Overall sentiment across the reviews is strongly mixed: The Lakes at Stillwater is consistently praised for its physical environment, amenities, and some frontline staff, yet repeatedly criticized for systemic care and management problems that significantly affect residents’ daily experience. Many reviewers repeatedly emphasize the facility’s beauty — a modern, lodge-like building set on well-groomed grounds with scenic walking trails, cozy and attractive common spaces, an on-site restaurant and café, and a wide array of activities including faith-based programs and specialty offerings (notably Rock Steady Boxing). For numerous families and residents the initial impressions are very positive: apartments and model units look good, dining and café options are enjoyed, maintenance is responsive, and some caregivers are described as warm, caring, and going the extra mile. Independent living options and robust programming contribute to what some describe as a “country club” or five-star hotel vibe.
However, those positive impressions sit alongside frequent and serious operational concerns. A dominant theme is chronic understaffing and high turnover — especially among nursing leadership — which multiple reviewers explicitly link to declines in day-to-day care. Several accounts describe direct care being delivered by unlicensed or inexperienced aides, frequent changes in Directors of Nursing, and leadership that is perceived as dismissive or untrustworthy. These workforce problems are reported to produce inconsistent care: while a subset of CNAs and staff receive praise, others are described as uncaring or even rude. Specific, alarming incidents were reported: falls with delayed aid (call buttons unanswered for long periods), residents left in soiled pajamas, extended periods without showers (one claim of 52 days), and alleged theft and abuse. Reviewers also allege that some incidents were not properly reported to police or handled transparently.
Memory care emerges as another focal area of concern. Several reviewers say that memory-care services (Pearls of Life Memory Care) are misaligned with residents’ needs and that marketing materials do not match on-the-ground reality. Complaints include medicating residents as a default response, transferring residents into memory care without clear diagnoses, inadequate training for dementia care, and family members needing to hire private licensed aides to obtain acceptable levels of hands-on care. These issues, combined with reported infection control lapses (soiled clothing, hygiene problems), amplify worries about safety and quality for residents with higher care needs.
Administrative issues compound the picture. There are multiple reports of billing disorganization: random charges, repeated overcharging, and difficulty getting refunds for unused services. Some reviewers claim corrupt or unfair financial practices and attribute price increases to excessive or unexplained charges even when care needs stay the same. Communication failures are frequently mentioned — from head nurses who fail to relay necessary information, to management that is described as power-hungry, dismissive, or rude when concerns are raised. Several reviews cite poor responsiveness when arranging medical appointments or following up after hospital stays.
Dining and activities receive generally positive but mixed feedback. Many reviewers enjoy the dining room, cafe offerings, and family-style meals; food quality is described from average to good and is often noted as better than room delivery. Pandemic-era limitations (reduced meal service to lunch only, restricted dining) were pointed out and in some cases blamed for diminished experience. Activities programming — including faith-based services, classes, outdoor amphitheater events, and seasonal activities — is frequently cited as a strong point that contributes to community life and resident engagement.
Taken together, the reviews describe a polarizing institution: excellent physical plant and amenities combined with uneven, sometimes troubling care quality largely driven by staffing shortages and unstable leadership. Positive experiences tend to cluster around maintenance, hospitality, dining, and specific caregivers or departments; negative experiences cluster around nursing leadership, memory-care adequacy, hygiene and infection control, incident handling, billing, and communication. The pattern suggests systemic managerial and staffing weaknesses that undermine the otherwise strong environmental and programmatic assets of the campus.
For prospective residents or families considering The Lakes at Stillwater, the reviews indicate it is critical to independently verify current staffing levels and turnover, ask for written policies on incident reporting and billing, tour the actual memory care neighborhood during active hours, request references from current family members or residents in similar care levels, and clarify how the community handles medical appointments, infection control, and supervision after hours. The facility demonstrates clear strengths in facilities, amenities, and in pockets of strong caregiving, but persistent and recurring complaints about leadership, staffing, care consistency, and financial transparency are significant and should be investigated further before making placement decisions.
