Overall sentiment: The reviews for Trustwell Living at Urbana Place are strongly positive overall, with a dominant theme of caring, attentive staff and a clean, home-like environment. A large majority of reviewers praise the personal attention residents receive, the friendliness and responsiveness of staff, and the facility’s cleanliness and well-kept common and private areas. Many families explicitly state that the staff "treat residents like family," provide peace of mind, and are available and helpful through move-in and ongoing care.
Care quality and staff: Consistently across the reviews, reviewers highlight exceptional caregiving, competent nurses and therapists, and a staff culture that is compassionate and resident-focused. Specific mentions include hands-on help during medical issues, hospice coordination, routine safety checks, and staff who know residents by name. Several reviewers emphasize that staff go above and beyond — assisting with moves, following up after health events, arranging outings, and facilitating community service visits — which fosters trust and gratitude. Low staff turnover and visible staff–resident relationships are noted by multiple families as evidence of stable, high-quality care.
Facilities, cleanliness, and layout: Urbana Place is repeatedly described as spotless, well-maintained, and homey. Reviewers praise both public areas (dining room, sunroom, courtyard, fireplace area) and private rooms, noting brand-new rooms and multiple room-size options. The home-like layout, separate living room and bedroom in some suites, and in-room kitchenettes are frequently cited as adding comfort and convenience. Amenities such as a beauty salon, Jacuzzi/spa, enclosed porches, big-screen TVs, and private/reserveable dining rooms for family events contribute to the facility’s positive physical environment.
Dining and amenities: Dining receives strong marks: reviewers mention a chef, varied menu options, good portion sizes, special dinners, and the availability of snacks. The dining area is described as warm, inviting, and spotless. Family-friendly features such as private dining rooms for events are singled out positively. Other amenities—including activities offerings, salon services, and comfortable communal spaces—reinforce reviewers’ impressions that Urbana Place supports both physical comfort and social life.
Activities and community life: Reviews consistently describe an active social calendar with musical entertainment, crafts, bingo, outings, exercise-type games (e.g., noodle ball), holiday activities, entertainers, and community-focused events (animal shelter visits, family nights). Many reviewers report that residents are engaged, make friends, play games, and look happy — creating a strong sense of community. The small-facility feel is often framed positively because staff know residents well and can personalize interactions and activities.
Operations, communication, and management: Although many reviews praise prompt follow-up calls and good family communication, there is a notable minority of reports describing operational issues. Several reviewers raise concerns about understaffing, poor communication between front-line staff and families, and occasional management unresponsiveness. A few serious allegations (for example, a resident being left wet in a chair or bed for hours) indicate lapses in care that reviewers regard as unacceptable. Others describe low staff morale or a perception that the facility can be "money-driven." These criticisms are less frequent than the positive comments but are significant because they relate to staffing levels, training, oversight, and management responsiveness.
Safety, infection control, and visitation: Many reviewers praise Urbana Place’s infection-control measures (noted specifically during COVID periods), the facility’s secure lock-down systems, and the visibility afforded by glass during restricted visitation. Safety is generally viewed positively; however, secure entry procedures produce mixed reactions—some families accept brief waits (e.g., a 30-second delay) as reasonable for security, while others report frustration with visitor entry logistics and occasional poor response when letting visitors in and out.
Cost and value: Multiple reviewers state that Urbana Place is more affordable than nursing homes and provide good value for the level of care and amenities. Affordability combined with a high level of personal attention is a recurring reason families choose Urbana Place over other options.
Patterns and recommendations for prospective families: The overall pattern is strong—empathic, involved caregivers; a clean, comfortable setting; good dining and activities; and a community-oriented culture. However, the repeated concerns about staffing levels and a few serious neglect reports suggest prospective residents and families should ask specific questions during tours: inquire about current staffing ratios, how the facility handles peak-care times and night coverage, examples of staff training and oversight, complaint escalation processes, and how management communicates with families. Also inquire about visitation policies and how secure-entry procedures are managed to minimize delays for visitors.
Bottom line: Trustwell Living at Urbana Place receives widespread praise for its caregiving culture, cleanliness, homelike environment, active community life, and value. Most reviewers would highly recommend the facility and report positive long-term experiences. A minority of reviewers report operational concerns—mainly understaffing, communication breakdowns, and a few care lapses—that prospective families should evaluate directly during a visit. Overall, Urbana Place appears to deliver strong day-to-day resident life and support, with the caveat that staffing and management responsiveness are areas to probe when considering residency.
