Overall sentiment across the reviews is mixed but clustered: Clearwater at North Tustin is frequently praised for its physical environment, hospitality, and many staff members who deliver warm, attentive, person-centered interactions. Reviewers consistently mention the facility’s relaxed-luxury aesthetic — newly renovated spaces, attractive dining room, plenty of open space, gardens, olive trees, shaded patios with BBQs, lounge areas, and an on-site chapel. The community’s amenities (dog-friendly pub dining, access to a Clearwater restaurant and church, transport/chauffeur services, and a variety of activities) create an engaging lifestyle that many families and residents found appealing. Dining is a repeated highlight: reviewers cite delicious food, fresh ingredients, many menu options, and an overall pleasant dining environment. Several staff members and administrators received individual praise for being responsive and helpful, with specific positive mentions for Kaitlyn Rosen (Sales Director), Nona and Santos, and other front-line employees who smoothed transitions and supported families during move-in and visits.
However, serious operational and clinical concerns recur in many summaries and temper that positive picture. The most frequent and significant issues are staffing levels and stability: multiple reviewers cite low staff-to-resident ratios, reliance on agency temps, high turnover, and shortages that affect consistency and quality of care. Some comments describe management refusing to increase staffing despite safety complaints. Linked to staffing problems are reports of inconsistent documentation and protocols, medication and care-record gaps, and hygiene challenges for some residents. Importantly, reviewers stress that Clearwater is not a medical facility and therefore may not be appropriate for residents with higher medical or chronic care needs. Several families reported that the community could not safely accommodate residents with advancing dementia or significant health issues, leading to moves to in-home care or other settings. There is at least one reported escape from the fenced memory care area; reviewers note concerns about memory care security, training, and supervision (including an observation that some memory care residents could go outside unescorted).
The pattern suggests two common resident profiles that experienced different outcomes. For lower-acuity, socially active residents who value amenities, fresh food, gardens, and frequent activities, Clearwater often delivers a pleasant, welcoming, and well-designed living experience. Families noted smooth move-ins, strong interpersonal communication with staff, and reduced caregiver stress. For residents with progressive cognitive decline or complex medical needs, multiple reviewers reported that the community struggled to maintain adequate safety, hygiene, and consistent clinical oversight. These families described poor documentation, staffing-level limits that prevented adequate supervision, and situations that ultimately required relocation. Some reviewers explicitly stated they no longer had confidence in management or moved their loved ones out because of these operational gaps.
There are also mixed reports about specific personnel and services: while many direct-care staff and administrators received strong praise for professionalism and kindness, there were isolated complaints — for example, rude kitchen staff were mentioned. The community’s relatively high price point appears in several reviews; some families felt the cost was justified by service and environment, while others felt the expense was not matched by clinical reliability and staffing. Finally, reviewers repeatedly recommend due diligence: verify staffing ratios, ask about memory care safety protocols and recent incidents, review documentation practices, and confirm the facility’s ability to meet the specific medical needs of the prospective resident. In short, Clearwater at North Tustin is highly attractive for residents seeking a luxury, activity-rich, small-community lifestyle supported by many caring staff — but families of higher-acuity or memory-care residents should probe operational details and safeguards thoroughly before choosing this community.
