Overall impression Montage Mason elicits a generally favorable but mixed set of impressions. A large number of reviews praise the physical campus and many day-to-day experiences: reviewers repeatedly describe the building as beautiful, modern, bright and hotel-like, with state-of-the-art apartments and pleasant common spaces (theater, library, gym, outdoor garden and walking paths). Dining and activities are often singled out as strengths — chef-driven, home-style meals with a varied menu, hot breakfasts kept warm, and a busy, inclusive activities calendar that many families and residents find engaging. On-site rehabilitation services (OT/PT) and demonstrable therapy progress are another common positive: several reviewers attribute meaningful functional improvement to the facility’s therapy programs.
Care quality and staff Feedback on staff and care is more nuanced. Many family members report that nurses, aides and activities staff are caring, patient, communicative and willing to go above and beyond — specific employees and program leaders (e.g., Kelly in memory care, Ali/Alli, Stephanie Parker, Olivia) receive repeated praise for leadership and responsiveness. Move-in coordination and personalized onboarding are frequently noted as smooth and supportive, and several reviewers emphasize timely updates to families (including use of an app for activity updates). That said, there is a clear and recurring concern about staffing consistency and training: multiple reviews mention reliance on temporary agency staff, mixed quality among individual caregivers, and occasions when staff appeared overwhelmed. These operational issues are frequently tied to medication errors, missed or late medications, and variability in routine care quality.
Memory care, safety and incidents Memory care reviews are highly polarized. Some families report excellent memory-care leadership, rich programming and sensitive care; others report understaffing, inconsistent bedtime/evening routines, and limited memory-unit activities. Several reviewers explicitly warn that Montage Mason is not appropriate for residents with severe dementia or significant behavioral challenges — there are specific accounts of residents kicking staff during care, staff being unprepared for severe behaviors, and a few alarming incidents (residents left unclean, urine-soaked clothing, staff yelling). Infection control and safety also arise as issues in some reviews: reported COVID outbreaks and perceived lax enforcement of masking, plus isolated but serious allegations of negligence. These points suggest that while memory care can be very good under certain staff and leadership, it can also be fragile and sensitive to staffing or management changes.
Cleanliness, housekeeping and amenities Cleanliness receives generally positive marks across many reviews — weekly housecleaning and regular bedding changes are noted — and the facility’s modern design and communal spaces are often praised. Contradicting those positive accounts, several reviewers describe inconsistent housekeeping performance, rooms left filthy after care episodes, laundry delays, and episodic poor room maintenance. These inconsistent reports indicate that while the facility’s baseline is clean and attractive, execution can vary considerably depending on staffing, shift, or recent operational changes.
Management, sales and organizational changes A frequent theme is a disconnect between sales/marketing promises and lived experience. Some families describe heavy sales pressure, confusing or changing pricing, and perceived overpromising by admissions staff. Multiple reviewers also identify a decline in service quality after the facility’s acquisition by Anthology — specifically, more reliance on temp staff, medication delivery problems, rude or harsh staff behavior, and a perceived drop in cleanliness and attention. Reviews are split on management responsiveness: many families commend specific managers and directors for excellent communication and problem-solving, but others report slow responses, unresponsiveness from leadership, billing disputes and difficulty getting help finding new placements when care needs changed.
Dining and activities detail Dining and programming are consistent strengths. Numerous reviewers mention delicious, homemade-style meals, multiple entrée choices, and an appealing dining room experience. Activities are described as frequent and varied — arts and crafts, trips, bingo, happy hours, simulators, puzzles and outings — and the activities team is often singled out for making residents feel included and engaged. Memory-care activities, however, are sometimes reported as lacking or inconsistent, which aligns with broader concerns about staffing and specialized programming in that unit.
Patterns and recommendations for prospective families The dominant pattern is a facility with strong physical assets, appealing amenities, and many dedicated, compassionate employees that provide very positive experiences for many residents — particularly for short-term rehab/therapy stays and for assisted living residents who do not require very high levels of behavioral management. Counterbalancing those strengths are recurring operational weaknesses: staffing shortages, temporary staff use, medication errors, inconsistent housekeeping, and occasional management or communication breakdowns. These issues are frequently amplified in the memory care unit and in accounts following organizational changes (acquisition by Anthology).
If considering Montage Mason, prospective families should weigh the consistently praised amenities, therapy services, dining and many instances of excellent staff care against the repeated operational concerns documented in these reviews. Practical steps to assess fit include: visiting multiple times and at different hours (including evenings), asking specific questions about permanent staff-to-resident ratios and use of agency staff, inquiring about medication management protocols and error-tracking, checking housekeeping frequency and turn-over practices, probing memory-care staffing and programming specifics (including evening/bedtime routines), verifying infection-control practices and mask/visitation policies, and getting promises in writing about billing and move-out procedures. For residents with severe dementia or significant behavioral issues, the reviews suggest seeking a dedicated memory-care facility with robust behavioral expertise rather than a memory wing option.
Bottom line Montage Mason is frequently described as a beautiful, modern community with excellent dining, a robust activities program, and many caring staff who provide standout service; it can be an excellent fit for many assisted living and rehab needs. However, repeated reports of staffing gaps, medication errors, inconsistent housekeeping, management variances and mixed memory-care experiences create material concerns that warrant careful, specific vetting before admission, especially for residents with higher acuity or behavioral needs.
