtimes and care transitions). For residents who require intensive medical management or close monitoring, several reviews explicitly advise seeking alternative options. For those focused on memory care, activities, and an upscale dining environment, many families found this community outstanding — but verify current leadership stability and corrective actions for the reported safety issues before committing.
