Hawthorn Senior Living — operator review report

Reviews month by month.

Reviews per month across all communities, with the month’s average rating

reviewsaverage stars

What families praise and what they criticise.

Every review was tagged for the themes it discusses and whether each mention is positive or negative.

Share of reviews with a negative mention of each theme

Bar = this operator. Tick = the portfolio norm across 116,177 reviews. Red bars sit clearly above the norm.

this operatorabove the normportfolio norm

Share of reviews with a negative mention — Responsiveness 1.0% vs 3.3% norm; Safety & falls 0.7% vs 3.6% norm; Staffing levels 1.0% vs 3.2% norm.

Most praised

great place for senior livingexcellent management, good food, well keptcalm and beautiful facilitymanager acknowledges staff should seek answersexcellent location, friendly staff, foodcommunity loves each other, food amazingoutstanding management; friendly residentsmother loves place, helpful staff

Strongest themes: Staff attitude (474), Building & amenities (322), Food & dining (248), Activities (245).

Most criticised

simple resident requests escalate without resolutionnasty attitudes, refused to keep informedstaff not helpful, disrespectful treatmentconflicting pricing information and rude staffmeals sometimes served coldinitial hiccups with elevators, mail boxesrooms lack complete kitchenkitchen delays menu sharing, poor practices

Community by community.

Sorted by confirmed falls, then share of negative reviews. Community names are anonymised in the preview.

Community	Location	Google ★	Reviews 12 mo	Avg ★ 12 mo	Negative	Response complaints	Confirmed falls
Community A	OR	4.3	20	4.60	17%	1	1
Community B	CA	4.8	11	5.00	0%	0	1
Community C	VA	4.2	15	3.20	42%	0	0
Community D	PA	4.4	9	4.22	40%	0	0
Community E	ME	4.4	4	3.75	33%	0	0
Community F	MA	4.1	8	4.00	29%	0	0
Community G	MA	4.6	7	4.71	25%	0	0
Community H	FL	4.7	6	4.00	25%	0	0
Community I	GA	4.6	16	4.19	21%	0	0
Community J	TX	4.6	7	4.43	17%	0	0
Community K	MA	4.3	6	4.50	17%	0	0
Community L	CA	4.4	6	4.17	17%	0	0
Community M	VA	4.3	8	3.38	14%	0	0
Community N	FL	4.7	9	4.56	13%	1	0
Community O	SC	4.6	13	4.54	11%	0	0
Community P	TX	4.7	23	4.74	11%	1	0
Community Q	NC	4.2	12	4.50	10%	0	0
Community R	NM	4.6	24	4.54	10%	1	0
Community S	NC	4.4	13	4.69	8%	0	0
Community T	MD	4.4	13	4.85	8%	0	0
Community U	CO	4.9	30	4.70	7%	1	0
Community V	FL	4.8	17	4.76	7%	0	0
Community W	GA	4.6	17	4.88	6%	0	0
Community X	NJ	4.9	27	4.89	4%	0	0
Community Y	NC	4.8	27	4.93	0%	0	0
Community Z	TX	4.7	26	4.81	0%	0	0
Community A1	WA	4.8	23	4.87	0%	0	0
Community B1	NM	4.5	21	4.81	0%	0	0
Community C1	OR	4.4	20	4.90	0%	0	0
Community D1	VA	4.9	20	4.85	0%	0	0
Community E1	WA	4.7	18	4.61	0%	0	0
Community F1	CA	4.8	17	4.94	0%	0	0
Community G1	NC	4.5	17	4.88	0%	0	0
Community H1	GA	4.5	16	4.94	0%	0	0
Community I1	AZ	4.4	16	4.63	0%	0	0
Community J1	OH	4.7	15	5.00	0%	0	0
Community K1	CA	4.7	15	4.80	0%	0	0
Community L1	ID	4.7	12	4.92	0%	0	0
Community M1	MA	4.7	12	4.92	0%	0	0
Community N1	PA	4.9	12	4.58	0%	0	0
Community O1	FL	4.6	11	4.55	0%	0	0
Community P1	UT	4.5	11	5.00	0%	0	0
Community Q1	NC	4.8	11	4.82	0%	0	0
Community R1	CA	5.0	10	5.00	0%	0	0
Community S1	UT	4.3	10	4.30	0%	0	0
Community T1	AZ	4.5	10	4.80	0%	0	0
Community U1	AZ	4.5	9	4.11	0%	1	0
Community V1	TX	4.7	9	5.00	0%	0	0
Community W1	OR	4.7	9	5.00	0%	0	0
Community X1	FL	4.5	8	5.00	0%	0	0
Community Y1	TX	4.7	7	4.57	0%	1	0
Community Z1	NC	4.8	7	5.00	0%	0	0
Community A2	VA	4.4	7	5.00	0%	0	0
Community B2	NC	4.2	7	4.86	0%	0	0
Community C2	NC	4.6	7	5.00	0%	0	0
Community D2	CA	4.7	6	5.00	0%	0	0
Community E2	PA	4.9	6	5.00	0%	0	0
Community F2	GA	4.8	6	5.00	0%	0	0
Community G2	FL	4.6	6	4.67	0%	0	0
Community H2	FL	4.5	6	4.83	0%	0	0
Community I2	IN	4.7	6	5.00	0%	0	0
Community J2	OR	4.4	5	5.00	0%	0	0
Community K2	NC	4.4	5	4.80	0%	0	0
Community L2	MA	4.2	5	4.20	0%	0	0
Community M2	NC	4.7	4	5.00	0%	0	0
Community N2	AZ	4.2	4	4.00	0%	0	0
Community O2	MA	4.1	3	4.00	0%	0	0
Community P2	VA	4.7	3	4.00	0%	0	0
Community Q2	NC	4.5	3	5.00	0%	0	0
Community R2	KS	4.7	2	5.00	0%	0	0
Community S2	MA	4.3	2	5.00	0%	0	0
Community T2	FL	4.5	1	4.00	0%	0	0
Community U2	NC	–	0	–	–	0	0

Falls and response times.

Reviews mentioning a fall were read and classified one by one; only confirmed physical falls are listed.

2 confirmed falls described by reviewers in twelve months; in 1 the response is described as slow or absent. Portfolio norm: 0.97 confirmed falls per 100 reviews; this operator: 0.3.

Community	Date	Rating	What happened	Signals	Injury
Community	2026-05-05	★★★★★	Resident fell; excellent staff support and quick response.		—	view
Community	2026-01-12	★☆☆☆☆	Resident fell, called for help repeatedly, ignored.	not noticed, call-system issue	—	view

Waiting for help

“I have called the managers five times tonight because I have fallen and need help and they ignore the calls and refuse to help me.”
★☆☆☆☆ · 2026-01-12 · Glenmoore Gracious Retirement Living · source

“I am outraged to learn that my mother’s emergency request for a plumber was ignored. She had to pay a local plumber herself because your office did not act. This level of neglect and the rude behavior we encountered is unacceptable. DON'T RECOMMEND”
★☆☆☆☆ · 2025-11-11 · Paloma Landing Gracious Retirement Living · source

“The staff seemed overwhelmed, and it often took a long time for residents to receive assistance. Communication with families was inconsistent, and concerns didn’t always appear to be addressed promptly. The facility itself looked dated, and common areas weren’t as clean as expected. I left feeling disappointed and wouldn’t recommend this facility based on my experience.”
★☆☆☆☆ · 2026-07-23 · Osprey Heights Gracious Retirement Living · source

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