Overall sentiment: Reviews of The Haven at North Hills Senior Residence are predominantly positive, with repeated praise for the staff, memory care, activities, cleanliness, and value. Many reviewers describe the staff as friendly, caring, attentive, and willing to go above and beyond. The memory care unit receives particularly strong endorsements, with multiple reviewers calling the memory care team heroic, compassionate, and meticulous (one caregiver, Heather Seng, is named specifically for outstanding care). High staff retention, extensive training, and a family-like atmosphere are recurring themes that contribute to a sense of community and trust among residents and families.
Care quality and staffing: A majority of comments emphasize competent, conscientious caregivers and responsive communication from management and care staff. Several reviewers note on-site physicians and 24-hour nursing coverage, and many families appreciate the staff’s willingness to involve family members and provide end-of-life support. However, the reviews show some inconsistency: at least one reviewer reported there was no full-time nurse and that certain health concerns were not met. This variability suggests that while many families experience strong clinical support, a small number of accounts point to gaps in nursing coverage or differences in staff availability depending on time and circumstance.
Facilities and accommodations: The physical plant is frequently described as clean, bright, and cheery, with large rooms (private and semi-private) and options to have furniture provided or bring your own. Many rooms have been recently renovated and furnished in an up-to-date manner, and reviewers repeatedly highlight pleasant communal spaces—dining areas, theatre, library, garden, chapel, hair salon, gym, and party room—that foster socialization and activity. A secured memory care unit is praised for safety and specialized attention. That said, some reviewers mentioned outdated decor in parts of the facility and occasional localized cleaning issues (for example, periodic cleaning behind furniture and reports of urine odor in a hallway), indicating maintenance and housekeeping quality are generally good but not uniformly perfect.
Activities and engagement: Activity offerings are a strong positive in most reviews. Residents enjoy a structured activities program that includes Bingo, singing, game nights, movies, virtual yoga, and frequent outings to restaurants, museums and community attractions (science center, Humane Society, casino, etc.). The activities director receives consistent praise, and many reviewers attribute residents’ happiness to an engaging calendar and community events. A smaller number of reviewers, however, feel the activities could be expanded—calling the offerings “adequate but limited” or requesting more recreational outings—so prospective families should verify current programming and outing frequency during a tour.
Dining and events: Comments on meals are mixed but tend to skew positive: many reviewers call the food above-average, nutritious, or terrific, with several specific mentions of enjoyable holiday dinners and special event meals. A minority of reviews say the food was “not great,” which again highlights some variation in expectations or experiences. The facility’s emphasis on holiday programming and special events is noted as a contributor to the community feel and resident satisfaction.
Management, communication, and notable concerns: While many reviews praise management’s responsiveness and warm approach, there are a few significant concerns that prospective families should note. The most serious cluster of complaints relates to the facility’s handling of a COVID-19 outbreak: multiple reviewers reported that the facility was not equipped to handle COVID cases, refused readmission of residents who tested positive, and in at least one case displayed what the family described as a lack of professionalism, compassion, and appropriate safety protocols. One family also reported a billing/refund dispute related to this situation. These incidents stand in contrast to many other reviews that describe professional, compassionate handling of care and communication, which points to inconsistent experiences and the possibility that policies or practices may have changed over time or were applied unevenly during crisis situations.
Patterns and takeaways: The prevailing pattern in these reviews is a highly positive baseline experience—clean, comfortable living spaces; engaged and often exemplary staff (especially in memory care); robust amenities; and active programming—combined with occasional but important negative outliers centered on infection control, specific care lapses, or administrative disputes. Because of these mixed signals, it is advisable for prospective residents and families to tour the facility, meet staff (including memory care personnel), ask directly about current nurse staffing levels and 24/7 clinical coverage, review infection-control and outbreak policies, confirm activity and outing schedules, and inquire about billing and refund policies. Those who have used the memory care unit overwhelmingly recommend it and praise the caregivers, so families seeking dementia-specific care may find The Haven particularly strong. Overall, The Haven at North Hills appears to offer good value with many strengths, especially in staffing and community life, but families should probe the areas of variability noted above to ensure the facility meets their specific healthcare and safety expectations.
