Overall sentiment: Reviews for Brookdale Zanesville are mixed but lean positive overall with strong, recurring praise for the caregiving staff, the community atmosphere, and the range of social activities. Many families and residents emphasize that staff are compassionate, attentive, and go above and beyond; several reviews single out managers and directors (including named staff such as Sarah V. / Sarah Vincenzo and Brandie) for being involved, responsive and reassuring. Multiple reviewers report that their loved ones became happier, more social, and safer after moving in, citing improved mood, increased activity participation, and attentive medical oversight. The community is often described as home-like rather than institutional, with opportunities for personalization of rooms and a sense of family among residents and staff.
Care quality and memory care: Care quality is a major theme with two distinct patterns. A large number of reviews praise memory-care programming: the closed wing, 24-hour supervision, dementia-specific activities and a safe environment are identified as a good fit for many residents with memory loss. Several families credit the staff and dementia programming with meaningful improvement in quality of life. Conversely, a smaller but significant subset of reviews report serious problems in care—especially in memory care—citing understaffing, unobserved falls, ER visits, inadequate responses from nurses, neglected hygiene (rashes, UTIs, lack of bathing), and general neglect. These negative reports often mention high staff-to-resident ratios, staff turnover, and a sense that cosmetic renovations did not address core caregiving deficits. The result is a polarized view: many find the memory-care unit excellent, while others have experienced or witnessed lapses with potentially serious consequences.
Staffing, turnover, and communication: One of the most consistent negative themes is staffing instability. Numerous reviews mention high turnover, transient aides, aides on phones, and aides paid low wages, and some allege dangerously high patient-to-aide ratios. Where management and leadership are active and communicative, families report weekly updates (Zoom during COVID), birthday events, and quick problem resolution; where leadership is perceived as deficient, families report poor follow-up, unresolved work orders, and plans to contact corporate or ombudsman. Thus, experiences often hinge on the unit-level staffing continuity and the particular leadership on duty. Several families praise specific staff members and administrators for proactive communication and visible involvement in residents’ lives.
Facilities, cleanliness, and accessibility: Reviews frequently describe the campus as clean, renovated, and pleasant—many mention new carpet, paint, roomy dining areas, and accessible common spaces like a walking trail and gazebo. The facility offers amenities such as a beauty salon, activity rooms, and pet-friendly outdoors. However, many reviews also raise cleanliness and maintenance concerns: reported issues include filthy rooms, smelly carpets, bathrooms not suited to mobility limitations, vents or water problems in dining, inconsistent room cleaning, and unresolved carpet cleaning work orders. Room size and layout are another recurring point: some residents and families find rooms comfortable and well appointed, while others note small rooms that are not ideal for couples or have mobility challenges.
Dining and food: Dining receives mixed but generally positive feedback. Numerous reviewers say the food is homestyle, with good variety, desserts, and friendly chef interaction. Activities centered around meals (social dining) are noted as beneficial. Still, food quality is described as inconsistent; a chef change was directly associated with several negative dining comments, complaints about limited healthy options, and some reviewers described “hot dogs” or poor-quality offerings. Snacking is often supplemented by family brought items, and transportation or dining-related costs (e.g., outings) may be extra.
Activities and social life: Activities are widely praised when present—church services, music, crafts, bingo, chair exercises, shopping and restaurant trips, entertainers, holiday events, outings, and volunteer opportunities are all mentioned. Some reviews emphasize an active calendar and a strong social scene; others note reduced participation (especially during COVID) or limited programming in certain units. Several reviews highlight improvement in activity programming after hiring a program director and praise good variety when staffing permits.
Management, policies and sales: The management picture is mixed. Multiple reviews commend proactive directors who host family updates, organize celebrations, and respond to concerns. Conversely, other reviews allege poor management communication, lack of follow-through on maintenance and housekeeping, intrusive marketing or pressure tactics during sales, and even regulatory concerns such as staff smoking inside and extremely high aide ratios. Visitor policies and locked-down protocols were noted by some families as restrictive, although others appreciated strict COVID measures that balanced safety with family visits.
Safety and regulatory concerns: Safety is another polarized area. Many reviewers feel the community is safe and secure, especially for memory-care residents, citing monitored wings and sensible COVID protocols. However, several serious safety complaints include multiple unobserved falls, inadequate nursing response, and hygiene-related medical problems. A handful of reviewers referenced potential state inspections or planned formal complaints. These safety and staffing complaints are consequential and should be considered seriously by prospective families.
Cost, access and logistics: Price and payment structure are important practical considerations. Multiple reviewers describe Brookdale Zanesville as expensive or out of budget for some families, and some noted it does not accept Medicaid (self-pay only). Discounts and seasonal promotions appeared in a few reports. Transportation for outings may be available but can cost extra; other logistical negatives include no receptionist at the entrance and visitor access policies during lockdown periods.
Patterns and recommendations for prospective families: Overall, most reviewers emphasize the human side—caring people, social life, tidy public spaces, and meaningful daily programming. Yet there is a recurring caution: the community experience can vary significantly depending on current staffing levels, unit leadership, and whether you are evaluating assisted living versus memory care. If considering Brookdale Zanesville, prospective families should (1) tour multiple units including the memory-care wing, (2) ask for current staffing ratios and turnover rates, (3) request recent housekeeping and maintenance records and how work orders are handled, (4) meet dining staff or sample meals, and (5) talk with current residents’ families about responsiveness and incident follow-up. Pay attention to contract details about fees, transportation costs, and whether Medicaid is accepted.
Bottom line: Brookdale Zanesville earns many strong endorsements for compassionate staff, a warm atmosphere, a robust activities calendar, and comfortable, renovated common areas. However, significant, recurring concerns about staffing consistency, occasional neglectful incidents in memory care, inconsistent housekeeping, and variable food quality mean experiences are mixed. Many families report excellent outcomes tied to engaged leadership and stable caregivers; others have had difficult experiences tied to understaffing or poor management follow-through. Prospective residents and families should weigh these strong positive patterns against the reported negatives and perform a targeted, current check on staffing, cleanliness, safety records, and care protocols before deciding.
