Overall sentiment is mixed-to-concerning: reviews contain a substantial number of positive remarks about frontline staff, cleanliness, the physical environment, and social activities, but they are counterbalanced by multiple serious and recurring complaints about management, communication failures, care quality, and, in some cases, allegations of abuse or financial misconduct. Several reviewers describe a positive first impression — welcoming staff, a knowledgeable manager (named Kris in one review), clean rooms and grounds, and lively common areas — while others report deeply negative experiences that raise safety and oversight concerns.
Staff and management: A clear pattern emerges where hands-on staff and those on duty are frequently described as friendly, professional, and reassuring. Multiple reviewers specifically say they felt welcomed and saw staff interacting positively with residents. However, this is juxtaposed with repeated criticism of management and corporate responsiveness. Complaints include unreturned calls from corporate, a director or manager characterized as mean or inflexible, and policies (for example visitation rules) described as overly restrictive. Several reviews claim poor communication between staff and families (including failures to notify relatives about ER visits) and disputes involving power of attorney. These management/communication issues appear to be a primary source of dissatisfaction, even among some who found the day-to-day staff pleasant.
Care quality and safety concerns: The reviews include serious allegations that should not be overlooked. Multiple reviewers report inadequate care: inattentive aides, residents left incontinent for extended periods, lack of supervision, and at least one reported unsafe physical incident (a resident pushed). There are also strong claims of staff theft and financial exploitation. Some reviewers state these issues led to severe negative outcomes, including a resident’s death, or prompted them to move their family member out. These are serious, potentially systemic concerns and represent a pattern in several independent reviews rather than isolated comments.
Facilities, rooms, and amenities: Many reviewers praise the facility’s cleanliness and appearance — bright common areas, well-kept grounds, a nice dining area, and an on-site salon. Room-level feedback is mixed: rooms are described as clean and of adequate size, each with a private bathroom, and residents may bring carpeting and curtains. However, limitations include no in-room TV/cable/internet provided by default, rooms reported as cold by at least one reviewer, and no wall-to-wall carpeting unless provided by the resident. There are plans for decor upgrades according to one summary, which could address some appearance concerns.
Dining and nutrition: Dining spaces receive positive comments for layout and COVID-safe measures. Nonetheless, there are specific complaints about dietary communication and service: a vegetarian diet was not communicated (resulting in an inadequate plate of fruit/vegetables at one meal), and one reviewer described the nutritionist as agitated. Overall, dining appears acceptable to some residents but has had lapses in dietary accommodation and staff demeanor in at least one instance.
Activities and social life: Several reviewers highlighted active programming, fun activities, and meaningful social interaction. Some had positive experiences where residents spoke highly of life at the facility and prospective residents felt reassured and excited to join. These comments suggest the facility provides social and recreational opportunities that many residents enjoy.
Notable patterns and implications: The most significant pattern is the split between generally positive impressions of frontline staff and the physical environment, versus recurrent and serious complaints about management practices, communication breakdowns, and alleged neglect or misconduct. The seriousness and repetition of allegations (neglect, abuse, theft, lack of notification for medical events) indicate that prospective residents and families should investigate these issues directly rather than rely solely on promotional materials or a single tour. Given the gravity of some claims, it would be prudent to ask the facility for documentation of staffing levels, staff training, incident and investigation records, financial safeguards, visitation policies, and how they handle family notification for medical events.
In summary, The Gardens of Trent appears to offer many of the positive features families look for — clean, bright facilities; friendly on-duty staff; private bathrooms and adequate room sizes; a pleasant dining area; and active social programming. However, multiple reviewers raise urgent concerns about management responsiveness, communication failures, dietary lapses, and very serious allegations regarding resident neglect, unsafe incidents, and financial misconduct. These conflicting signals suggest the facility may be capable of providing a good environment under certain staff and leadership conditions, but there are recurring and severe red flags that warrant careful verification before deciding on residency.
