Overall sentiment across reviews for The Phoenix at Union Hill is mixed but leans positive around the physical environment and frontline staff, with consistent and serious concerns about management, clinical oversight, and operational reliability. Many reviewers emphasize the attractiveness of the new facility — often described as bright, clean, and ski-lodge–like — and praise updated apartments (full-sized appliances, in-unit washers/dryers, hard floors, modern finishes). Multiple reviewers highlight a scenic porch/view, spacious dining areas (three dining rooms), and an overall appealing décor. Amenities listed by residents and visitors include a gym, planned pool, tennis courts, playground (some still under construction), and a strong calendar of activities. For people seeking an active independent- or assisted-living environment focused on social engagement, the facility receives many enthusiastic endorsements.
Staff and direct care experience is one of the most frequently noted strengths. Numerous reviews call the staff "incredible," "caring," and "welcoming," and specific employees (Josh, Bailey, Emily, Blake, Teresa, Jose) are named positively. Reviewers describe personable servers and CNAs, quick emergency responses, supportive move-in/transition assistance, and individualized tours that introduce prospective residents to current residents. Several accounts praise the dining staff and chefs for restaurant-quality meals and a pleasant dining-room experience. Activities are widely appreciated: arts and crafts, gardening, fishing outings, movie nights, daily happy hour, trivia, bingo, and robust entertainment programs are commonly mentioned and are a clear draw for socially oriented residents.
Despite these strengths, a significant and recurring cluster of negative themes raises concerns about safety, clinical care, and management. Multiple reviewers report staffing shortages, inconsistent coverage, failed care ratios, and inadequate supervision — in some cases resulting in falls, neglect allegations, or other safety incidents. Several families recount medication management problems (billing errors, delayed or incorrect administration), delays or overrides in therapy orders (PT/ST), and what they describe as management decisions that contradicted medical recommendations. There are serious accusations from a subset of reviewers: inappropriate placement into memory care during rehab, residents awakened frequently at night, depression following placement, and even eviction driven by alleged staff falsehoods. One review references a poor state inspection score (43) and at least one reviewer reports a rash leading to hospitalization. These reports indicate variable clinical oversight and put a spotlight on memory care and higher-acuity needs as areas requiring careful scrutiny.
Dining and food service receive both praise and criticism. Many reviewers call the food "delicious" and praise the restaurant-style service and large, clean dining rooms. Conversely, others report recurring operational problems: limited meal variety, frequent substitutions, shortages (bread and milk mentioned), cold food, and additional charges or dining restrictions. These mixed experiences suggest a generally strong concept and talented culinary staff, but inconsistency in execution and supply-chain or staffing challenges that affect day-to-day dining reliability.
Operational and management issues emerge repeatedly. Several reviewers describe frequent director changes and what they term chaotic management, with inconsistent communication and administrative misrepresentations. Billing and charge disputes, unpaid staff bonuses, and pay-discrepancy complaints from employees have been reported. Some families note gaps in post-hospitalization outreach (no calls or condolences), or lack of follow-through after incidents. Construction and reopening growing pains (pool, tennis courts, playground incomplete, elevator outages) are cited as reasons some amenities are not yet available and may contribute to noise, closures, and resident inconvenience. These themes point to a facility in transition: new, attractive, and socially active, yet still stabilizing operationally.
Taken together, the review patterns suggest The Phoenix at Union Hill can be an excellent choice for independent and assisted-living residents who prioritize an active social life, modern apartments, and warm, attentive frontline staff. The many positive testimonials about activities, dining ambiance, and individual employees support that assessment. However, families with higher medical needs or memory-care concerns should proceed with caution: there are multiple reports of clinical and safety lapses, medication and billing errors, management overrides of medical plans, and inconsistent staffing. Prospective residents and families should do detailed due diligence before committing: ask for the most recent state inspection reports and remediation plans, request staffing ratios for shifts and memory-care units, inquire about clinical oversight protocols (medication administration, therapy ordering and follow-up), get specifics on billing policies and extra dining charges, and ask for references from current families — particularly those whose loved ones receive higher-acuity care.
If considering The Phoenix at Union Hill, recommended steps include touring during different times of day, meeting nurses/CNAs and the current director, observing mealtime service, reviewing recent incident reports and staffing plans, and asking how the facility has addressed any cited inspection deficiencies or adverse incidents. For many prospective residents, the facility’s physical environment, social opportunities, and many praised staff members will be compelling. For residents who need reliable medical management and intensive memory-care support, families should verify recent operational improvements and ensure clear contractual protections and communication processes are in place before moving forward.
