Overall sentiment about Trustwell Living at Cherryvale Place is mixed but leans positive in quantity: a substantial proportion of reviewers praise the facility's cleanliness, pleasant decor, and wide array of amenities. Many families and residents highlight friendly and attentive frontline staff, especially certain CNAs, nurses and activity aides who know residents by name, encourage engagement, and help residents improve mobility and mood. Memory care services receive frequent positive mention — with several reviewers specifically saying memory care staff are caring, patient and consistent. Admissions and intake processes are often described as efficient and helpful, and the community offers many amenity features (salon, pool, gym, movie room, dining room, outings) that attract favorable comments. Multiple reviewers report good therapy/rehab outcomes, hospice support when needed, and an environment that provides safety and improved wellbeing for many residents.
However, there is a significant and recurring set of concerns that create a polarized impression. A consistent theme is variability: while some shifts and employees are described as exceptional, others are noted as inattentive, unprofessional or even rude (receptionists and certain CNAs are specifically called out in some reviews). Staffing levels and turnover are a frequent complaint — reviewers note that understaffing leads to slow response times to call lights, missed services, and reduced one-on-one attention. Several reviews report serious lapses in care (failure to respond to calls, missed feeding/hydration, dangerously low vitals not followed up, possessions packed in trash bags, missing valuables) and isolated but severe incidents that resulted in hospitalizations or family interventions. These incidents raise safety and trust concerns for prospective residents and families. Security lapses (unlocked doors, wandering risk) and allegations of theft or missing items, while not universal, are serious flags echoed across multiple reports.
Dining and activities show similar contradictory patterns. Many reviewers praise the dining experience — restaurant-style service, full menus, good substitutions, and social dining. Other reviewers, however, describe meals as declining in quality, lacking special-diet options (diabetic/low-sodium), or simply subpar. A few reviews indicate improvements after staffing or chef changes, suggesting food quality may fluctuate with turnover. Activities are plentiful in many accounts (arts and crafts, outings, games, salon services, structured programming), and contribute to resident satisfaction, but other reviewers report limited programming, low resident engagement, or activity director shortcomings — sometimes blamed on COVID restrictions and sometimes on staffing or planning gaps.
Management and change-over themes appear often. Some reviewers observe improvement under new management and a renewed focus on decor and service; others report a decline following ownership or management changes, citing worse food, staff turnover, leaks and reduced care quality. Communication from management to families is uneven — while some families praise timely updates and nurse-family communication, others describe difficulty reaching management, inconsistent follow-up, and poor coordination of care. Billing and value are mixed: some appreciate predictable all-inclusive pricing and feel the community offers good value compared with peers, while others note high costs, rate increases, and lack of Medicaid acceptance as significant drawbacks.
Facility features themselves are frequently lauded: overall cleanliness, modern and well-kept public spaces, secured memory care areas, and many shared amenities. Still, repeated mentions of localized cleanliness problems (stains, dried urine in bathrooms, soiled rooms) indicate quality control issues in specific cases. Safety during COVID was highlighted positively by several families, though restrictive visitation policies created feelings of isolation for some residents. Notably, reviews often describe marked differences between day and night shift performance and between individual staff members — prospective families should expect variability and may want to ask about staffing ratios, overnight coverage, and recent staffing changes.
In sum, Cherryvale Place earns many strong endorsements for its staff members, environment, amenities and memory care capabilities, and many residents and families express gratitude and recommend the community. At the same time, recurring reports of inconsistent staffing, communication problems, occasional neglectful incidents, security concerns and fluctuating food/activity quality create nontrivial caveats. Key patterns to probe further during a tour or conversation with management include: current staffing levels and turnover rates; night shift and weekend care quality; examples of how management addresses missed care or safety incidents; security protocols for doors and possessions; dietary accommodations for diabetes/low-sodium needs; and recent changes in ownership or leadership that might explain reported variability. Those considering Cherryvale Place should weigh the many positive testimonials about staff and amenities against documented instances of serious lapses, and seek up-to-date, concrete answers from leadership before deciding.
