Overall sentiment across the reviews is highly mixed and polarized. A substantial portion of reviewers strongly praise the people who work at Colonial Manor Nursing and Rehabilitation Center — describing staff as caring, compassionate, and hands-on. Multiple family members singled out individual employees (administrative staff, nurses, activity directors, maintenance, and specific names like Melissa, Mario, Donna, Kathleen, Terry, and Stevie) for exemplary service, smooth transitions, and going above and beyond, including compassionate end-of-life care. The facility's therapy and rehab offerings (PT/OT/SLP) and short-term rehab services receive repeated positive mentions for being comprehensive and effective. Many reviewers also note proactive administration practices such as frequent care-plan meetings, 24/7 contact availability, and timely resolution of concerns. Activities, outings, volunteers, and the memory unit courtyard are frequently described as beneficial to residents' quality of life.
Despite these positives, a significant number of reviews raise serious and specific concerns that point to inconsistent care and operational problems. The most common theme on the negative side is inconsistency in staff quality — while some nurses and CNAs are described as excellent and compassionate, others are reported as rude, neglectful, or incompetent. There are multiple troubling clinical and safety allegations: after-hours nurse incidents, missed or undocumented baths, residents left in soaked clothes/briefs, delays in identifying or responding to acute medical events (including a reported undetected stroke), and allegations of malnutrition or refusal to send residents to the hospital when family expected it. Several reviewers described planning transfers out of the facility or pursuing legal action because of these perceived lapses.
Facility condition and cleanliness are another point of sharp divergence. Some reviewers report clean, well-kept areas, reliable maintenance, and organized housekeeping. Others describe dirty rooms with dust, webs, trash, strong urine odors, and even pest problems — gnats, flies, and an allegation of parasites in the water. Reports of no hot water in patient rooms and theft of patient goodie packages by staff (with claims management was aware) are particularly concerning. Multiple reviewers describe the building as old and basic, with rooms that are functional but not modern; there are mentions of ongoing upgrades under new ownership, but also calls from some families for a complete overhaul and better accountability.
Communication, administration, and billing show a similar pattern of mixed experiences. Several families appreciate proactive administration, frequent meetings, 24/7 contact, and rapid responses to concerns. Others report unanswered phone calls, constant transferring of callers, billing errors, collections notices, and payments not being logged. One review names a social worker with an extremely long response delay, and another mentions a "DNR list" regarding problematic contracted nurses — indicating distrust or ad-hoc workarounds around agency staff. Staffing challenges during COVID and harsh weather were acknowledged as contributing factors in some reports, with some families expressing gratitude for how the team managed during that period.
Security and accountability are recurring concerns in negative reviews: lax sign-in/out practices at the entrance, residents congregating near unsecured areas, and troubling anecdotes that led some families to warn others not to send loved ones to the facility. Conversely, other families feel the environment is safe and describe secure areas within memory care. Such starkly different experiences suggest variability by unit, shift, or time period.
In summary, Colonial Manor appears to offer strong clinical rehabilitation services and a core of dedicated, compassionate staff who positively impact many residents and families. However, there is a non-trivial body of reports describing inconsistent care quality, hygiene and pest-control issues, safety and clinical lapses, billing/administrative problems, and variable responsiveness. Several reviews note improvements under new ownership and praise particular staff who facilitate good outcomes, which suggests some positive momentum. Prospective residents and families should weigh these polarized experiences carefully: visit in person (including evenings/after-hours if possible), ask about recent staffing levels and turnover, request inspection/complaint histories, inquire specifically about pest control and hot water/hvac fixes, verify billing procedures, meet clinical leaders (e.g., the DON and therapy director), and seek references from current long-term families in the unit of interest. This will provide a clearer, up-to-date picture given the facility’s mix of strong individual caregivers and reported systemic issues.
