Regus - Spencer House

We had a dreadful eerience with Regus at Richmond Station on Kew Road, London. The reception staff tried their best, but it was not enough. They often appeared overwhelmed. It was chaotic from start to finish. I faced multiple billing errors, and despite having a credit on my account, it has been impossible to access my money. Additionally, the building closed down with only 30 days' notice, and all communication regarding this was verbal—no documentation was provided. Emails went unanswered, telephone calls ignored, showing that they prioritise collecting rent over good/exellent customer care. Running a business can be challenging when renting an office from Regus. Issues are not, consuming valuable time and making it difficult to manage your business effectively. If you want to avoid problems, it's best to steer clear of Regus.

Paying £2,795/month to work on a building site — no keys, no kitchen, no response We pay £2,795 a month for office space at Regus Richmond and have been a customer since October 2024. We are posting this review only after trying to resolve a serious complaint privately. We submitted a formal complaint on 5 May 2026, followed up on 13 May, 19 May and 28 May, and received no substantive response from management. Here is what happened. On 30 April 2026 Regus relocated us to Spencer House. The building was an active construction site, incomplete, hazardous and unfit for occupation. From 30 April to approximately 5 May 2026 we had no keys or access cards despite our contract guaranteeing 24/7 access. Our team could not enter their own office without relying on reception staff to let them in. From 30 April to approximately 18 May 2026 we had no kitchen facilities at all. Regus charges £35 per person per month for this service and continued charging us throughout the entire period our team had no access to it. Throughout the weeks following the move we also had poor access to water, continuous drilling and construction noise for three full weeks, no heating or air conditioning on multiple days, and furniture forced into our office that we were told we could not remove. We raised all of this formally on 5 May 2026 and gave Regus every opportunity to put it right. We tried to resolve this privately before going public. We are only here because we were ignored.

DO NOT USE REGUS !! I would absolutely agree with the previous review. I have my own opinions about the multiple positive reviews, but I'll try to stick to the facts. The contact and the support received prior to setting up the Virtual Office was excellent - almost too attentive, out of hours contact, willlingness to negotiate etc.. The moment that signature hit the page and the card details were in, it's been horrible. - I was signed up to services I hadn't requested, and charged. - The costs did not align with the agreement made prior. - Despite multiple challenges, and speaking to some people who gave the impression something would be done, nothing happened. - The office address was also changed during the contract - which defeated the point of the Virtual Office in the first place. - I was auto-renewed for another 12months without my consent. - Contact has also become almost impossible. Now the agents who were very willing to call me initially, don't return calls (perhaps I've been added to a block list now that I signed up). Ultimately, they depend on you to stop bothering them. I fully expect that there will be a response to this review by Regus, suggesting how they are going to take this seriously and investigate the matter further, perhaps even give a contact point. But inevitably, that contact will entertain themselves for 5 minutes on the phone (or more likely email) and discard of the communication immediately after. FYI - Andrew Wade is not my real name (as I don't wish to have it publicised), but should Regus wish to actually get in touch with me before claiming they don't recognise my name, look up my account reference 17150710. I highly recommend you find look elsewhere and take this as a huge warning sign. What Regus gives the impression of and looks like from the outside, is nothing like what goes on inside.

Nice place to get work done, quiet and clean, very friendly receptionist.

My experience with Regus (Richmond Station, Kew Road) has been extremely disappointing. Before I signed the agreement, the sales team was incredibly attentive. I received calls — even on weekends — with follow-ups and persuasive conversations to ensure I would sign the package. The level of responsiveness and enthusiasm was impressive. Unfortunately, everything changed the moment the contract was signed. What followed was months of stress and administrative chaos: I was charged for the “free month” that had been explicitly promised as part of the promotion. My refundable deposit has still not been returned. My contract was renewed without my consent. I received repeated automated overdue notices while billing errors remained unresolved. Emails requesting clarification went unanswered for weeks. The contrast between the pre-sales experience and the post-sales reality is shocking. To make matters worse, the building itself feels neglected and poorly maintained. The overall condition gives the impression of abandonment rather than a professional workspace environment. This has not been a minor inconvenience — it has been an ongoing administrative nightmare. I would strongly advise anyone considering signing with this location to proceed with extreme caution and ensure every single term is documented and monitored closely. Very disappointing experience.