Regus - Heathrow, Stockley Park, The Square Reviews 8

I work in the building and the staff at Regus Hayes are very helpful and friendly. Any issues are handled quickly and efficiently too. Overall Jordan, Stephen & Anvir do an excellent job!!

We had a meeting for 6 delegates - all day booking, room was well equipped and there was also a coffee/lunch cafe and area to sit outside the meeting room, which was a plus. Staff member "Jordan" was very helpful showing the rooms and ensuring it met with all our requirements - thank you Jordan.

The reception team is very customer oriented resolved all issues and great customer service. Jordon and her team are focussed on the customers

This review relates to The Square Stockley Park UB111FW

I have been a customer with Spaces office (Uxbridge branch) of Regus for the last two years and recently when the time came to downgrade to a virtual office, I am struggling to get this sorted. It has already been two months and nothing has been done. Even the front office staff and manager are helpless as even they are tired of sending the tickets out to the head office to downgrade my office.
The front office managers have sent the new agreements twice to the head office regarding my downgrading of the office but I still keep getting hassled with emails giving me warnings that my services will be restricted for a no fault of mine but its their own system that has failed.
In the last two years, I have never missed paying my rent and have hardly used the office but when the time came to downgrade my office, it seems that they do not want do it. In fact, without my acceptance, my office rent has been increased automatically and new invoices are reflecting the new rent as suppose to the downgraded price, hence I have not paid the invoices and are getting hassled. It has caused me a lot of stress for their own fault in dealing with this simple situation.

This is not enough, I also took another office in their Stockley park office and are facing a similar issue with them too. The front office staff promised that since I am an existing customer, if I sign up for another office, I will not have to pay any administration fees. But to my surprise, I have been charged with £90 admin fees and now I am getting emails from the debt collection and legal department about this fees. It seems that the legal department are working from home and cannot be asked to do their job properly. They have failed to contact the front office manager to confirm if the admin fees should have been waived and let it go for a period of 7 months and my case gets passed on from one person to another as nobody wants to take the ownership of dealing with complaints.
There is no system to complain as the head office is apparently based in another country and the front office makes incorrect promises to get new sales but fail to keep up to them.
I will not recommend anyone to trust the front office staff when taking new sales and anything that is promised by them should be taken in writing. Very poor service!!!!

After being with Regus since 2014/15 and having an office, I then moved to co-working space and then since everything is online now, I wanted to shift to virtual office. I have requested for that back in February 2023 I have vacated the co-working space end of March as I was given the time/notice period. Well, we are now at the end of October 2023 so 6 months later. They still charging me for the co-working space and for virtual office. Why on earth would I need both services when I was clear stating I want to shift to virtual. The centre manager at Regus where I was based was resting me assured this situation will be resolved as previous manager has made some mistakes. Here we are and nothing is being done. I have never had no issues in the past but now perhaps since the pandemic their service levels have gone from acceptable to a nightmare. No one is willing to resolve issues. It seems like on the spot when I ask yes don't worry, we will sort it out, well we are more than 6 months away from the initial request. Very unsatisfied.

Regus the company itself isn’t that bad for a day or couple hour space rental, but when they PEER Pressure you into getting a contract it’ll be all easy and simple but when you need support and advice you get the same old story and response with this support team and Regus Support Team, I would AVOID at all cost simply.

Like many of the customer complaints on this board, I have still not had my retainer returned. I requested this on April 14th 2023 and have always been told by Regus that it will be returned within 30 days. I have a screenshot from the Regus app which outlines this time frame. It has now been 70+ days and still I haven’t been returned my funds.

When I raised the delay in May, I was told it would be issued on the June 8th payment run. I’m not sure why it wasn’t issued in the May payment run but I was willing to trust Regus and wait until June.

I was told to wait until June 19th to allow the payment to clear but when it didn’t arrive, I raised this issue again. I was told by accounts helpdesk that they needed time to investigate.

The outcome of the investigation – ‘The finance team has reverted. It seems there was a system glitch happened on the refund dated June 8, 2023. All refunds request will now be included on the next payment run which is on July 6, 2023.’

So now I have to wait until July 17th as I’m sure Regus will tell me to wait 7 business days again for the payment to clear. Assuming the payment is made successfully in mid-July, that would be 90 days from the time I made the request and 60 days over their time frame to return a retainer.

I was late paying them once as my card had been cancelled due to fraud and I had to wait for a new one to be issued. Regus emailed me to say that my payment was late and that I could be charged late fees if I didn’t make the payment soon. They didn’t tell me how long I had left to pay or the amount of the late fee. I made the payment as soon as I had my new card details but was still hit with an extortionate late fee. If I am being charged for not honouring my agreement, then will the same rules apply to Regus? On the assumption I do receive my retainer in July, it would have taken 3 times longer than it should have (90 days instead of 30 days). Regus – how will you compensate for this failure on your part and not honouring your own terms for returning a retainer?

I had no choice but to come to this board to log my complaint because I am getting nowhere with the support team. They expect me to just trust that everything will be ok in July. What guarantee can you provide that my retainer will be returned in July? It feels like you are just buying another few weeks of time and expecting me to forget the fact that you unjustifiably have my money.

Just looking at the recent complaints over June, there are a number from customers who have experienced the exact same issue and over the same timeframe. Yet the response from Regus to several of these complaints is to claim it is 'an exceptional situation'. It is not. This seems to be a common occurrence. Stop with the meaningless apologies, stop telling us that you understand how frustrating this can be. Do the right and simple thing, simply return the money which does not belong to you.

I will continue to follow this up frequently until my funds are returned.