Overall sentiment: Reviews for The Village of Westerville are predominantly positive, with recurring praise for the caregiving staff, food service, active community life and well-maintained outdoor spaces. Many reviewers characterize the community as homey, welcoming and peaceful, repeatedly citing kind, attentive and compassionate staff who go above and beyond. Specific staff members are frequently praised by name (for example, Mara and Jennifer), and several reviewers emphasize strong communication, coordination of care, and smooth move-ins. Positive reports cover a broad range of services including assisted living, memory support, hospice coordination, physical therapy, and respite stays.
Care quality and staff: The dominant theme is that direct care staff (nurses, aides, housekeeping, therapy providers) are caring, responsive and patient. Numerous accounts describe staff who know residents by name, provide emotional as well as medical care, and assist through difficult transitions (including end-of-life care). Many reviewers felt their loved ones were safe and well monitored, with staff that keep families informed. That said, there are recurring but less frequent notes of mixed staff quality — isolated reports of unfriendly or unprofessional employees, rushed interactions, and at least one report of poor responsiveness (delayed medication return). Staffing shortages are mentioned as causing delays for personal-care tasks (for example, assistance with restroom needs), which suggests variability in response times depending on staffing levels.
Management and organizational issues: Reviews reflect two distinct impressions of management. Several reviewers praise executive management and note long-tenured administrative and service staff, while other reviewers highlight recent management turnover and express concern about changes under a new executive director (described by some as having poor people skills). Some reviewers specifically say programming was cut or activities diminished after management changes. Overall, there is a pattern: when leadership and long-standing staff are engaged, reviewers report high satisfaction; when there is turnover or perceived insensitivity from new management, reviewers report declines in attitude, programming and responsiveness.
Facilities, maintenance and safety: The community’s grounds, landscaping, gardens, gazebo, raised beds and walking paths receive high marks and contribute strongly to residents’ quality of life. Common spaces — the welcoming lobby, family room with fireplace, dining room, and activity areas — are often described as comfortable and attractive. At the same time, multiple maintenance and safety concerns appear in the reviews. Notably, there are reports of an out-of-order elevator, malfunctioning chair lift and an escalated safety concern around evacuating second-floor residents in an emergency. Reviewers also mentioned second-floor residents being excluded from some activities and treats because of equipment failures. A back-ordered replacement part is explicitly named as delaying repairs, and renovations on older independent living apartments are described as slow. An odor in the main common area was reported by more than one reviewer and said to have not been thoroughly investigated in some instances. These items indicate the facility can experience intermittent but important operational and maintenance challenges that affect resident convenience and perceived safety.
Dining and housekeeping: Dining is one of the most frequently praised aspects of the community. Multiple reviewers highlight an experienced head chef (20+ years), healthy and varied chef-prepared meals, plentiful portions, and a cafeteria/dining area that some liken to a hotel experience. Specific favorites like breakfast and dessert selections are repeatedly mentioned. That said, isolated criticisms include overcooked or hard-to-chew items, cold meals on occasion, and comments that dessert selection can be sugar-heavy. Housekeeping is generally seen as good — common areas are consistently described as clean — but apartment maid service is reported as inconsistent by some residents and families.
Activities and social life: A strength of The Village of Westerville is its active calendar: live music, exercise, games, arts & crafts, holiday events, outings, and field trips are commonly cited. Residents are described as thriving socially, with many opportunities to join groups (euchre, dominoes, singing) and attend events. Some reviewers, however, felt there was insufficient programming tailored to cognitively impaired residents, and a few noted reduced programming or fewer activities during periods of management change or staffing challenges. Participation levels appear high in many accounts, though some reviewers who were newer or stayed a short time observed less activity than they expected.
Value, location and amenities: The community is often described as offering excellent value — fair pricing for the services and amenities included (meals, cleaning, transportation, activities). The location is central and pleasant, with natural settings and accessible outdoor seating. Amenities such as a beauty salon, library, craft room, physical therapy, workout space, transportation and a mini-mall area are appreciated. The community’s pet-friendly policy and memory-supportive options are additional positives. On the downside, a few reviewers noted no Medicaid waiver acceptance, perceived higher cost for some prospective residents, waitlists, and limited apartment size or dated décor in some independent living units.
Patterns and recommendations: The reviews form a clear pattern of strong frontline caregiving and excellent dining and social opportunities balanced against intermittent operational, management and maintenance issues. If you value compassionate staff, chef-driven dining, engaging activities and attractive outdoor spaces, many reviewers consider The Village of Westerville an excellent choice. However, prospective residents and families should directly inquire about current elevator and lift status, maintenance timelines, staffing ratios (especially overnight), the status of recent management changes, and policies for second-floor access to activities and emergency evacuation plans. Ask for recent references, a current activities participation report, and clarification on housekeeping schedules and any extra fees. Overall, the community earns high marks for care culture and quality of life but shows some operational and managerial inconsistencies that are important to verify during touring and decision-making.
