Overall impression: Reviews of Hemsley House of Upper St. Clair (Sunrise-branded facility described in the summaries) are strongly mixed. A large share of reviewers praise the facility's atmosphere, activities, and many compassionate daytime caregivers; many families report that their loved ones blossomed socially and emotionally after moving in. At the same time, numerous and repeated concerns about understaffing, high turnover, management decisions, safety incidents, and inconsistent clinical care create a significant counterweight. In short: the facility often offers an attractive, amenity-rich environment and caring staff, but persistent operational and management problems — particularly outside daytime hours — have led some families to report serious lapses in resident care and safety.
Staff and care quality: The most consistent praise centers on a core group of committed caregivers, nurses, and activity staff who are described as warm, family-like, and attentive. Several reviewers highlight staff who know residents by name, go the extra mile, coordinate well with families, and provide compassionate end-of-life and hospice support. The activities director and programming are frequently singled out as strengths: music, games, trivia, resident music/piano, pet therapy, outings, and memory-care activities keep many residents engaged and socially active. These positive reports suggest that when the committed core staff are present and supported, resident quality of life can be high.
However, multiple reviews document troubling variability in care quality. A recurring pattern is that daytime shifts and specific staff members provide good care, while evening and night shifts are short-staffed and undertrained. Families reported residents being left in bed for long periods, not assisted to meals, not helped with toileting, Hoyer lifts or other equipment not used, slow or no response to call buttons, and in some cases not being showered for extended stretches. There are also reports of medication problems (delays, billing issues, possible toxicity) and serious communication failures between the facility and hospitals or family members. These are significant clinical concerns that some reviewers characterize as neglectful or unsafe.
Management, turnover and communication: Many reviews attribute the negative operational patterns to management and administrative choices. Reported themes include high caregiver turnover (leaving remaining staff overworked), perceived emphasis on administrative or sales priorities over hands-on care, empty promises from leadership, and instances of unresponsive or unprofessional communication from specific administrators. Conversely, other reviewers note approachable management and improvements over time, indicating inconsistency in leadership responsiveness. Several reviewers also described high-pressure sales tactics or bait-and-switch situations related to level-of-care classification (assisted living versus memory care), and numerous complaints about opaque pricing structures, add-on fees, and a $3,000 application fee that make final monthly costs hard to predict.
Facilities, amenities and environment: The physical plant and amenities are frequently praised. Reviewers describe the building as modern, bright, resort- or hotel-like, with attractive décor, a gorgeous lobby, a conservatory-like garden, landscaped grounds, patios, walking paths, and short hallways. Common areas, dining rooms, and activity spaces are often described as clean and well-appointed. On-site services such as a salon/barber, transport van, and multiple communal spaces are valued; some apartment-style units include kitchenettes and generous layouts. The facility's pet-friendly policy is repeatedly highlighted as a positive element that contributes to residents' well-being.
Dining and activities: Dining receives mixed reviews. Many families report good meals, varied menus, flexible options, an appealing dining atmosphere, and positive changes over time. Others report poor meals, small portions, and high-sugar beverages. Activities are generally rated highly: reviewers mention frequent, fun activities like karaoke, trivia, music, games, and outings, with several noting the positive mental-health impact. A subset of reviewers, especially during evenings or under COVID restrictions, felt activities were insufficient or not engaging for certain residents.
Safety, cleanliness and specific incidents: While many reviewers praise the cleanliness and upkeep, there are repeated reports of cleanliness problems in certain areas (urine odor, sticky floors, filthy rooms), missing personal items (laundry, hearing aids, batteries), and isolated but serious safety incidents (bathroom incident, oxygen alarm that sounded continuously without timely staff response). Such reports, combined with accounts of ignored call buttons and residents left unattended, raise safety and oversight concerns that potential residents and families should investigate further.
Cost and value: Cost is a frequent concern. The community is described by many as upscale and expensive, with additional fees and sometimes unpredictable final monthly bills. Several reviewers felt the price was justified by the staff and amenities, while others concluded the cost did not match the level of care received, particularly when understaffing or management problems were present. Families considering this community should obtain a clear, written cost breakdown and ask about potential add-ons and fee increases.
Notable patterns and recommendations for prospective families: The reviews suggest clear patterns — strong daytime care, robust programming and amenities, and a core group of excellent caregivers — but persistent problems with staffing levels (especially evenings/nights), staff turnover, management consistency, communication, and occasional safety/cleanliness lapses. Memory care receives both praise (joyful, engaged memory-care program and secure neighborhood) and criticism (third-floor/particular memory-care unit dissatisfaction and alleged misclassification). Examples of specific issues raised include lost laundry and hearing aids, pendant/call-button delays, pharmacy/billing mix-ups, and isolated reports of neglect.
If considering Hemsley House (Sunrise), prospective residents and families should: tour multiple times across different days and times (including evenings), meet staff from all shifts, observe mealtimes and activities, ask for recent staffing ratios and turnover data, request a full itemized fee schedule and escalation process for complaints, review medication and incident reporting procedures, check security and alarm response protocols, and speak with current residents’ families about consistency of care. For families with loved ones needing reliable nighttime assistance or complex medical oversight, it is prudent to probe how night staffing is structured and to get written assurances about call-response times and supervision. For memory-care placements, evaluate the specific memory-care neighborhood independently.
Bottom line: The facility offers many strengths — an attractive environment, meaningful activities, pet-friendly policies, and many caring staffers who create a warm, home-like atmosphere. Those positives are tempered by recurring operational concerns around staffing, management, communication, safety, and cost transparency. The community may be an excellent fit for seniors who value social engagement, amenities, and a family-like staff culture and whose care needs are moderate and primarily daytime-focused. Families requiring consistently high clinical oversight 24/7 or those wary of management and billing issues should carefully verify staffing, clinical safeguards, and contractual terms before committing.
