Based on my experience over the past two years, I would strongly recommend thinking carefully before choosing this provider.
1. During the sign-up process, I was given information that later turned out to be incomplete. Some contract terms were not clearly explained and appeared open to interpretation. When I asked questions, the explanations I received differed from what I actually asked for. I only became aware of this after signing the agreement.
Note: I could have tolerated many of the other issues mentioned below, but transparency and honesty are my red lines. The lack of these makes the overall experience significantly worse.
2. On my onboarding day, another team member acknowledged that I should have been informed properly. I raised concerns about transparency and asked whether I could exit the contract at that stage because of the lack of transparency, but was told this was not possible. I therefore decided to continue and give the service a chance (had given no other chance).
I was also left with the impression that I was expected to provide a high rating in the onboarding feedback survey to avoid internal issues for the staff member. As transparency is very important to me, I chose not to submit a rating at all rather than provide negative feedback at that time. Looking back, feeling encouraged to withhold honest feedback has contributed to my current reluctance to tolerate further issues.
3. To be fair, individual staff members have often been helpful. However, in my view, some of their policies can lead to customers being misinformed about what they are agreeing to.
4. Over time, I experienced numerous access issues when trying to enter my office space. While some were resolved during business hours, several incidents were unacceptable. On one occasion during normal office hours, reception was unattended for approximately 45 minutes while as it turned out a staff member was engaged in a non-work-related conversation. I called the reception and waited 45 mins to access my office, then had to go back to home. On another recent occasion, I was unable to access the workspace despite paying for the service for 7/24 access. These repeated disruptions have affected my productivity, planning, and resulted in unnecessary travel costs.
When I raised the issue, I was offered gestures such as refreshments rather than any meaningful service-related compensation. I was also told that access problems may have been due to using a different account, which I strongly believe was not the case. I have been aware of the existence of two accounts for nearly two years and have consistently used the same one without switching.
5. I have requested formal written clarification regarding access reliability, resolution steps, compensation policy, and contractual responsibilities when access cannot be provided. However, there has been a preference to discuss these matters verbally rather than provide written confirmation, which does not provide customers with clear records.
6. There was also a serious security concern in the past when an unauthorised person accessed a locked office. Although no major losses occurred and one missing item was later returned, this incident raised questions about building access controls and overall security standards.
7. Additionally, the contract includes a lengthy notice period, which may be important for prospective customers to carefully consider before committing.
8. In recent months, repeated issues have significantly affected my motivation to use the office space, despite continuing to pay for the service. At the time of writing, I am still awaiting clear confirmation that my access is fully functional.
Overall, while the physical workspace itself may suit some users and local staff can be supportive, reliability, transparency, and trust are fundamental aspects of such a service. I would therefore advise potential customers to review terms carefully, ask detailed questions in writing, and consider alternative options before making a decision.
