Overall impression: The reviews of The Waters of Lebanon are highly polarized, with a large number of strongly positive comments about staff, cleanliness, rehabilitation services, and a well-kept, homelike environment, alongside a smaller but very serious set of negative reports describing safety risks, management dysfunction, and care-quality problems. Positive reviews frequently praise the frontline caregivers and rehabilitation staff, while negative reviews raise procedural and safety concerns that families should take seriously. The combination creates a mixed portrait in which many residents and families have very good experiences while others report alarming incidents.
Staff and care quality: Staff-related comments dominate the reviews and are the clearest point of division. Numerous reviewers describe the staff as caring, responsive, skilled, compassionate, and effective—citing teamwork, a supportive culture, and specific rehabilitation successes (including instances where staff helped someone regain the ability to walk). The facility also has a cited 5-star staffing rating on Medicare.gov, which supports the picture of well-staffed clinical care for many residents. Conversely, a distinct subset of reviews alleges staff negligence, inaction during safety incidents, and refusal to provide medical records. Several reports accuse staff of lying about treatments, denying patient needs, and mishandling paperwork. These negative accounts also include claims that staff or management falsely blamed residents and that a manager laughed when defending a resident—statements that suggest serious lapses in professionalism and trust for those affected.
Facilities and environment: Comments about the physical plant are also mixed. Multiple reviewers praise the facility as very clean, newly remodeled in places, and well maintained, and they specifically note a rehab gym and a homelike atmosphere. At the same time, other reviewers describe outdated decor (characterized as 1960s-era), warped floors and doors, old equipment, and even rust-colored water or ice—concrete physical defects that raise both comfort and safety concerns. Minor comfort issues such as flat pillows were also mentioned. The juxtaposition of “newly remodeled rooms” against reports of rust, warping, and dated decor suggests uneven maintenance or renovation that may vary by wing, unit, or timeframe.
Management and administrative issues: Management receives both praise and criticism. Some reviewers call out “best management” and say residents matter most, while others allege management indifference, gaslighting, and inaction. Specific administrative complaints include mishandled paperwork, refusal to share medical records, and denials of care needs. These administrative accusations are among the most actionable concerns because they affect legal, medical, and safety outcomes for residents. Positive comments about management and culture indicate it can function well in many cases, but the negative reports describe behaviors that undermine trust and could be indicators of systemic issues if verified.
Rehabilitation and activities: Rehabilitation services and activities are commonly praised. Several reviewers cite successful rehab stays and compare outcomes favorably to other facilities, noting staff who helped residents return to greater independence. Community involvement and activity programming earn compliments as well, contributing to positive reports of a homelike, engaged community for many residents.
Patterns and recommendations for families: The major pattern is clear: many reviewers have very positive experiences centered on compassionate staff, cleanliness, and effective rehab, while a smaller but critical minority report serious safety, administrative, and professional failures. Because of this polarization, prospective residents and families should treat reviews as signals to verify specifics in person. Recommended steps based on the review content: tour multiple parts of the building (check rooms, common areas, water/ice sources, and rehab spaces), speak with current residents and families about consistency of care, request documentation and examples of incident reporting and how paperwork/medical records are handled, confirm staffing levels and ask about recent complaints and resolutions, and ask to meet unit managers and rehabilitation staff. The facility’s 5-star Medicare staffing rating and the many positive staff reports are strong positives, but the allegations around safety, management behavior, and record access are significant and warrant direct investigation before making placement decisions.
