Overall sentiment in the reviews for Sugarbush Manor is mixed but leans positive: many reviewers praise the staff, cleanliness, activities, and dining, while a smaller but significant set of reviews raise serious safety and management concerns. The most consistently praised aspect is the caregiving staff. Multiple reviewers use words like caring, compassionate, friendly, patient, and knowledgeable to describe aides and nursing staff. Several individual staff members are called out by name (Sarah/Sara, Vickie) and described as providing comfort beyond care, getting to know residents, and offering one-on-one attention. Reviewers repeatedly say the staff eased their minds, were supportive and cooperative, and created a family-like atmosphere. Memory care and hospice services are mentioned positively, and at least one resident was reportedly taken off hospice after regaining mobility and appetite, which reviewers attribute to the care provided.
The facility itself receives many favorable comments. Reviewers describe the building as not too large, clean, and well maintained, with spacious apartments and some private suites that include in-room bathrooms. Weekly room cleaning is noted, and the dining area is described as nice and lively when in use. Food quality is praised in several reviews — described as very good with three well-balanced meals a day — and some reviewers explicitly state the place offers good value for the price and is an improvement over other facilities they experienced. There is an active programming calendar with physical activities, exercise classes, arts and crafts, dexterity projects, art projects and music opportunities (a piano is available and used). These activities contribute to a homey, engaging environment for many residents.
However, there are substantial concerns that recur and cannot be ignored. A small but alarming cluster of reviews reports severe safety issues: an unlocked door, a resident falling down stairs leading to hospitalization, and complaints that staff did not timely notify family or emergency contacts. One review notes that state licensing approved a 15-second door delay to the garage, indicating there have been regulatory responses to safety issues. Several reviewers also describe slow responses to call buttons and instances where residents were not taken out of their rooms or not escorted to dining. A few reviews make very serious accusations of neglect, unsanitary conditions, and poor staffing — descriptions like "residents left for dead" and "not fed" appear; although these are outliers relative to the many positive reports, they represent high-risk failures that require attention and investigation.
Management and ownership changes appear to factor into the mixed experience. Some reviewers report that new ownership and management have been receptive to concerns, demonstrate a clear understanding of business goals, and are actively starting improvement processes; those reviewers are optimistic that standards will rise. Other reviewers, however, report a decline in service and high staff turnover since ownership changes. Thus, experiences may vary depending on timing and which shifts/staff are involved. COVID-related restrictions are mentioned as a previous limiting factor for dining and activities; several notes indicate the dining room access has since resumed, which aligns with comments about a lively dining area returning.
In summary, Sugarbush Manor shows many strengths: a caring and engaged staff, clean accommodations, a good dining program, active recreational offerings, and individualized attention that has improved outcomes for some residents. At the same time, there are serious and specific safety and operational concerns reported by multiple reviewers — delayed emergency communication, slow call-button responses, isolated reports of neglect or unsanitary conditions, and inconsistent management/staffing stability. For prospective families, the dominant pattern suggests a facility capable of excellent, personalized care (often highlighted by named staff members), but one that also has had lapses significant enough to warrant asking direct questions about safety protocols, emergency notification procedures, staffing turnover, and how management is addressing reported incidents. Reviewers commonly recommend the facility, but the mixed feedback indicates due diligence is advised: visit in person, observe staffing levels and responsiveness, ask about recent incidents and corrective actions, and seek current references from families with recent experiences.
