Pricing ranges from
    $3,763 – 4,891/month

    Brookdale Conway

    5501 E Michigan St, Orlando, FL, 32822
    • Assisted living
    • Memory care
    AnonymousLoved one of resident
    4.0

    Mostly positive but staffing concerns

    I toured and placed a loved one at Brookdale Conway and overall had mixed but mostly positive impressions. The staff are friendly, professional and helpful, the building is clean and well-kept, and the location is convenient. Activities and dining get mixed reviews-some residents love them, others find memory-care programming and food lacking. My biggest concerns are inconsistent staffing, poor communication, billing issues, and occasional reports of medication or care lapses in memory care. I feel comfortable with many staff members but would advise a careful tour, clear contract terms, and specific questions about staffing and memory-care oversight before committing.

    Pricing

    $3,763+/moSemi-privateAssisted Living
    $4,891+/moStudioAssisted Living
    $4,515+/moSuiteAssisted Living

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    Amenities

    Healthcare services

    • Activities of daily living assistance
    • Assistance with bathing
    • Assistance with dressing
    • Assistance with transfers
    • Medication management
    • Mental wellness program

    Healthcare staffing

    • 12-16 hour nursing
    • 24-hour call system
    • 24-hour supervision

    Meals and dining

    • Diabetes diet
    • Meal preparation and service
    • Restaurant-style dining
    • Special dietary restrictions

    Room

    • Air-conditioning
    • Cable
    • Fully furnished
    • Housekeeping and linen services
    • Kitchenettes
    • Private bathrooms
    • Telephone
    • Wifi

    Memory care community services

    • Mild cognitive impairment
    • Specialized memory care programming

    Transportation

    • Community operated transportation
    • Transportation arrangement
    • Transportation arrangement (non-medical)

    Common areas

    • Beauty salon
    • Computer center
    • Dining room
    • Fitness room
    • Gaming room
    • Garden
    • Outdoor space
    • Small library
    • Wellness center

    Community services

    • Concierge services
    • Fitness programs
    • Move-in coordination

    Activities

    • Community-sponsored activities
    • Planned day trips
    • Resident-run activities
    • Scheduled daily activities

    3.95 · 110 reviews

    Overall rating

    1. 5
    2. 4
    3. 3
    4. 2
    5. 1
    • Care

      3.5
    • Staff

      3.8
    • Meals

      3.7
    • Amenities

      3.6
    • Value

      2.4

    Pros

    • many staff described as caring, friendly, and attentive
    • clean, well-maintained facility and grounds
    • variety of daily activities and social programming
    • good dining options with multiple meal choices
    • convenient location close to family and medical providers
    • engaging entertainment (music, movies, live performers)
    • memory care unit praised by several reviewers
    • availability of rehab services (PT/OT/speech) and therapy
    • amenities such as salon, courtyard/garden, activity and movie rooms
    • smooth transitions for some residents (including memory care moves)
    • administrators and some directors proactive and responsive
    • private and semi-private rooms with decent sizes for many units
    • home-like, comfortable environment reported by many families
    • secure and handicap-accessible design/features
    • weekly special menus and themed dining events
    • staff follow-up and good family communication in many cases
    • well-organized tours and helpful admissions staff cited often
    • on-call staff and some night staff noted as helpful when present
    • cleanliness frequently highlighted (no odors, fresh linens) for many areas
    • positive resident social connections and table mate communities
    • good caregiver-to-patient ratios reported in some units
    • activities tailored to memory care in some reports
    • facility feels safe and residents report being happy there
    • flexible add-on services and customizable daily living options
    • many reviewers would recommend Brookdale Conway

    Cons

    • inconsistent staff responsiveness, especially long call-button wait times
    • reported understaffing at night and limited weekend nursing
    • serious medical neglect allegations (missed meds, untreated conditions)
    • cases of hospitalization, ICU stays, and transfers after incidents
    • reports of bedsores, diabetic wounds, dehydration, UTIs, and constipation
    • allegations of resident attacks, injuries, and poor safety/supervision
    • billing disputes, unclear pricing, unexpected rate hikes, and overcharges
    • poor communication from management and frequent leadership turnover
    • some rooms and resident-level housekeeping reported as dirty or neglected
    • memory care described as inadequate or understaffed by several families
    • failure to inform families/physicians about medical changes in some cases
    • reports of hospice neglect and lack of pain management
    • some reviewers describe a money-driven approach and lack of compassion
    • inconsistent activity offerings—some advertised activities do not happen
    • front-office turnover and unhelpful administrative staff in some reports
    • lack of transparency about level-of-care and a la carte pricing
    • allegations of harassment over billing, late fees, and fraudulent activity
    • facility aging and dated rooms, occasional exterior maintenance issues
    • some poor dining experiences and complaints of inedible food
    • reports of residents left on the floor after falls and delayed responses
    • odor issues and incontinence care problems reported in some rooms
    • conflicting reviews on food quality and menu variety (esp. memory care)
    • inconsistent enforcement of policies and occasional poor supervision
    • eviction or removal disputes, including controversial actions
    • polarized experiences depending on staff on duty and unit

    Summary review

    Overall sentiment: Reviews of Brookdale Conway are highly mixed, with a large number of families and residents praising the facility, staff, cleanliness, and activities, while a significant subset report serious care, safety, and administrative problems. The balance of comments shows a polarizing pattern: many reviewers describe compassionate, professional caregivers and a pleasant, well-run environment, while others describe troubling lapses in medical care, responsiveness, billing, and leadership.

    Care quality and safety: A recurrent theme is variability in clinical care. Numerous reviewers report good everyday care, attentive nursing and aides, and smooth transitions into assisted or memory care. However, some reviews document alarming clinical incidents: missed medications, untreated wounds, dehydration, UTIs, bedsores, prolonged delays in responding to falls, and hospital transfers — including ICU stays. Several families explicitly described medical neglect and severe outcomes; others alleged resident-on-resident attacks that resulted in serious injury and even death. These serious negative accounts stand alongside many positive reports of dignified, compassionate end-of-life care. The pattern suggests that care quality at Brookdale Conway may vary considerably by unit, shift (day vs night), and individual staff on duty.

    Staff, responsiveness, and management: Staff are the most frequently praised element: reviewers often call staff caring, friendly, and engaged, and they single out particular employees (nurses, activities directors, administrators) for professional, compassionate behavior. Many families highlight helpful admissions staff and follow-up communication. Conversely, a consistent complaint is inadequate responsiveness to calls for help, especially at night or on weekends when staffing levels are reported to be lower. Management receives mixed reviews: some administrators and new leaders are described as proactive and improving the community, while others are criticized for poor communication, frequent turnover, and lack of visible leadership. Several reviewers reported escalations to state agencies (AHCA) or formal complaints related to care or billing.

    Facilities, cleanliness, and amenities: The building and grounds receive many compliments for being clean, secure, and well-maintained, with attractive common spaces like courtyards, activity rooms, and a lobby. Amenities noted positively include a salon, movie room, music and entertainment, and handicap-accessible bathrooms. However, a subset of reviews mention dated rooms, crumbling exterior elements, spotty housekeeping at the resident-room level (soiled linens reused, urine smells, dirty corners), and inconsistent upkeep. The overall sense is that the facility’s public spaces are generally well kept, but resident-level housekeeping and maintenance can be uneven.

    Dining and activities: Many reviewers praise the dining program, variety of meal choices, weekly specials, and themed events (Western night, barbecues, musical nights). Activities — bingo, painting, exercise classes, sing-alongs, group outings — are frequently highlighted as a strength that helps residents stay engaged. At the same time, some families say activities are not as robust or as advertised, with memory care programming described as limited in variety and less consistent. Food quality is also mixed: while several reviews describe very good meals, others report poor, repetitive, or even inedible food, particularly in certain units.

    Financial transparency and billing: A strong pattern in the negative reviews concerns billing and pricing. Multiple families report unexpected rate increases, unclear or incomplete disclosures about level-of-care pricing and extra charges, late fees, overbilling after a resident’s departure, and disputes that escalated into accusations of harassment or fraudulent billing. These financial complaints are frequent enough to be a major red flag; several reviewers recommend careful contract review and close monitoring of invoices.

    Memory care and specialized services: Memory care receives both praise and criticism. Some reviewers describe excellent, compassionate memory-care programming and staff who understand dementia needs. Others report very poor memory-care conditions: inadequate supervision, incontinence mismanagement, long toenails and hygiene issues, urine-soaked bedding, residents left unattended, and wandering residents disturbing others. Rehab and therapy services (PT/OT/speech) are available and positively noted by some families, indicating that clinical rehabilitation resources are present in the community.

    Patterns and variability: The dominant takeaway is variability. Positive and negative experiences often appear to hinge on specific staff members, the unit where a resident is placed, time of day (day shift versus night shift), and management stability. New administrators and staff changes are repeatedly referenced as improving conditions for some families; for others, turnover and inconsistency exacerbate problems. Several reviewers emphasize the importance of family oversight, frequent visitation, and asking detailed questions about staffing levels, night coverage, and contract terms before moving in.

    Recommendation context: Many reviewers explicitly recommend Brookdale Conway and report that their loved ones are happy, well cared for, and socially engaged. Simultaneously, enough serious negative accounts exist — including allegations of medical neglect, safety incidents, and billing disputes — that any prospective resident or family should perform thorough due diligence. Important due-diligence steps include asking for current staffing ratios by shift, reviewing the contract and all fees closely, checking state inspection and complaint history, touring the specific unit a loved one would occupy (including memory care), and speaking with current families when possible.

    Conclusion: Brookdale Conway appears to provide a high-quality, active, and supportive environment for many residents, with strong programming, friendly staff, and good amenities. However, reviews reveal significant inconsistency in care delivery, safety response, and administrative transparency that have led to severe adverse outcomes for some families. The overall profile is one of a generally pleasant and well-resourced community whose performance depends heavily on local staffing, leadership stability, and unit-specific practices. Families should weigh both the many positive reports and the serious negative reports; visiting multiple times, asking pointed questions about staffing and incident response, and monitoring care after move-in can help mitigate the variability seen in these reviews.

    Location

    Map showing location of Brookdale Conway

    About Brookdale Conway

    Brookdale Conway stands as a single-story community designed for seniors who want assisted living, memory care, or independent living, so you'll find housing options like studio and one-bedroom units, all featuring private bathrooms and emergency call systems, and if you've got a pet you want to keep near you, the pet-friendly policy and amenities mean there's a place for them too, whether it's relaxing on grassy courtyard seating or walking along the secure indoor and outdoor walking paths. The campus offers memory care with personalized care plans for those facing Alzheimer's or dementia, helping keep everyone safe with features like keypad entry, 24-hour on-site staff, and an enclosed courtyard that prevents wandering, plus reminiscence therapy and structured programs that help with staying active and social, even for those with memory loss. Those needing a bit of support with daily tasks-like bathing, dressing, or taking medicine-get help through assisted living services, and there are personal care staff on hand to offer things like medication management, laundry, housekeeping, and transportation, not to mention on-site skilled nursing and rehab services as part of the continuing care retirement offerings, and you'll find home care and adult day care services provided as well. Residents can eat in a community dining room with restaurant-style service and a menu with international cuisine, vegetarian or vegan options, and special diets catered to if needed, and there's room service or private dining rooms for anyone who wants a quieter meal-it's all prepared with health and enjoyment in mind. Daily life includes a full calendar of social, educational, and recreational activities, with a library, fitness center, arts and crafts room, TV lounge, and game room, while outings and religious or worship gatherings-covering Catholic, Jewish, and other faiths-take place onsite and offsite, sometimes with visiting chaplains or rabbis stopping by. For fresh air, people can spend time in the enclosed courtyard, on the walking paths, or tend raised gardening beds, and there's also a salon, meditation space, and community common room for folks who want to socialize or just relax. Parking's free, Wi-Fi covers the community, the building's controlled access keeps residents safe, and everything is set up for hassle-free living with housekeeping, laundry, transportation, and all-inclusive amenities managed by the staff, so people can usually stay as their needs change instead of moving again. The neighborhood's quiet and designed for serenity, so seniors can enjoy a bit of peace, and staff receive special caregiver training, especially for those working in memory care, to better support everyone, and with no age restrictions and a commitment to aging in place, residents and their pets can settle in for the long term, knowing they'll get personal help and specialized attention when needed.

    About Brookdale

    Brookdale Conway is managed by Brookdale.

    Brookdale Senior Living Inc. (NYSE: BKD) is the largest senior living operator in the United States, managing over 640 communities with capacity for approximately 59,000 residents across 41 states and employing around 36,000 associates. Founded in 1978 and publicly traded since 2005, Brookdale solidified its market leadership through major acquisitions including American Retirement Corporation (2006) and Emeritus Senior Living (2014), making it the only national full-spectrum senior living company. Headquartered in Nashville, Tennessee, Brookdale has topped the American Seniors Housing Association's ASHA 50 list and Argentum's largest providers list for multiple consecutive years.

    The company's comprehensive care continuum includes independent living, assisted living, memory care, skilled nursing, and continuing care retirement communities (CCRCs). Brookdale's signature Clare Bridge program, developed over 30 years ago by dementia-care experts, provides specialized Alzheimer's and dementia care through two distinct levels: Clare Bridge communities for comprehensive memory support and the Clare Bridge Solace program for advanced-stage dementia residents. The program is recognized by the Alzheimer's Association® for incorporating evidence-based Dementia Care Practice Recommendations and features secure environments, enclosed courtyards, Daily Path programming with six structured activities daily, and the InTouch technology platform offering personalized brain-stimulating games and therapeutic content.

    Brookdale's holistic Optimum Life® wellness approach balances six dimensions—Purposeful, Physical, Emotional, Social, Spiritual, and Intellectual—implemented through signature programs including B-Fit (eight exercise class options), Brain Fit (mental fitness workouts), My Life Story (resident storytelling), EngagementPlus (interest-based connections), Growing Together (collaborative learning), and The Ageless Spirit (kindness and gratitude practices). The Embrace Family Partnership provides caregiver education and support for families of memory care residents.

    The company's Brookdale HealthPlus® care coordination model, winner of the 2024 Argentum Best of the Best Award placing it among the top 1% of operators, is a technology-enabled healthcare service featuring dedicated RN Care Managers who proactively manage residents' health, coordinate care transitions, and help prevent avoidable hospitalizations. Communities using HealthPlus report 78% fewer urgent care visits, 36% fewer hospitalizations, and 63% more completed annual wellness visits. The Personal Solutions program delivers hygiene products, medications, and daily necessities directly to residents' doors with discreet packaging and monthly billing convenience.

    Following a strategic divestiture of its home health and hospice operations to HCA Healthcare (completed December 2023), Brookdale now focuses exclusively on senior living operations while maintaining its position as the industry's largest operator, committed to its mission of enriching lives with compassion, respect, excellence, and integrity.

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