I moved into an independent living villa here in Jan. 2021 and I love it! The villas are roomy,…read morethe food is wonderful and the residents are like a big family. In addition it is a lovely landscaped campus with wildlife galore.

Our experience with Brookdale Westlake Village's Memory Care Unit was deeply disappointing and…read moredistressing. My father was a hospice patient there, and we encountered ongoing problems with communication, cleanliness, and decision-making that no family should have to face. His room often smelled strongly of urine, even after repeated requests for cleaning. We struggled to get basic care coordination, including podiatry and medical follow-up. The worst incident occurred when my father--who was on hospice, sedated, and asleep--was sent to the ER for a psychiatric evaluation without proper coordination with hospice or family consent. I had specifically requested that hospice handle the evaluation onsite. The decision to send a terminal, sleeping patient to the ER in the middle of the night was unnecessary and inhumane. Later, the facility abruptly required that we hire a "sitter" for my father with only a few hours' notice. Brookdale later agreed to reimburse us for a week of sitter costs but has been slow to follow through. Ultimately, we had to move my father out of Brookdale for his own safety due to the facility's repeated incompetence and lack of hospice coordination. When I raised these issues with Brookdale's internal investigation team, no corrective action was taken, forcing me to escalate the matter to the Ohio Department of Health for a formal review. While a few frontline caregivers (like Nakila and Sarah) were kind and compassionate, management failed to show the empathy, professionalism, or judgment expected in dementia and hospice care. Families should ask tough questions about staffing, cleanliness, and hospice coordination before trusting Brookdale Westlake Village with a loved one's care. We wish we had.

The inconsistent health care, 60 degree temperature at times for days and days, janitor not coming…read moreto work, 2 aides ONLY for this entire facility, (managers claiming they are staffed adequately????), the aides all can access a resident's room 24/7, which results in them taking property from clothing, jewelry, to adult pull-ups and toilet paper rolls they share with no permission, to other residents that have run out of their supply, experiencing other items being stolen from many rooms, managers who do not know the residents, care about them, management not being present in offices hours and bending a deaf ear when there are valid grievances, poor communication with management to inform residents of new "rules", defensive conversations from management, a revolving door of different aides that maybe will work 2 days and quit, or never show up and they are continually missing employees that are not loyal and honest people or show up hours late or not at all, multiple residents getting diarrhea from a new chef's food, same menu of brown food, often running out of posted main dishes from the menu, ladies and men who wait an hour to have an aide take them to meals at 4:30pm now (5:30) to be assisted to dining room, they wait CONSISTENTLY for another hour before they are served, then they eat for 20 minutes after waiting an hour for food to be brought to them, many times waiting patiently to 7:00-pm or later to finally be brought back to their rooms, old-looking, well-worn, sometimes stained carpets in rooms and facility, management or aides not following through with promised cleaning or service, erratic medication dosing, doctor not in many times when needed or appointments, the strict, small windows of time advertised for transportation as available within a small radius of mileage and for only a couple of days, the driver who may or may not show up, much detainment for simple resident requests, (ie.waiting weeks or a month to have a janitor put a lightbulb in a fixture that they cannot reach,) management not following through with cleaning, promising things within timelines that are rarely circled back, new rules to charge $89. (as of 12-2024) for a load of laundry to be done by aides, inconsistency in every aspect of senior care charging many additional monies for any a la carte services, special food, extra care, we can go on and on. Many of the residents ARE PAYING WELL OVER $5,000.+ a month for care that is lame, erratic, neglectful and unsafe. So you want to leave your loved ones at this facility??

When this was run by St. Mary of the Woods it was a lovely place. When St. Therese took over in…read moreDecember 2024 it went downhill fast. The people who work there are so nice and very compasionate, however, the people who took over and are running the facility now are not so great. The food is not the best quality and some of the things that were once included in the already high price to live there are now an extra expense. They nickle and dime the people who live there. Not what I would call a "Christian, non-profit" way to run things. If you are in "assisted living" they now want to charge for the food to be delivered. If your are unable to get to the dining room to get your food because you need assistance, how is it OK to charge a fee to deliver the food to these people? I will agee it is a beautiful facility and the grounds are very nice. There are some nice amenities like a beauty salon, a chapel and a Bistro. The Bistro used to be very nice but now the food is not that great and half the time there is nothing in the coolers. I was floored when they charged $3 for one banana. They may put on a nice show when you tour the facility but I say beware. Hopefully, one day it will go back to being run the way St. Mary of the Woods ran it.

Went into rehab center. Had a broken leg. They took be…read moreoff an important med. I complained I need that med. Head Dr. is very poor at her job. 20 min of rehab a day. AIDS were great?

The independent living section of the Normandy campus is great! My mom loved it there despite it…read moretaking A LOT of convincing to downsize from her home. The apartments are spacious and clean. The food was excellent. So many programs offered! My mom was even allowed to "rent" out party rooms for family get-togethers/baby shower. The staff was great, too. One of the nurses, literally, saved my mom's life after she suffered a heart attack by performing CPR. Sadly, we had to move my mom to the nursing home behind the independent living building. All I can say is STAY AWAY from the nursing home. I was expecting it to run as smoothly and professionally as the independent living place, but was dead wrong. Half the time, no one answers the phone, which is disconcerting. They lost family photos we brought for her room. And when she moved to hospice, they threw all of her belongings in a garbage bag--including pants and a lamp that didn't belong to her AND some paperwork on another patient which is a huge HIPAA violation. So really, this review is twofold: independent living at Normandy = GREAT; nursing home at Normandy = CRAP

First class senior living with excellent programs and awesome dining . The staff is very kind and…read morerespectful and always puts the residents needs above all else . The apartments are larger then other communities in the area.

Went to visit my friend. The ladies at the front desk are nice and friendly and gave good…read moredirections on how to find my friends room. The place appears pretty clean and no funky odors. While visiting the nurses or aides came in a few times to check on my friends diaper, provide meds and see if she needed water or anything since she is immobile. The nurses also asked if I needed water or anything and brought an extra chair over when someone came to visit, which was nice.

The care is absolutely horrible and if you have an issue and want to talk to upper management or…read morecorporate they do not give you the time of day My mom had a camera installed in her room due to chargers and hearing aids missing and the staff still didn't care about checking on her and taking care of her. She was vomiting black liquid (which they assumed was due to an internal bleed) and did not check on her for 13 hours!!!!! I stayed there day and night for 9 days and not once did the bathroom or floors get cleaned and her roommate was taken to isolation during this time frame due to an infection

Facility is clean, friendly personnel, food good patients can get seconds, wonderful care of…read morepatients

The staff here are kind and caring. The building is more home like than hospital. I really enjoyed…read moremy time meeting with these ladies. I recommend checking it out if your looking for a place for a loved one.

If considering this facility, please use all your senses to really look around to see if this is…read morethe place for you - taste the food, look at house keeping or lack thereof, and how it smells and how much that needs updating. Many of the staff are very dedicated and have been there for years but facility is in dire need of improvement. My Mother has been there for over two years and I've seen serious decline in services, I do not recommend them, especially for memory care. There is little to no activities or stimulation and heavy urine smell.

My father entered Brighton in April 2019 on a respite basis. We were told about their $2,000…read morereferral credit special as an enticement to move in. Once he was in and we got our first bill, we asked about the credit. We were told it was only available to permanent residents (info conveniently withheld when we moved him in). My father ended up staying through September 2019. In July we were told that my father automatically became a permanent resident 30 days after move in. There is a $1500 move-in fee for permanent residents and they decided to charge us. We asked for the $2,000 credit but were told that we would only be getting the July referral promo credit which was sadly reduced to $1,000. We explained that the May credit was $2,000 and we requested it back then several times but were denied it. They refused to give us the other $1,000. Upon telling them we were leaving and serving out our 30 day notice, they failed to shower my father for almost two full weeks. My father begged for a shower and finally asked for my intervention. I called and demanded a shower that day but it still took three more days before he got one. Meanwhile a rash he had worsened. He was humiliated having to go down to the dining room and sit at tables with others while he smelled badly (he has issues with both urinary and mild fecal incontinence sometimes), and looking unkempt. He skipped several meals because he was embarrassed. When I called the director, Russell Elmore, about this and asked that we be credited on the final bill for showering services and some meals, and I recorded the call, he apologized and said that he would find a way to reduce the final bill. He also said he'd look into the referral bait-and-switch. He told me he'd call me in a few days. Thereafter he failed to return my phone calls and emails. I've been getting bills with late fees attached as I await a promised adjustment that is never going to come. Even when I told him I was reporting him to various agencies etc. he didn't care. Run from this place! There are so many other facilities to choose from. We had a terrible experience here with more than just the director. The care coordinator, Carol McCarthy, is awful. In six months there we never had a single meeting about my dad's care. She canceled the only one we did have and never rescheduled. She knew about my dad not having a shower and still took days to get him one. I could go on and on. Just take your loved one somewhere else.