Overall sentiment across the reviews for Regency at Hualalai is strongly mixed, with a clear split between reviewers who praise the facility’s environment, food, activities, and many individual staff members, and reviewers who report serious problems with care consistency, administration, billing, and the memory care unit. Positive reports consistently highlight a modern, upscale facility with hotel-like ambiance, scenic views, strong amenities (pool, water aerobics, exercise areas, barber shop), and a robust activities program that improves residents’ socialization and mood. Several reviewers emphasize excellent dining—naming the chef and describing meals and themed events as highlights—and note that the building and apartments are clean, attractive, and well-maintained in many areas. The facility’s location and perceived value (some said it was significantly cheaper than alternatives) are also recurring positives.
Despite these strengths, there are persistent concerns around operations, care delivery, and management. Multiple reviews point to inconsistent care services and staff communication: specific issues include slow nurse response times, care plans not being carried through, and frontline staff failing to communicate changes or follow-up. While some reviewers singled out individual clinical staff (e.g., a head nurse or medication giver) for strong communication and care, others described the opposite experience—poor coordination and responsiveness. High staff turnover is noted and appears to contribute to variability in care quality.
A major recurring theme is billing and fees. Several reviewers reported being double charged, facing constant upcharges, being billed for all meals regardless of consumption, and paying for extra services such as daily meal delivery or a medication dispensing fee even when those services were not used or were unsatisfactory. These financial concerns are tied to broader complaints about administrative responsiveness: reviewers describe slow responses to requests, false promises, and difficulty resolving billing disputes, which contribute to an overall perception of the facility as a "money drain" for some families.
The memory care unit emerges as the most troubling and consistent area of negative feedback. Multiple reviewers characterize it as “horrific,” describing strong odors (chemicals, urine, feces), extremely small and poorly ventilated rooms with depressing colors and a jail-like feel, and reports of residents being oversedated or sleeping heavily. There are also alarming allegations—reported by some reviewers—of abuse, theft, police involvement, and residents being kicked out or selectively admitted, which, if accurate, represent severe safety and ethical concerns. Safety issues related to wandering and insufficient staff attention in memory care were also specifically mentioned, raising questions about suitability for residents with higher supervision needs.
Housekeeping and maintenance seem uneven: while many reviewers praise immaculate common spaces and tidy apartments, others report sloppy housekeeping in some units, with dirty toilets, wet floors, and lack of basic supplies such as toilet tissue. These discrepancies suggest variable performance depending on the unit, shift, or staff on duty.
Activities and social programming receive both praise and criticism. Numerous reviewers celebrate a full calendar of musical events, themed lunches, dancing, and water aerobics that keep residents engaged and socially active. Conversely, some reviewers say activities are not actively encouraged or that participation is low, indicating inconsistent promotion or facilitation of programs across the community.
In summary, Regency at Hualalai appears to provide a high-quality physical environment, appealing amenities, and strong food and social programming in many parts of the community, with many staff members and specific clinical personnel receiving praise. However, these positives are offset for some residents and families by significant operational shortcomings: inconsistent care and communication, troubling reports from memory care, housekeeping lapses in certain areas, problematic billing practices, and administrative unresponsiveness. Prospective residents and families should weigh the repeatedly praised amenities and lifestyle benefits against the documented concerns—especially for anyone considering memory care or requiring higher levels of medical oversight. If considering Regency, ask for up-to-date references, inspect the memory care unit in person, verify billing practices and included services in writing, and request specific information on staffing levels, turnover, and incident handling to clarify how the facility addresses the serious issues raised by multiple reviewers.
