Regus - Arlington Square

Got a small office. Paid my deposit and first month up front. Needed a larger office so 'upgraded'. Reconciliation with my payments was a mess and monies that were not owed were then demanded by a condescending team member chasing 'debt'. I asked for clarity and for payment history to be looked at. Mistakes were found and then money was instantly demanded without being able to review myself. Money was then taken from the company debit card. Although parking was paid for, we received multiple parking fines and then have to have them voided by the front desk. I terminated the contract. I then received an email asking why, I explained and suggested that as a good will, I shouldn't have to pay from now until the end of July (2 months). This was denied. I am confident that this is the sort of service I will never use again. Now I'll await the generic reply to this review with 'please email customer service and you're sorry for my experience'. Look after your customers and they will look after you.

Update on the response received from Regus to my post as below: After 12 months of ongoing issues, multiple escalations at centre level, and a second escalation to the CEO, being asked to raise another support ticket is not what we need. This is the issue with Regus - just generic responses that mean nothing and not a care about the customer. Having spent time reading other customer feedback, there appears to be a consistent pattern of concerns — particularly around billing transparency, renewal handling, and dispute resolution. That raises a reasonable and important question: 👉 Are these issues centre-specific, or more systemic? To explore this further, I’ve created a group — “Regus UK Customer Feedback” — where customers can share their experiences openly and factually. The aim is not to criticise for the sake of it, but to: * Understand whether patterns exist * Share experiences constructively * Help others make informed decisions Transparency and consistency are critical when businesses rely on a provider — particularly when issues arise. We remain open to resolution, but greater clarity is clearly needed. —————————————————————————————- Original post: If you’re considering a serviced office here, read this first. We’ve been based at this centre since 2023. Last year, we expanded into a much larger office — increasing our monthly spend by over 200% because we believed we were investing in a reliable, professional workspace partner. That turned out to be a mistake. Over the past 12 months, we’ve dealt with: * Conflicting account balances * Invoices that don’t clearly add up * Account suspensions for charges later acknowledged as incorrect but no apology for the disruption to our access to services as a result never mind compensation * No clear, reconciled view of what is actually owed - putting the business at risk of HMRC compliance * Auto renewal with a 35% rent increase with no discussion or authorisation - completely contrary to what we were provided in writing by the centre at point of signing the agreement. *Furniture that was promised not delivered for over 12 months, broken Aircon systems, faulty electrical sockets, broken toilets and the list goes on. Did you know that the UK has had a shortage of desk pedestals for 12 months??!!! The positive - the front desk is friendly and try to help but apart from a nod and a smile can't do much. And when you try to resolve it? Instead of clarity, you get pressure. We’ve faced escalation and even threats of restricting access to our office — while the account is still under dispute and payments have been made in good faith. Let that sink in. An office containing business-critical systems and confidential information — at risk — because we asked for a clear breakdown of the bill and said that we would be happy to pay everything that was due as long as we got a clear breakdown of the bill. What’s most surprising is the lack of ownership. Despite being on-site, there has been no meaningful attempt to sit down and resolve the issue face-to-face. For a company that markets itself on professionalism and supporting businesses, this experience has been the complete opposite. We’re still trying to resolve this and praying that there is at least one person in this gigantic organisation who actually cares about the customer. But if you’re signing up, make sure you: ✔ Understand exactly how billing works ✔ Keep a very close eye on your account - once you've signed up you're on your own - it's your responsibility to figure out everything and keep on top of everything most importantly the fine print ✔ Don’t assume issues will be handled proactively Because once things go wrong, it will not be straightforward to fix. Proceed carefully and with your eyes wide open.

This office is an absolute disgrace. For 3 and a half weeks, the first-floor kitchen has flooded daily, and the water taps remain non-functional. Management’s “solution” – granting us access to other floors – is not a compromise; it is inconvenient and a glaring security breach. The building’s maintenance is non-existent. Broken toilet cubicles are permanently locked on every single floor; in fact, two out of four cubicles on floor one have been out of commission for over a year. Despite this, they have the audacity to hike parking charges twice within the space of a few months. After a recent increase to £75, they have just increased it again to a staggering £90 per month. To make this worse, any attempt to raise these valid concerns is met with dismissive, rude emails and zero effort to find a resolution. I have been asking for weeks to receive a response from head office but have received nothing whilst they continue to help themselves to £1,080 of my money for parking every year. This is an appalling, dilapidated workspace. It is clear that tenant fees and parking charges must be being funnelled directly into the pockets of greedy shareholders while the building literally falls apart. Do not use.

I am appalled at the recent price increase to car parking, from £70 to £75 per month during a cost-of-living crisis and when fuel costs are through the roof. This equates to £900 per year, charged for coming into work. I really do not know how Regus can justify this - it is sheer greed at the expense of the worker.

Front desk staff super helpful and welcoming!