TX, Houston - River Oaks

very rude to pack draw workers

Not sure why the customer facing staff are so difficult to work with but my experience just calling for information on the location awarded me a similar experience to other reviews listed. They very clearly have a script they are encouraged to follow and when I asked questions outside of that script the person who answered the call responded “I don’t see the point in telling you that information”

I have been using the Regus office at 3730 Kirby Dr., Houston, TX, for many years. I don't use it often, but I book rooms for short meetings at least twice a year. After receiving exceptionally poor customer service on two separate occasions over the past two weeks, I will no longer book rooms at that location. There are many other Regus locations in the area. I don't have an issue with the company itself. My problem is with the staff at this particular location. 1. Last week, I was asked if I wanted to check in a few minutes early. Both parties were present for the hearing, so I agreed. I've previously checked in a few minutes early without an extra charge before, so I was surprised to see additional charges on my bill when I received it. I responded and asked about the charge. As an attorney and business law professor, I was shocked and disappointed to see the Regus representative’s written response: "We do not typically notify clients about extra fees for entering the room before the scheduled start time..." Knowing from both a legal and customer service perspective that this was THE WRONG ANSWER, and noting that the rest of the response was somewhat condescending, I angrily told her, “Yes, please direct your billing department to remove the charge. Not notifying clients about extra fees is likely a deceptive trade practice under Texas law. I would have just waited if I had known.” The representative replied with another condescending message, and I assume her manager, a woman, contacted me the next day with another condescending response after the charge was removed. I was annoyed but decided to just “let it go” since the charge was reimbursed, and I had another meeting scheduled at the same location the following week. 2. Today, the Regus representative seemed to retaliate by providing the worst customer service I’ve ever experienced at a Regus location. When I arrived around 12:50 PM, no one was at the reception desk. Instead, there was a sign indicating that the staff was on a lunch break until 2:00 PM. By the time I finished reading the sign, a Regus staff member appeared. I told her my name and the time of my appointment. She offered to check me in early, but I declined. It almost seemed as if they weren’t expecting me this week because the room wasn’t ready. The staff member brought a pitcher of water to place in the room but didn’t provide me with the usual access information. While settling into the room, I realized I hadn’t received this information, so I went back to the reception desk. Since NO ONE WAS AVAILABLE, I used my phone as a hotspot to access the internet during my meeting. As usual, the hearing lasted about 30 minutes. When we left the room, again, NO ONE WAS AVAILABLE AT THE RECEPTION DESK. This has NEVER happened before.

Don’t Let the Smiles Fool You I recently rented an office for just a few hours at the Upper Kirby location (3730 Kirby Dr.) to test the space before committing to a long-term lease. The team seemed friendly at first, but don’t let the smiles fool you. I was surprised by two issues: first, I wasn’t given a key and couldn’t lock the office, even though my colleague who recommended the place had received one before. Then, after I left, I received an unexpected extra charge for “relocating furniture.” We were only two people, and we absolutely returned everything to its original place. When I called to discuss it, I wasn’t met with any willingness to listen—just repeated lines like “that’s our policy” and “the payment stays.” It would have been nice to at least get a heads up call prior to the charge.. I even requested photos, which they sent, but without timestamps. There was zero effort to talk through the issue or consider that a mistake may have been made. If this is how they handle a simple, short rental, I can only imagine what kind of “additional costs” could show up in a long-term agreement. Just sharing my experience so others know what to expect.

Been here 15 years, first with an office, and more recently, couple years ago downgraded to virtual office. In the past couple of years, I noticed the reception area is unattended for 1 hour during the day, usually 1pm-2pm. I have had clients try to drop off items, but cannot, due to no one here. I have come a couple of times to pick up mail, and no one is here. Only a sign that says they will be back at 2pm. I have seen other tenants not happy about this as well. This is poor service from a world wide company. Anyone with any business sense knows this is inappropriate. The reception area should be attended to during normal business hours 8-5. The receptionists are not at fault. They are very professional. This is poor management.