Supposed to be a luxury facility for senior living/Care. Everything is broken. Nothing is getting fixed

In response the The Park Lane's response to my review, I'd like to point out that an ambulance came and the paramedics had to check in at front desk to let them know who they were there for to get to my uncles apartment, and my uncle was then wheeled out the front door of The building past reception so there is no way they were not aware that he was having an emergency. Whether or not he was on an "independent living " floor did not release you from informing next of kin that their relative was taken away in ambulance. That is why you have an emergency contact list for each resident! Although you claimed the staff couldn't find it ! What if he died ? Would you have called us then ? Please save yourself further embarrassment by responding further or I will write a separate review about the rat infestation my uncle endured there !!! read more

My parents moved into Park Lane in 2015 and were in independent living at that time, which was great for them. They picked Park Lane knowing that they would move up to assisted living and memory care until their final days. That did happen for both of them. My mom died last September and was in memory care for about 2 years. The care she received especially in her final days was absolutely horrible. There was a scabies outbreak in memory care a few months before her death. They said it was taken care of, however, it was not and because of that, my mom died a very miserable death because of still having scabies. Also, the housekeeping is horrible. Her room was often very dirty and we would have to ask to have it cleaned or clean it ourselves which we did often. When her clothes were taken to the laundry, often came back with someone elses clothes and some of hers were missing. We marked them all with her name but that didn't seem to matter. We were also going through briefs and wipes at an alarming rate and were told by a caregiver that if someone else on the floor runs out they will "borrow" from some other resident. Never resupplied my mom. Once Hospice came in, she was completely ignored and we were told that "she is on Hospice now" That doesn't mean you should ignore her since Hospice was only going to come twice a week. Yes, she died a week later but I had to ask them to check her brief, roll her over etc. She was also having trouble swallowing so we needed to have "soft" food. They weren't bringing her any food at all and when I asked a caregiver to please bring her something, they brought her pureed food of what the other residents had for breakfast. Sausage, eggs and french toast pureed! It looked and smelled awful. I then went and got her some applesauce and she was very happy. In closing, I do think that since Pacifica has taken over, the lack of care and cleanliness has gone downhill fast. read more

My late father was a resident of The Park Lane for nearly 14 years. During that time, there were several ownership changes. With each change came a decline in the quality of service, all while investing unnecessary funds into new furnishings which were not in need of replacement. Most recently, chairs in the common areas were replaced with barstools......for seniors??? Really??? The spa has been closed and in need of repair for at least the last 10 years. The foodservice program could not hire adequate help and resulted in a decline in food quality and an increase in serving wait times, often up to two hours for a simple dinner. The assisted living program was very poorly run by an individual with zero people skills and an inability to hire qualified staff. Our experience with this department was appalling. I literally watched an inexperienced caregiver place a soaking wet, urine soaked diaper and towel on my father's carpet with no regard for the consequences of a smelly apartment, all while the director complained of having to "change him" in the first place. The available parking to staff and families was more than cut in half when part of the property was cleared for an additional building, only to have construction on that site become non-existent. Residents were not told of the status at any of their monthly meetings. Weekly housekeeping was a joke. During our monthly visits, we would find layers of dust on most of the furniture, caked on food or poop on light switches which went unnoticed, dirty handles and knobs throughout the apartment. The laundry program was constantly losing some of my father's shirts, despite being clearly marked. The most recent executive director encouraged comment cards, yet failed to act upon them. The filtration systems in the restrooms were clogged with dust and hadn't been cleaned in over 5 years. The hand sanitizers at the entrance to the dining room were always empty. There is much more, but you get the idea. Last, my father was on hospice the last week of his life. The morphine that was intended for him never made it to his apartment and was found later by a staff member. It had been opened. A police report was filed. About the only positive aspect I can share is the great selection of activities available, suitable for a variety of interests, whether it be trivia hour, discussion groups, line dancing, sittercise, mental gym, or the many musical performances. Despite the extremely poor management and ownership, the residents do what they can to make for a pleasant environment, but not without the same frustrations I've shared here. read more

caregivers are ill prepared- inattentive- and there are numerous families who complain to the powers that be who are apathetic. families have had to hire additional help as ($10,000 a month) place. is severely lacking. management is too busy to care or highly unprofessional beware read more

The only reason my Mom still lives there is because she doesn't want to leave her friends. She also likes the happy hours and social time. But during the five years that my Mom has lived there, the Park Lane has dramatically declined, especially when Pacifica bought it. It is run-down and dirty. My Mom's apartment has cockroaches and hasn't been cleaned in weeks (this is a service included in the rent). Recently the kitchen was shut down due to a rat infestation. They served the residents Costco pizza for dinner while they treated for rats. The power goes out regularly and there is no generator leaving it dark, cold and unsafe. Residents can't use their medical equipment during power outages. The elevators go out and residents have to use the stairs to get meals. It is very unsafe for the elderly. My Mom's friend had no hot water in her apartment the past two weeks. Repairs and upgrades are much overdue. Two years ago my Mom had a fall and she was on the floor for over 48 hours before I was called. It was very traumatic and lead to a long hospital & extended care stay. The PL is marketed as "luxury senior living" but it is more of a slum experience. Health codes are violated, seniors are not safe or happy with the state of the building and services. High turnover with staff, especially the Executive Director position. We are looking for a suitable alternative for her. Please take my review seriously when considering the Park Lane for yourself or your loved one. read more

COMMENTS ARE FOR INDEPENDENT LIVING, NOT ASSISTED LIVING OR MEMORY CARE. Any senior community like any residential situation has things that work well and less well. Comments are about those that are recurring or seemingly permanent. WHAT USUALLY WORKS WELL AT THE PARK LANE. *Residents. Varied, helpful, interesting, often welcoming. A resident has written and self-published a book on selected residents: The Park Lane Chronicles. Good resident Hospitality Committee to assist new residents. *Location/Surroundings. On 13 wooded acres surrounded by city forest preserve, near Del Monte Shopping Center, Hwy 1, community hospital and business services. Landscaping has well maintained mature trees, plants, flowers. *Activities. Many and varied daily and weekly. Music, Exercise, community visits, holiday celebrations with food, resident-led activities encouraged and supported. *Many hard-working hourly staff. Most do the best with resources and those that do more are a joy. *On-site or Visiting Health and other Services. Beauty/barber salon, visits by dentist, podiatrist, massage therapist, small resident-run shop- HH supplies and clothing. *Executive Director. Available in-person, by phone or email. Responsive to problems with good management, interpersonal and financial skills. WHAT USUALLY WORKS LESS WELL AT THE PARK LANE. *Maintenance. Three-day response time more often missed than met. Long standing problems with roof leaks, apartment heating, rodents, insects, cable TV, phone voicemail, and malfunctioning washers/dryers. The maintenance manager does not respond to phone calls or emails. Annual apartment window and rug cleaning promised but rarely done. **Business Office. Some incorrect or unclear charges. Manager rarely returns written, phone or email requests. Corrections to invoices/charges is measured in months. Dining Room Service. Often long waits to be seated, to order and to receive meals. Hostess/host often does staff serving and cleanup. The result is little time for training or monitoring services. Servers deliver a meal and almost never follow up to see if anything else is needed. Understaffed? *Menu/Meals. Three Executive Chefs in three years. items often unavailable or run-out in the middle of a dining period. Entrees/sides are often under or over cooked. Cooks often do not honor requests to delete side dishes that may involve allergies. Servers unaware of menu changes. *Housekeeping. Some housekeepers speak little or no English. Cannot reach Head Housekeeper if there is one, to deal with problems. Minimal staffing to cover illness, vacations, and other common absences. *Transportation. Two cars, two drivers. Often new drivers. Small 8 passenger bus is old, uncomfortable, and noisy. Understaffed for 150+ residents. *Security/Safety. Security service cancelled and residents were told to call 911. Resident Alert system sometimes does not work. Minimal staff overnight and sometimes not responsive to Resident urgent phone calls. Open campus but outside security not monitored in obvious way. NOT IN THE PUBLICITY BUT USEFUL TO KNOW *Useful Resident Website. Revised daily online with all activities, menus, meeting minutes, new resident photos and more. Done by a talented, dedicated Resident. *Significant annual rent increase. 8-10 percent increases common. One neighbor mentioned a rent increase invoice of over 11%. *Serious Parking problems. The planned new building takes at least half of off-street parking. Especially affects residents and guests with mobility problems. *Resident Council and Townhall Meetings. Opportunities for mutual resident-management communication with regular minutes. Staff *Tipping Fund Drives. Potential and new residents should be aware of the voluntary twice-a-year hourly staff fund drive with suggested amounts for each drive of $ 400 per resident. *Wonder about all those 90%+ positives reviews? Most, except Yelp, are on websites (Care.com, A Place for Mom etc.) where senior communities are members and sites are compensated for referrals. Also, Park Lane posts signs, throughout, asking residents to "leave 5-star reviews" on 4-5 suggested sites. In general, be skeptical of any site with almost all positive or almost all negative reviews. read more

The Park Lane is the optimal Assisted Living setting! The team members support your needs while promoting your independence and fostering socialization. They always have activities going on and the residents love living here. I am proud to be part of this wonderful community! read more

The Park Lane has dedicated, caring leadership and staff. The community is in a beautiful location and residents enjoy a friendly environment to build community! read more

My mother was in assisted living at The Park Lane for 7 years. While the staff was always attentive, the care they provided during the last month of her life was exemplary. The restaurant delivered her delicious favorite foods at no extra charge because of her hospice care. My family and I were available to attend to her for services such as hospice medication administration, but the staff at The Park Lane remained devotedly attentive to her bathroom needs, concerns about bed sores, and stayed with us during her final hours. They were never intrusive, only supportive. I am deeply grateful for that support. They never complained about the difficult nature of her care and while their care was for my mother, they administered sorely needed care for us. read more

Horrifying experience for my mother while she was in memory care. Blatant health code violations, uncaring staff, rude LVN and Memory Care Director, terrible food (they couldn't even keep track of her dietary requirements on a daily basis), horrible housekeeping service (we cleaned her room ourselves after the housekeeper left), staff not doing the activities they promised...I could go on and on, with photographic proof of the negligence. This place should be shut down. read more

Very nice first visit for the grief counseling meeting in the main floor conference room with Mick. Thank you kindly! read more

The Park Lane - Lobby - Retirement Homes Near Me - Monterey, California

I'm updating my review and lowering my rating. Just when it seems like they have great staff in place, I mean really great staff, they quit. Including the exercise teacher, the best driver ever, the assisted living director, the dining director...to name a few! They need to VALUE their staff above all other amenities. I don't care about the fountains and all the upholstery and pillows, please hold on to your good staff. read more

My mother resided at Forest Hill for almost 10 years. It was a wonderful home for her and we trusted in the care she received. At the beginning of the year, the company that owns Park Lane bought Forest Hill. Our mother was moved to the Memory Care unit at Park Lane, so that she could have additional care. After three days there we realized this was not the place she should be. There were little to no processes in place to make the move a smooth one. Everytime I visited, I would have to hunt down an aide to help her out. Many of them had been there for only months and were very young and inexperienced. For the first weekend there, she wasn't even on a shower or laundry schedule. It felt very chaotic and and unorganized and instead of receiving more help, she was actually getting less help than she had at Forest Hill. We quickly moved her to a place where she could receive the care she deserved. read more

I am a two year resident of indepent living in The Park Lane, and i find it diappointing to see they are advertising the same amenties that i was told about over two years sgo and that are still not available to residents. They never finish one project before starting another, yet they keep raising the rent. I beieve in truth in advertising and The Park Lane evidently does not. Don't beiieve everything they tell you. Talk to the residents. . read more

The Park Lane sells its wide range of activities which eases the guilt of moving ones parents into a facility. Those services are nice but reality is few people take advantage of them. This old place has been resting on its reputation and now that a new home is opposing across the street Park Lane is waking and dressing up. It's renovating its lobby and dining hall is next. It's about time. Elevators have been promised to be fixed for several years and only two of the three are operating at any given time. Management has been cutting costs and staffing levels to the point it is hard to get the help they promise in their contracts. Some of the caregivers are sweet and some are just sleepwalking through their shift. It must be hard to deal with often cranky old people all day. Tough gig. The independent living is the best offering here. Assisted living is okay and the memory care is below par. Management doesn't deliver the level of care they promise at that level. read more

My mother was a resident here for over 8 years. I should have taken her out after the first month! She was a resident in independent living and memory care. The more help and support she required, the less they delivered. Feeding, oversight, bathing, medication management were all problematic. Thank goodness I had private caregivers also. After several hospitalizations and skilled nursing rehab, mom went to residential living home where she thrived. My complaints to staff and admin were met with rudeness and angry threats. I received no response from their executive headquarters when I called with concerns. I would never recommend PL to anyone, ever. read more

The Park Lane is quite a nice place to reside, visit and in my case audit the processes in place to provide quality care at a professional level. Entry - nicely furnished with lots of activity especially the free wifi and computers in the Internet cafe. Front desk people forward and welcoming. Offices - nicely appointed with well presented personnel and clear organization. AL - activity present with good resident interaction, clean dining room. Common Areas - well appointed, nice furnishings, clean and dust free. MC - Clean, care staff present, active and aware. Dining and kitchen beyond clean and organized. IL - entertainment, socialization, lots of interactions with beyond positive responses. Dining Room - beautiful space with tons of natural light from beautiful lush landscaping. Food selection - better than any other senior living I have visited. Vista Room - WOW what a view for yoga class, the entire Monterey Bay! Read about the elevators on Yelp!, but on this date, rode all without issue. Isolated, maybe. Certificates valid. Grounds - what else can you say about Monterrey, CA. It is lush and green with lots of areas to walk and take it in. read more

Yes, I am a fan of The Park Lane. My Mom is in the Memory Care section of this facility called Enliven. We are going on our 3rd year there and I have seen great improvement. David is a great GM and the new management he has hired for our wing couldn't be better! They are making every effort to improve in every way. They have a wonderful Caregiving Team. Thank you so much in your striving for excellence. Rae Yuan read more

Great place, great food, even got to meet the Chef. Jaime does a wonderful job and is so friendly. Happy hour was fun with local entertainment featuring a sax, bass guitar and hand drum. Good songs for the group to sing along. Chinese New Year dinner theme was full of too many good choices. The duck was perfect, hot and tasty! All in all it was a wonderful visit to such a beautiful location. We will be back soon. read more

As an eldercare professional, it is a privilege to write a review for The Park Lane community. The new management team which includes an Executive Director who is also a gerontologist, and licensed vocational nurses who oversee the Memory Care and Assisted Living units are doing a wonderful job with overseeing the community. The Executive Director and his team appreciate open communication, constructive criticism, follow up on concerns and complaints, and are constantly looking for ways to train the facility staff to make certain that the residents and their families needs are being met. As an eldercare professional, Licensed Clinical Social Worker and a Residential Care administrator, I am in all of the Residential Care, Assisted Living and skilled nursing facilities in the Monterey and San Benito counties. It is with pleasure that I recommend families and potential residents to The Park Lane. read more

The Park Lane has an amazing staff who really care for their clients. This is a place I would be thrilled to live one day or visit my parents. There are so many activies and outings, great restaurants and even a therapy dog. I would recommend the Park Lane to anyone seeking a Senior Living facility or just beautiful place to visit where there is never a dull moment. read more

The Park Lane is back under the management of its original owners, Pacific Senior Living, and what a notable change for the better, and lovingly under the stewardship of its Executive Director David Hahklotubbe. Forget the last name as no one can pronounce it anyway. At least I can't. David H. will do. But don't forget David, a compassionate psychologist and gifted gerontologist with 18+ years of helping our elder senior citizens, most recently at The Park Lane in Monterey. From personal and professional experience, I know David to be dedicated and committed to the safety and wellbeing of each and every resident at The Park Lane. David cares, and it shows in small but important ways like he never fails to recognize, engage, and call each resident by name. And when David speaks, people in the senior care industry listen. He is a humorous, insightful man, tuned in to the the needs, wants and psychology of seniors. Our society is sorely unprepared for our aging population, yet David simplifies our understanding of elder issues and addresses real-life concerns. If or when you are considering living in a Senior Living Community in and around Monterey, CA, first talk with David about your own, or a loved one's, candidacy for senior living residency, be it independent, assisted living or memory care. You can rely on David's professional integrity to give you his input and unbiased options to help you make careful and informed decisions. Carol H. read more

The Park Lane is great as a retirement place if the resident does not have medical problems beyond a certain level. The cost is pricey but not as pricey as some other comparable facilities on the Peninsula. The food is very good, there is a physician available, there are entertainment rides, a spa and exercise room, good basic house cleaning and laundry, and outside entertainment is available at least weekly plus other venues. A number of activities are scheduled to help keep one from becoming bored. For residents in assisted living medications are given. The memory care unit has its own dining room. The assisted living and memory care units are ok. if one's medical needs do not go beyond the minimal. Residents who become a problem are quickly evicted as what happened to a friend. They just do not have the right staff to deal with residents who have any form of dementia. read more

Judi K. When our mother was ready to downsize her living style and move someplace where she would be happy and well cared for she chose the Park Lane. We had taken her to most of the retirement residences on the Monterey Peninsula so she had tours and spoken with representatives and residents at each facility before she made her decision. She moved in to the Park Lane in Sept . of 2011 after selecting a lovely room on the 5th floor. She was introduced to many residents there and became involved in many of the different activities that Park Lane had to offer. After being there for 2 years she began showing signs of dementia and needed more help on a daily basis. Her family doctor suggested that we make arrangements to move her from the 5th floor, which was an Independent Living floor, to the 2nd floor which was a Dependent Living floor where she could receive more care. She is very happy there and we are pleased with her level of care, quality of care, the staff who help her and the facilities as a whole. The staff looking after her have been supportive and in touch with us immediately when ever there is a concern or a question about her health or well being. Ore mother will be 97 this October and our entire family is so glad that she is happy, comfortable and safe in her residence at the Park Lane. We are all so glad that mother chose the Park Lane read more

My relative has been at The Park Lane for one year. The accommodations are good for someone who is healthy and social. I would not recommend for someone who needs more than light care with assisted living and certainly not for someone with dementia or incontinence.The staffing is sparse and there is very little flexibility for individual care plan. They lure you in with promises of great services and then nickel and dime for each need and ask like having having your meal (included in cost) brought to your room. read more

My mother entered Park Lane's independent living during the Hyatt's last month. No mention was made that they were changing management. The wonderful director left as did others from the staff. As long as you are an outgoing senior living independently, life at Park Lane would have been pleasant at that time--nice grounds, good food, great amenities, and upbeat activities and entertainment. But if you're an independent senior that needs introductions and encouragement to participate--forget it! After living there a little over a year, my mother's health and dementia reached the point where the doctor wanted her in an assisted living facility. I was happy when Park Lane said that they were opening up an assisted living wing on her floor, and that she could stay in her current apartment and receive services. I thought that moving her to another facility would be further detrimental to her health, so we opted to stay at Park Lane. Then the nightmare began. * They left her in her apartment to herself. She often stayed in her night clothes all day and ate in her room unattended. At times she was told about activities but never coaxed into participating. * Often times the food arrived cold, and on several occasions--never arrived at all! This was problematic since my mother is diabetic. * Once I turned over medications to Park Lane, we had missing meds and a missing hearing aide and supplies. On one occasion I found her in pain when I arrived---she had not been receiving her pain medication! * After missing and ill done laundry, I took Mom's home to do (I would often see others' family members in the elevator doing the same). * Several times I found Mom listless in her apt. with the heat turned way up. I attributed this to her turning the thermostat up too high, "dismantled", it continued to happen. * Mom's door was always left unlocked, and sometimes left wide open leaving her vulnerable to theft (yes it happened) and a lack of privacy. * The bill was rarely correct, so I had to review it carefully each month and report incorrect billing. * Fire drills--I was there for a few, and shudder at the thought that there should ever be a real fire! I communicated through e-mails and met with the director and the head of assisted care nurse on several occasions. Their communications were late or not at all. On a few occasions I got corrective actions but they were followed by more problems. As a whole, it is my opinion that the Park Lane lacks an experienced and trained staff, a proper procedural system, good communication skills, safety, and security. I am happy to report that I moved my mother to Sunrise of Monterey in April of 2013 where she is thriving at 91--soon to be 92! read more

The Park Lane is a decent place. It's good if your family member is still active and enjoys being sociable with other people in their age group. The food is palatable. People will smile and say hello. Activities are plentiful. They even have a fountain, the quintessence of any quality establishment. Yet, coming from someone who saw the inside of this facility, I would probably never put my loved one in such a place. The marketing division performs its function of providing the illusion that your high service fee will be put to good use. Though don't let this gilded establishment deceive you. A large portion of the high service charge goes in the back pocket of the current director (they're cycled between facilities that SRG owns) while the employees are systematically underpaid a la capitalism. They claim they have a nurse on staff 24/7 and ample staffing when really there is one LVN on duty 16 hours a day (630am-1030pm) and staff are frequently overburdened, call in sick, quit etc. If your loved one needs extra "care", you will be charged additionally each month for the same service. If your loved one genuinely needs additional support, the assisted living and dementia ward are a complete joke. The staff is not properly trained (not even CNA's), and they do not respond to resident's calls in a timely manner. Repairs are continually neglected, personal complaints go unheard, and management can be indifferent to your pleas once the contract is signed. If you have ample finances and you want a convenient place to stow your loved one, put them in Park Lane and they may even enjoy it. If you want my honest advice; shop around before you sign anything. Also, as for payments...you pay a one time $4,500 fee plus the following: -Independent living: $2,500-3,700 monthly -Assisted living: $5,400-6,500 [+$900-1,800 for extra care] monthly -Dementia unit: $5,750-6,500 [+$750-1,250 for extra care] monthly read more

My aunt was a resident and fell twice while here-she now requires complete assistance and at least 2 persons to be moved. The 2nd fall was avoidable and I tbelieve she would have maintained a highter level of funtioning and health had this not occurred. I am a nurse and wonder why a fall risk assessment was not done and a safety belt not on while she was in a wheelchair in the dining room, where she attempted to stand and fell the second time. I thought her family should notify the health dept for an investigation but they were extremely busy trying to address all the health issues. She is now in a different and much more expensive facility which I directly relate to this second fall and complications. There are of course many positive aspects if one is a fully functioning human but beware if you are impaired. read more

If you are thinking about this place, be aware that all staff have keys to your loved one's space and enter whenever they like. My mother has had many things stolen: jewelry, a favorite scarf, stamps, even a soap dish for heaven's sake. Almost all residents complain about this, but it is totally ignored by the management. Calls are never returned, staff is indifferent and imply that the "old folks" just "lose things." The food is positively inedible, disgusting and insufficient. The first thing SRG did when they took over was fire the security staff, so anyone can walk inside at any time, as exterior doors are often just left propped open day and night. The drivers were also fired, so the "complimentary driving" angle went south. The worst thing about the facility is that management is so unresponsive. It is absolutely obvious the only thing that matters to them is the bottom line, to the resident's detriment. It was better when the Hyatt owned and managed it but now it has gone totally downhill. Their ads are very deceiving and I would encourage anyone considering this place to chat with the existing residents before making a decision. It's extremely expensive and if there was anyplace I could move my mom where she would get better care, I would certainly do it. read more

My parents recently moved into the Park Lane retirement home after visiting everything else available in the Carmel/Monterey area. Park Lane's rates are significantly lower than every other retirement home around & they gave a huge incentive to move-in. Different levels of care are available to meet the needs of individual residents. The food here gets rave reviews from my fussy Dad who has gourmet tastes. Lots of daily activities available from music to lectures to visiting artists & there's a small cinema in the basement for movie-watching. Short scenic day trips offered in surrounding area via mini-bus and a driver on-call for transporting to local doctor's appointments, etc are nice perks. Staff are attentive and caring. My parents could have spent a lot more and gotten a lot less elsewhere. Overall, they are extremely happy with their choice to live at the Park Lane retirement home in Monterey. read more