Overall sentiment in the reviews for Horizons at Canandaigua is mixed and polarized: a substantial number of reviewers describe the community as caring, social, and well-appointed with good clinical support, while other reviewers recount serious operational and management failures including eviction-style discharges and sanitation concerns. The facility appears to offer a strong baseline of on-site medical and support services, but there are recurring and significant red flags that prospective residents and families should investigate further.
Care quality and clinical services: Many reviewers praise the direct care staff as compassionate and attentive, and several families reported regular nursing communication, on-site physician visits, and effective care meetings. The availability of PT and OT and on-site medical oversight are important positives that several reviewers highlighted. Medication management, housekeeping, and laundry being included were also noted as valued services. However, multiple reviews describe short-staffing and situations where the facility refused readmission after hospitalization or a fall — often with a 30-day move-out notice — which is a serious pattern. There are repeated reports that promises regarding readmission or care continuity were not honored, indicating inconsistent application of policy and potential lapses in clinical decision-making or capacity during staffing shortages.
Staff and management: Reviewer experiences with staff and administration are inconsistent. Several reviewers singled out the director and administrative staff as responsive, friendly, and going "above and beyond," and some families found staff to be professional and reliable. Conversely, other reviewers described rude or unprofessional behavior (including specific mention of a staff member named Val), poor phone assistance, and a lack of respect toward visitors. Management practices are a notable concern: multiple accounts describe abrupt discharges, refusal to readmit after hospitalization, and perceived broken promises — all suggesting problems in leadership, communication, or policy enforcement. The contrast between reports of strong leadership and praise for specific staff members versus allegations of eviction and mismanagement is a key theme.
Facilities, cleanliness, and safety: Many reviewers describe the building as well-maintained, clean, and nicely appointed, with pleasant common areas and a generally cheerful atmosphere. At the same time, there are explicit and serious sanitation complaints from other reviewers, including reports of dirty rooms and even bed bugs. This stark conflict suggests inconsistency in housekeeping or that issues have occurred intermittently and not been uniformly resolved. Safety concerns are amplified by reports of occasional falls, decline in driving ability among residents, and the troubling pattern of refused readmissions after falls or hospitalizations. Prospective families should ask specifically about recent inspections, pest control history, staffing levels for overnight and post-hospital care, and the facility’s readmission policy after acute care episodes.
Dining and activities: The community receives repeated praise for its activity calendar, social opportunities, outings (bus trips and grocery trips), and a convivial dining atmosphere (some mention wine availability and resident socialization). Meals are included and several reviewers appreciated accommodations for dietary restrictions (including diabetic meal modifications). Nonetheless, there are multiple complaints about meal quality — cold food, limited variety, or menu dissatisfaction — which suggests variability in kitchen performance or serving practices. The presence of a set menu with alternatives and support for special diets is positive, but quality control merits attention during a tour.
Policies, cost, and logistics: Reviews note that many services are included (meals, laundry, housekeeping, med management) and that pricing is comparable for some, while others feel the cost is too high for the value received. The community appears to offer rooms rather than apartment-style units, which may be important for those seeking independent-style accommodations. Transportation is available for outings, but there is no free transportation for personal needs reported. Useful administrative notes mentioned by reviewers include assistance with veterans benefits (possible retroactive refund) and suggestions about irrevocable trust/burial planning. Some reviewers appreciated quick move-in availability and proximity details (about 20 minutes to Lima).
Patterns and notable red flags: The most concerning recurring pattern is multiple independent accounts claiming that residents were discharged or refused readmission following hospitalization or falls, often with short deadlines (30 days) to move out. These reports appear repeatedly across summaries and are the single strongest negative trend. Also important are conflicting reports about cleanliness (including a bed bug allegation) and staff professionalism. The combination of alleged eviction practices, short staffing, and sanitation problems represent significant issues that could affect safety and continuity of care.
Recommendations for prospective residents/families: Given the mixed reviews, families should perform targeted due diligence: (1) Ask to see the facility’s written readmission policy after hospital stays and how they handle post-acute care needs; (2) Inquire about current staffing ratios, turnover, and how short-staffing is managed; (3) Request recent inspection reports, pest control records, and examples of how cleanliness concerns are remediated; (4) Taste a meal and ask about menu rotation, temperature control, and accommodation for special diets; (5) Confirm contract terms about eviction, 30-day notices, and conditions that could lead to discharge; (6) Meet the director and nursing leadership and ask for references from current families; (7) Verify availability and cost of transportation and room types if an apartment-style unit is desired.
Conclusion: Horizons at Canandaigua offers many strengths — caring direct caregivers, on-site medical and therapy services, an active social environment, and many included services — that make it a good fit for families seeking clinical support and engagement. However, the recurring, serious complaints about readmission policies, short-staffing, management practices, and inconsistent sanitation raise important concerns. The community could be an excellent choice for some residents, but prospective families should conduct careful, specific inquiries to clarify the facility’s handling of hospital transitions, staffing sufficiency, infection/pest control, and formal admission/discharge policies before committing.
