Muskoka Hills Retirement Villa

Do not trust this place with the care and well being of your loved ones. After my father went to the hospital they never once asked about his condition. They only focused on getting another months rent. We did not receive any condolences from them after he died. The manager is very difficult to communicate with. She is combative and nasty. I do not recommend this place.

Nursing staff was great. When I came here I went into isolation, I was taken right to my room.No documents were brought to me about meals,rules,special diets, allergies or medications. I did the virtual tour and was told the two different prices for the two rooms. I wasn’t told about the rule for the weekend was no dropping stuff off for us, hence my mom was turned away at the door with my bedding. The food leaves something to be desired and often I have asked what is it?” I wouldn’t recommend this place to anyone I liked. The management is terrible and argumentative!

An offer of admission to this facility allowed my loved one to be discharged from hospital. Otherwise, he had no where else to go. Initially we felt that staff were demoralized but noted improvement after a Wellness Nurse was hired. My loved one initially experienced thefts of cash from his room requiring extraordinary prevention measures. The thefts stopped. Food quality was a source of continued complaint with many residents. My loved one often did not eat the meals offered and supplemented with purchases from the grocery store. If he asked for seconds, while promised, they often did not come. His room was adequate, but not air conditioned. During a hot spell in the summer of 2018, the staff did a good job of moving residents to the air conditioned lounges and giving them ice cream and water. The bathroom did not have assisted devises to help with toileting, although the home knew at acceptance that he had mobility and balance problems. He did eventually fall when trying to transfer to the toilet and broke it. The water was not steam cleaned from the carpet and when he moved to a nursing home a few months later, he was charged for replacing the carpet which had become moldy. The facility did not honor it's tenancy agreement in respect to determining and providing a final billing, and requests for review, refund and an explanation for monies collected upon departure were ignored. From what I have seen online, complaints about the administration of this facility seem common from families and staff. In my opinion, the facility's website embellishes the facility's assets. It must be remembered that it is a former ski lodge that has been converted to its current purpose. However, throughout 2018 and presumably throughout 2019 an effort to renovate the resident rooms as they became vacant was noted. Presumably, the renovations will make the facility more suitable to its purpose. Overall, I would not recommend this facility as a first choice, but it is better than staying in hospital for lack of a place to go.

I found this place excellent for my family. It is not ease to find a place that is just like the cottage with caring staff and amazing meals. We visit our family every weekend and they love it there at the Villa. There is lots of music, games, walking trails and even a Chapel service every week. Over 100 people were attending the craft show when we dropped by. Highly recommend this place. Like a lodge hotel. [Name removed] [removed]

The building is great. Bright and cheery. The nurses are amazing. Friendly and caring. The food is good. Home cooked and fresh. It's only because of these three aspects I am giving it one star. The administration - HORRIBLE. Don't even expect to actually talk to the Executive Director, [Removed] especially when they are in the wrong. Like when important paperwork is not filed thus causing grief and turmoil for the family. The owners are totally hands off and don't really seem to care what happens at the retirement home as long as they are making money. If you are considering a place for loved ones I would NOT select Muskoka Hills if you are looking for a caring community from the top down. The top doesn't care - they are just in it to make a dollar. When they make a huge error and won't even provide you with a phone call or email to say "we are in the wrong and we are sorry" it really isn't good business.

The facilities are wonderful. Clean and bright. The nurses are incredible. Friendly and caring. The food is good. Home cooked and fresh. These are the only reasons I'm giving them two stars. I feel these aspects need some recognition. The administration is HORRIBLE. Don't expect to actually speak with the Executive Director [name removed] - she will avoid you at all costs. Even when something very severe happens like unfiled important documents that are required by all staff at all times. The owners are very hands off and refer everything back to [name removed]. But good luck getting her to actually talk with you. Resolution to my matter still has not been even acknowledged let alone addressed. Be cautious when choosing Muskoka Hills. If you are wanting a caring atmosphere from the bottom up - then this is not the place for your loved ones. If you are only interested in the facility, nurses and food - then this is the place for you.

Muskoka Hills barred my mother from wishing her father (my grandfather) goodbye as he was being moved out of the retirement home to another location. They do have the right to tell people to get off their property but they were two-faced in this matter - one moment allowing us to visit and the next minute telling us to get off the property. If they deny that they did this my uncle has proof that we were ejected from the property for trying to see our grandparents / parents. My grandparents are no longer at Muskoka Hills (I do not currently know where they are) so there is no point going there. But I do recommend that you don't visit this place or convince your grandparents / parents that this is a good retirement home. You may not be allowed to visit them.

Muskoka Hills barred my mother from wishing her father (my grandfather) goodbye as he was being moved out of the retirement home to another location. They do have the right to tell people to get off their property but they were two-faced in this matter - one moment allowing us to visit and the next minute telling us to get off the property. If they deny that they did this my uncle has proof that we were ejected from the property for trying to see our grandparents / parents. My grandparents are no longer at Muskoka Hills (I do not currently know where they are) so there is no point going there. But I do recommend that you don't visit this place or convince your grandparents / parents that this is a good retirement home. You may not be allowed to visit them. [Removed] is the office admin there and she is a two-faced piece of work.

We toured the location with our family and they gave us a complementary dinner in their Muskoka dining room. We were very impressed with their service and staff. Our father will love it here. The rooms are economical.