Overall sentiment across reviews of The Westland House is strongly polarized. A substantial number of families and residents praise the community for its clean, well-appointed facility, caring and friendly staff, and high-quality food. Many reviewers described bright, spacious studio apartments with kitchenettes, walk-in showers, private bathrooms and pleasant wooded views, and they highlighted safety features such as emergency pull cords. Positive comments also frequently cite useful on-site services — weekly doctor visits, therapy/physical therapy coordination, a beauty salon, activities (bingo, movie nights, church services, card games), and dementia-support options. Administrators and certain staff (several reviewers mention a manager named Chris and others like Wanda or April) are singled out for being responsive, helpful with finances or Medicaid, and proactive in solving problems. Renovations and cosmetic improvements have been noted as enhancing the facility’s appeal, and some families reported that their loved ones adjusted well, made friends, and were happy there.
Counterbalancing the positives is a substantial and recurring set of operational and care-quality concerns. The most serious themes involve inconsistent and sometimes negligent care: multiple reviewers reported medication errors, missed doses (including two months without meds in one report), incorrect insulin dosing, catheter/ostomy mishandling, and other clinical mistakes. Understaffing, high turnover, and a reliance on agency or inexperienced staff are repeatedly mentioned as root causes of missed care, poor cross-shift communication, and residents being left unattended (including overnight). Several accounts describe falls, hospitalizations, and inadequate supervision, and at least a few reviews document safety hazards such as flooded bathrooms, wet floors, and a toilet backup. These problems have led some families to state that The Westland House is not suitable for higher or more complex care needs.
Housekeeping, maintenance, and laundry are frequent flashpoints. While many reviews praise cleanliness, an equal number describe serious breakdowns in housekeeping: filthy rooms, stained carpets, offensive odors in hallways, pest problems (ants and allegations of bedbugs), and reports of feces or unclean beds in isolated but alarming incidents. Laundry delays and missing personal items are recurrent complaints; some families waited weeks for laundry to be returned or reported items gone. Maintenance issues — broken refrigerators, delayed plumbing repairs, elevators out of service, and prolonged unaddressed repairs — also appear in multiple reviews and often coincide with poor communication about timelines or lack of apology when problems occur.
Dining and activities receive mixed reviews. Numerous families rave about the food, calling it phenomenal or home-cooked with plentiful choices and family meal invitations, while others criticize slow service, limited meal choices, and menu textures unsuitable for residents with dental or swallowing issues. Some reviewers report that meal-of-the-day limitations or cafeteria-style service can be problematic. Activities are offered (bingo, movie nights, card games, church services), and some reviewers praise a lively social environment; other families describe bare-bones programming, an inconsistent activities director, or mostly television-based options, particularly when staffing is thin.
Management, communication, and billing are another major theme. Several reviewers commend specific administrators for quick responsiveness, transparent communication, and assistance securing funds or Medicaid. Conversely, many accounts accuse management or sales staff of misrepresentation — promises not kept about level of care or services, misleading advertising, high or hidden non-refundable move-in fees, problematic billing practices, and evasive or combative responses when issues are raised. There are also reports of serious allegations against staff (harassment, theft, HIPAA concerns) and descriptions of state investigations or write-ups; some families felt enforcement was light. A number of reviewers report being asked to perform or attend personal care tasks (e.g., assist with showers) because of staffing shortfalls.
A clear pattern emerges of uneven experience depending on timing, specific staff on duty, and the level of care required. For residents with lower, more independent needs, many families found The Westland House affordable, comfortable, and well-run, praising the staff, food, and environment. For residents needing higher levels of medical oversight, memory care, or consistent nursing attention, several reviews describe care falling short — clinical errors, poor supervision, and inadequate memory-care practices. Renovations and new ownership/management were cited by multiple reviewers as contributing to improvements in aesthetics and some operational areas, but problems with staff consistency, housekeeping, maintenance, and communication persist in many accounts.
In summary, The Westland House receives both strong endorsements and serious complaints. Strengths are its facility features (spacious studios, natural light, safety equipment), quality of meals for many residents, certain compassionate and responsive staff/administrators, on-site medical and therapy services, and affordability/Medicaid acceptance for some. Weaknesses are concentrated in inconsistent care delivery, medication and clinical errors, understaffing and turnover, housekeeping/maintenance failures, laundry and billing issues, and occasional alarming safety or abuse allegations. Prospective residents and families should weigh the community’s appealing physical environment and positive staff reports against recurring operational risks. For those needing mainly independent or assisted living with light medical needs, many reviewers recommend it; for those with complex medical or memory-care needs, several reviewers strongly advise caution and thorough, repeated vetting of staffing levels, clinical procedures, housekeeping standards, and written guarantees about services before committing.
