Overall sentiment in the reviews is highly polarized and inconsistent: a substantial number of reviewers praise individual caregivers, specific nurses and aides, and parts of the facility, while an equally substantial (and in many cases very serious) set of complaints describe neglect, safety failures, theft, and administrative dysfunction. The pattern is not one of mild, uniform complaints but rather of sharp contrasts — many families report compassionate, attentive staff and a pleasant living environment, while others report dangerous lapses in care that resulted in medical complications, infections, or even death.
Care quality: The strongest theme is inconsistency in care. Numerous reviews describe caring, attentive nursing staff and aides who communicate well with families and who provide daily updates and compassionate end-of-life care. Conversely, many other reviewers report chronic understaffing, long response times to call lights, missed medications, infrequent personal care (showers, dressing assistance), and episodes of serious clinical mismanagement (reports of sepsis, feeding-tube mismanagement, internal bleeding, catheter infections, falls and delays that led to hospitalization). Several families explicitly described instances they believe constituted medical neglect and malpractice. These reports indicate that resident safety and clinical reliability appear to vary dramatically by unit, shift, or even individual staff members.
Staffing and personnel: Staffing levels and staff behavior are central recurring issues. Positive reviews single out individual employees by name (Alex, Jeanette, Travis Moore) and praise the compassion and skill of many aides and nurses. Negative reports emphasize high turnover, overworked staff, a limited number of employees on duty (examples: only three staff on a shift), and unprofessional or rude management. There are multiple reports of administrators or social workers being dismissive, unhelpful, or obstructive when families tried to coordinate care or transfer residents, along with allegations that many good employees have left due to moral conflicts with management practices.
Facilities and maintenance: Comments about the physical facility are also mixed. Several residents appreciate roomy apartments with kitchenettes, walk-in showers, ample storage, and a generally resort-style atmosphere in some areas. At the same time, multiple reviewers describe dated, dark, and depressing rooms, urine odors in common areas, sticky or dirty floors, pests, and maintenance failures (apartment flooding, air conditioning outages, broken lights, hanging outlets). Some families noted renovations and improvements underway after a change in ownership (Majestic Care acquisition), but others say the ownership change coincided with a decline in care and service.
Dining and housekeeping: Dining reviews are split. Some reviews praise three-course meals and friendly kitchen staff; others describe cold, poor-quality food, limited menu variety, missed breakfasts, and residents going days without eating according to family reports. Housekeeping and laundry likewise show variability: while housekeeping is listed as an available service, many reviews point to clothing misplacements, charged laundry fees, long dryer times, and lost or swapped clothing items.
Activities and programming: The facility appears to offer structured activities, from TV rooms and group games to planned physical therapy spaces and memory-care programming in “The Bridge.” Several reviews commend the activity program and friendly drivers. Nevertheless, reviewers also report that programming can be inconsistent or cancelled (for example due to outbreaks), and that advertised amenities or planned features are sometimes incomplete or in transition.
Safety, security, and administration: A strong and worrying theme is failure of administrative systems: unreturned calls or emails, billing errors and unexpected fees, inability to reach staff in emergencies, and reports of stolen valuables and medications. Some families detail items missing at discharge (hearing aids, glasses), monetary theft, or pills and jewelry that went missing — serious issues for safety and trust. Multiple reviewers recommend exercising extreme caution, filing complaints, or avoiding the facility altogether. Several reviews mention reports to state agencies and potential legal actions.
Patterns and likely causes: Taken together, the reviews suggest the facility’s experience is highly dependent on staffing levels, specific personnel, and the unit or shift. Positive experiences cluster around teams and employees who are described as hardworking and compassionate, whereas negative experiences tend to cluster around administrative failures, understaffed shifts, or post-ownership-change problems. This variability indicates that while parts of the facility can function well, systemic issues (staffing, management, billing, maintenance) create real and sometimes dangerous risks.
What families should consider: Given the frequency and severity of negative reports, prospective residents and families should perform in-person visits at different times of day and different shifts, ask directly about staffing ratios, medication administration schedules, recent incidents/complaints, and infection-control history. Verify billing and laundry policies in writing, inventory and photograph personal items at move-in and discharge, request names of consistent point-of-contact staff, and consider obtaining power of attorney or written escalation procedures to protect a vulnerable resident. Check state inspection reports and complaint histories, and seek references from current resident families if possible.
Bottom line: Majestic Care of Middletown receives many strong endorsements for individual caregivers and certain amenities, but the reviews contain a large number of serious, specific, and sometimes alarming complaints about neglect, inadequate staffing, safety incidents, theft, maintenance failures, and poor administration. The facility appears capable of good care in specific circumstances, but the variability and severity of negative reports indicate elevated risk. Families should be cautious, do thorough due diligence, and monitor care closely if choosing this facility.
