Overall sentiment across the reviews for Willows of Arbor Lakes is mixed but leans toward appreciation for core staff and facility quality, tempered by recurring concerns about consistency in care and staffing. Many reviewers highlight standout employees and nursing leadership — particularly the Director of Nursing, Katrice — who are praised as attentive, communicative, and responsible for positive clinical outcomes (including successful post-operative recoveries). Multiple accounts describe life-saving or high-quality nursing care, good communication with families, and a sense of safety and calm for residents under attentive staff. Long-term staff members and dedicated caregivers are mentioned frequently, and several reviewers explicitly recommend the community based on these strengths.
Facility and amenities receive generally positive comments. The building is described as clean, modern, and well-maintained with a beautiful lobby, well-kept grounds, and pleasant outdoor spaces such as gardens and patios. Apartments are reported as spacious and bright, with some offering kitchenettes or in-room stoves (though stove use is restricted for safety). Common-area amenities like community rooms, libraries, and exercise spaces are noted, and security features (locked doors) contribute to a sense of resident safety. Housekeeping and general cleanliness are praised in several reviews.
Dining and hospitality are areas of strength for many residents: several reviewers commend the high-quality, well-balanced meals presented in a restaurant-style fashion, and remark that food looks appealing. Salon services and attentive housekeeping are also called out positively. At the same time, food quality is not universally praised — a subset of reviewers called meals poor and reported meal-time issues — so dining experiences appear variable depending on individual expectations or shifts.
Activities and social programming receive both strong praise and notable criticism. Multiple reviewers describe engaging activities, live music, personalized options, two activity directors, and enthusiastic programming led by staff members such as Shelly. Garden access, bingo, card games, and social groups are listed as meaningful opportunities for resident engagement. Conversely, other reviewers—especially those commenting on the memory-care unit—report a lack of stimulation, infrequent activities, and that the recreation staff are limited by resident abilities or staffing constraints. This split suggests activities quality may depend on staffing levels, resident mix, or expectations.
Staffing consistency and resident care are the clearest areas of concern. While many staff members are praised as patient and kind, there are multiple reports of neglectful or uncompassionate behavior: basic hygiene assistance not provided (e.g., not wiping a resident’s face or brushing teeth), infrequent linen changes, pushy or rude staff interactions, and instances where family members were yelled at. Several reviews mention the facility being short-staffed, which correlates with delayed assistance (examples include 15-minute waits for help or difficulty locating staff), unmet paid-for services, and fewer activity options. There are also conflicting accounts about management responsiveness — some reviewers applaud strong leadership (including the Southview team), while others say management was unwilling to remove problem employees.
Safety, policies, and operational concerns also surface. Reported safety items include locked doors for security and, separately, troubling accounts like residents locked in rooms or stoves disconnected without clear communication. One recurrent theme is inconsistent policy communication around COVID outbreak notices and visitation rules, which created confusion for families. Mobility issues are mentioned with regard to the facility layout (long carpeted hallways), which could be a barrier for some residents. Cost is another factor: the monthly price point is described as relatively high (one reviewer noted more than $6,000/month), and at least one reviewer felt they were not getting services commensurate with that cost.
In summary, Willows of Arbor Lakes presents as a well-appointed, generally clean and secure community with strong leadership and several highly praised staff members who provide excellent clinical care and family communication. Its strengths are particularly evident in nursing leadership, dedicated caregivers, attractive facilities, and robust dining and activity programming in some units. However, there are consistent. and significant concerns around staffing consistency, occasional neglect or unkind behavior by some employees, variability in activity and memory-care engagement, occasional operational and safety complaints, and perceived high cost. Prospective families should weigh the positive testimonials about named staff and strong leaders against reports of inconsistent day-to-day care and consider visiting multiple times, asking about current staffing levels, memory-care programming specifics, incident response times, and written policies on safety and visitation to form a balanced impression.
