Regus - Southampton, Cumberland Place Reviews 4

Excellent business lounge
special thanks to Brooke for helping me with some IT issues

I have had a great experience with Regus. The offices are modern, well-maintained and provide a very professional environment that’s perfect for both client meetings and day-to-day work. The flexibility they offer is excellent, whether you need a private office, a co-working desk or meeting space on short notice.

The staff are always friendly, supportive and quick to help with any requests, which really makes a difference. The facilities including high-speed internet, meeting rooms and common areas —are reliable and convenient allowing me to focus on my work without distractions.

Overall, Regus makes running a business much easier and I would highly recommend them to anyone looking for a flexible and professional workspace solution.

I rented an Office at Regus - Cumberland Southampton from 1 August 2023. Then on Tuesday 22nd August a fire took place from what we were informed was due to “the landlord domain electrical fire in a riser cupboard”. We were then informed that we would be allocated an alternative temporary office for the 8 weeks the building will be under repair, but we were informed “the landlord could not provide a concrete exact date”. I was shocked when I went to collect my items from the office because there was only one worker and the guard at the premises. Then I noted all offices were wide open such that anyone could just walk into any office and pick whatever they wanted. From what I saw at the office it was clear there was no way the repairs would be completed within 8 weeks.
I then notified Regus - Cumberland Southampton that the office I was allocated at the Airport could not meet my needs plus it was outside my area of registration. I therefore notified them if the offices at Regus - Cumberland Southampton would not be complete within the 8 weeks as initially stated I would be terminating the contract. Regus - Cumberland Southampton responded that if I terminated the contract I would have to pay for the remaining period of the contract yet they could not say when exactly the offices would ready for use. To the best of my knowledge contractors provide a time frame when they would complete a project.
I agree accidents happen, but the way Regus - Cumberland Southampton is treating tenants is very unprofessional. I at one point received a call from someone who introduced herself as my liaison officer or something like that but I was surprised she was not aware there was fire at Regus - Cumberland Southampton. When I informed her about the fire she seemed shocked and said she would get back to me. I have never heard from her since.
There is no way I can continue to operate on a temporary office and still pay full rent yet I cannot set the office as I wish. Right now most of my office equipment are stored at home because I cannot move them in a temporary office for a period I do not know. The temporary office I was allocated at Regus Southampton Airport was not even prepared to suite my needs and was filled with the furniture and everything else the previous occupier left.
I have made it clear that I have to terminate the contract after the 8 weeks since I cannot continue working in a temporary office for unknown period.

I entered into a contract for an office at this location due to start in September. Unfortunately they had a fire at this location so the agreement wasn't able to go ahead (it's still not open and won't be for at least 8 weeks apparently). In their terms and conditions they state that if this happens I have the option to use a different location, postpone the agreement, or cancel it. They were pushing me to use a different location, which won't work for my business, and eventually they agreed to postpone the agreement. I wasn't updated on the delay in reopening, but when I checked with them I was told it could be months.

At this stage, having already been delayed by a month, I decided I would cancel the agreement, and informed them of this immediately. Three weeks later, I have been further invoiced for a month for an office I am not in, there is no option in their online portal to cancel my direct debit, and they still haven't actually cancelled my agreement from their end.

This timescale is ridiculous. If I had simply changed my mind I may understand this, but the fact is they are unable to fulfill the agreement, their terms and conditions state I can cancel, and yet I am still being strung along.

The people who are in charge of refunding my money are only contactable through their online system, and all complaints go around in circles.

Proceed with extreme caution if you are a small business, because if there is a problem you're screwed.

Edit: Just editing to add that the copy paste reply from Regus here illustrates my point that all complaints go around in circles. All customer service, finance, the online help service and anyone else you can find do is refer you to the community team, who can only chase it up with people who are uncontactable by customers.

This system is not designed for complaints or keeping customers happy.

I've now been waiting for Regus to follow their own terms and conditions for a month. How they can think this is acceptable is beyond me.