Regus
Reviews and Complaints

I am a virtual office plus customer. After Regus closed down the office I was using in Brussels Midi, we were moved to Brussels Central at the end of May 2024. Since this time Regus has not been able to provide us with a working telephone number - so any new customers have no way of contacting us via telephone. This is unacceptable and it appears that Regus are happy to take the fees monthly but not to provide the service. I am deeply frustrated and this is affecting my business as when you call my number you get a message saying this number is not in use. Hence we have had no new enquiries for the business via telephone. Customer services has been cc'd on all the compliant emails but have not responded even once in 5 months

Regus closed our 605 N Michigan Ave location with just 12 days notice. We were offered another site BUT did not trust Regus after such an incident and decided to leave. We were up-to-date on all payments and requested our retainer back on 8/09/24 as instructed! It is now 09/25/24 and we still do NOT have our over 2k retainer back. For a small business this is substantial! We have emailed weekly for the past 3 weeks and have not heard a word back from T. or G. - the contacts for the move/end of lease at Regus. We are incredibly disappointed by the whole experience!

I rented a Regus Private Room from mid Sep 2023 to Jan 2024. All invoices were paid on time and they charged quite a hefty restoration fee although it was just a short-term office use which I paid without any issues too.

I followed their offboarding instructions and returned keys on time and an official request for retainer refund was placed. Their Toronto community associate confirmed my refund account details making me believe things were going to go as smoothly as my payments did each time around.

They were supposed to have refunded the retainer balance within 45 days of my contract ending which was Jan 31 2024 and we are well over 45 days (Mar 20 2024). But there is no sign of them showing any interests to do so. What a shame since I had absolutely no hiccups or complaints whatsoever during my 4.5 months stay otherwise.

I have been diligently following up with the designated Toronto associate but each time I email, I am asked to wait for a response and have patience. Wonder how patient these people would have been if I did the same and delayed my payments? Oh wait, that's right - you would have charged me interest/late payment fee.

I can't stress it enough, carefully read your lease contract before signing.
1) Be aware of the true lease term. I signed a 6-month lease at the beginning of the year anticipating 6 months of use. The way Regus currently words their contract is that the lease ends on the last day of the last month. In my situation, I'm paying for an extra month of rent. (For example: my lease started 2/3/2020. I anticipated it ending on 8/3/2020. However, the lease contract is worded to say that the lease ends on the last day of the last month. In my situation that's 8/31/2020. That's effectively a whole month more than I intended / budgeted for.
2) Be aware that they charge a "restoration fee" at the end of the lease of $2.50 per square foot of office space. Make sure your square footage is calculated correctly.
3) Pay careful attention to when you need to give notice that you're vacating / ending the lease. If you don't you risk the lease auto-renewing and being stuck for another lease term.
4) It doesn't surprise me that they're not letting people/businesses out of their contracts due to the stay-at-home orders around COVID-19. They're a business too and don't want to be left holding the bag. They're the 800-pound gorilla in the business relationship and the contract favors them. Even in hindsight, I don't believe they're going to let a small renter modify the contract with addendums that benefit the renter. Sure, there's a clause in the contract about Acts of God / Force Majeure, but it's in there only to protect Regus. It basically states that they have no obligation to you as a renter if they can't provide the services you've contracted with them to provide.
5) Before committing to a particular office, be sure to visit during a busy day and with the offices next to & across from yours occupied. I'm disappointed with the office space I've rented. When there are people in the offices, the walls are thin enough that I can hear their conversations. The office space does not really provide for the level of privacy and quiet that I anticipated for the money I'm paying (close to a $1000/mo). When I brought this to the attention of my site manager I was reminded that I can switch offices (and even sites), but it is necessary to pay the restoration fee for each office move / occupied.

I doubt I would have signed the contract with Regus if I had done more due diligence. Lesson learned.

They offer very good service in the start of contract but eventually service quality declined. We can say good to average service during contract period..

Regus tacks on monthly expenses for internet, phone lines, kitchen fees and other "expenses" that make it more costly than it first appears when renting office space.

Jan 25,2022 Update:
The renewal issue has been resolved. Thank you for Sandra's reaching out who is the Head of Regus customer service. I will be happy to stay with Regus. The centre team members are also friendly and willing to provide their helps within their authority.

I have rented the office space with Regus since 2018. Due to COVID 19 outbreak worldwide, my business is also got affected negatively.

My current rental will be due on March 31,2022, and I would like to keep an office space for daily operation. However, thing got changed dramatically due to Regus's auto renewal system miscommunication. On December 24, I received the renewal reminder by email which contains auto renewal rent options. I viewed the new price which has been increased by 75% from $900 to $ 1560/month. I was so shocked by this huge increases, although I expected it could be increased by 20%. In the email, they invite me to contact them if I have any questions and would like to discuss with me by December 31. So I replied by email and asked for other lower rent option (change to smaller space, etc), but no response. The I sent another 2 emails to express my disagreement and concern on the renewal issue, but still no response. In January 2, I got auto renewal confirmation email from them and told me it has been successfully auto renewed. Afterwards, I contacted Regus account help desk for 2 weeks, ticket numbers got expired for no reason. Until now none of them from Regus provide me with any solution. All what they want is to wait for the time so they charge my credit card in March with whatever amount shows in the unlawful agreement renewed by the machine. I told them the agreement is not an agreement and it is against my will.

Now, after 2 weeks of contacting the account help desk team, I feel like they treated me like a toy. The team leader said he could not do anything and let me contact the help desk. The help desk told me I should contact the team leader for solution.

I am willing to pay rent to keep my business going through this pandemic, but has to be a mutual agreement. They did not respond to any of my calls and emails in an effective way.

Good service all round, very happy with the entire process.

Office was clean and all staff were friendly.

Julien is a welcome new addition to the Centre. He brings energy, enthusiasm and a lot of competence in his work

Brand new uplift on 900 Trail Ridge Road, Aiken, S.C. Work spaces are 1st rate. Convenient location. Don't need to rent a large space that you might not use.

Regus offers flexible, high-quality and relatively inexpensive office space in a number of major cities across the world. This can be useful for start ups or larger companies who need flexible office space for traveling or satellite employees.

Regus offers flexible, high-quality and relatively inexpensive office space. I highly recommend Regus for your professional work. The offices are comfortable, The office staff are accommodating, always reaching out to help us out. I have had no regrets having my office here and am committed to staying with them.

Patricia, the center manager at Regus Hidden River location in Tampa Florida has been the most helpful person I have ever dealt with in this company. I have worked on two different continents in large cities and she is the most positive and helpful person I have encountered. She is a star and I wanted to highlight this because whilst I am the first person to point out my discontent with a situation, I think it is equally to point out when someone does a good job. She exceeds my expectations on a daily basis.
Thank you for providing someone who you can be proud of.

"(..) As mentioned from previous email, you updated your payment method dated 02/10/2023 which cause delayed payments. 

Although I am sincerely sorry about your dissatisfaction, we have already shared our position with you; it will not change.

Best regards,

Arte T.

Account Helpdesk"

This is a horrible app. The staff members are always frivolous and the service at the center where I have my office in New Jersey is not what I was expecting. They always charge unlawful late fees.

The staff at Regus in the Blanchardstown, Dublin, Ireland office have proven to be uncooperative, resorting to questionable practices, such as sending inaccurate invoices and issuing threats via email to coerce new customers into paying for these erroneous invoices. Despite my attempts to contact the receptionist and area manager to resolve these issues, I received no response. Within the first month of leasing a small table office from Regus in Blanchardstown, Dublin, I was presented with an invoice for over 3000 euros, a substantial amount for such a space.

From the very beginning, the staff at the Blanchardstown, Dublin office failed to meet the basic requirements for the office space. The door scanning card and fob provided were dysfunctional, preventing access to the office. Despite my complaints, the staff made excuses rather than promptly addressing the issue.

I strongly advise new customers to exercise caution when considering Regus for their office space needs and to avoid entering into long-term leases. It appears that Regus may attempt to overcharge customers with hidden fees beyond the basic office rent. Additionally, contacting Regus customer service has proven unhelpful, as no one seems willing to take responsibility for resolving these issues.

ayub

Regus terminated my account on 9th August 2024 due to building closure.

I was promised and received an email stating refund of £1080 would be returned by 9th September, nothing was received.

I chased my refund, no one responded, I managed to obtain a senior member of staff’s contact information, she advised I would receive my refund within a further 10 days, still waiting!

I reported a complaint with customer services, was told I would receive my refund by today 1st October. Still nothing has been received.

I am a small independent business, I cannot afford such a vast amount of money to be held unlawfully by Regus.

Unnotified Billing Increase since March 2024**

Hello,

I am a virtual office client in New Brunswick, NJ.

Since March 2024, I have noticed a significant increase in my monthly billing without any prior notification from Regus.

I reached out to the New Brunswick office representative, Daniel, who informed me that I would receive a response and resolution for the issue by May 24, 2024. However, I have not yet received any communication regarding this issue.

Please reach out to me by phone at [protected] to discuss this matter in detail.

Thank you.

March 2020 I requested that my office space be downgraded to a mailbox. I received the following response "Hi- As for downgrading to a *** account, I will have a new agreement for you to sign by the end of the day!"After receiving this response, I felt heard by management and felt sure they would follow through. I would soon learn that,in dealing with a new person when the community manager went on furlough, the person taking her place did not intend on honoring the agreement that I made with the former Community Manager both verbally and via email. On March 27th, 2020 I received the following communication from the "acting" community manager: "Hi- My name is Brooke *** and I'm the Team Lead for Operations in Downtown Denver. Do you have time today for a quick call regarding your lease and your downgrade? I'm available whenever. Best,Brooke *** /Community Manager Team Lead". In response the same day at 12:42pm I emailed indicating that I was free until 7pm that day; no response. I called Brooke; no response. Eager to get this new contract resolved, I then sent her another email March 27th, 2020 at 4:40pm and made sure to provide my private cell; no response.I waited about a week and sent another email following up March 31st, 2020; no response. April 6th, 2020 I eventually escalated the issue to the help desk, who directed me back to Brooke ***. Finally, April 9th, I reached out to the furloughed community manager in frustration (who responded quickly and was more available then Brooke ***, the "acting" community manager);she was kind enough to provide me with a more direct number for Brooke. I called the provided number and FINALLY received a response. Brooke essentially indicated she would not fulfill the promise made by the former manager.Brooke said, there were "programs" that were being offered instead for rent reduction. In a nutshell I am still paying a high rate, and feel I should be given what was promised. The program only helped w/taking 50% off two months rent.

Regus charged me £519 in July 2023 as retention money on the top 2 month deposit agreed before signing the contract.

Regus failed to provide me furniture as agreed in the deal so I'm didn't about use the office for 4 month in the 6 months contract signed

My business suffer financial loss due lack of furniture and paying the rent for empty office for 4 months

Regus hold the retention and deposit money for extra 45 days without any late fee or interest, were as agreed that they will return it within 30 days of end of the agreement.

We left our office space at the end of November 2023. According to our agreement we should have had our retainer returned within 30 days. We are now almost to March 2024 and the retainer has not been returned and all requests are ignored. Regus are sitting on approx £90,000 of our money. The centre manager is just a "face" and has no ability to do anything, there is no way to talk to a real person and requests through the portal are ignored. Having to look at starting legal action to have it returned.

The building is a mess, the centre managers are both unfriendly and unhelpful, I attempted termination due to the state of the building, this was actioned on the 24th December, for whatever reason it didn’t execute and I received a renewal agreement on 1st Jan 2024. I immediately emailed to cancel, was told this was only possible in 7 days (despite statutory 14 day distance selling regs) so I believed it was sorted. The centre manager ( who only directs me to the rubbish online portal with zero access to people) told me it was sorted only for Regus/HQ/centre manager to magically added an extra month to my contract. The building toilets and showers are disgusting with urine, faeces regularly on the seats and caked in the toilet brush, there is a hole in the ceiling on my floor which has been there for 2 months, I cannot bring clients to this filthy building. I’ve been there for 4/5 years and the idea it’s a ‘serviced’ office is a joke. There is zero service.

Hello

Account: [protected]

On July 2023 I was Suspended from using Regus Services although I had Credit on my balance

I open tens of Ticket with no success till I got my contract canceled

Even though I was Suspended, my credit was reduced each month till it get ZERO

I opened a ticket asked for refund of my July Credit OR USE as Services

like Cowrking , but no success

I hope I get this resolved

Youssef

"I hired the services of this company to rent an office in Florida. In their sales offer, they do not mention that they will charge an non-refundable extra fee of more than $500, assuming that this fee is for leaving the office as it was delivered. My company, Taxestop LLC, was only with them for 2 months, during which there were no issues or even a need for cleaning, and yet they charged the $500 to the credit card without authorization. Then, they give 30 days to refund the deposit that my company Taxestop LLC gave them, of more than $1200, and to date, they have not returned the money. We have sent more than 12 emails for this refund and claim, and now they have sent us an email saying we must log in to the account to request the refund, or they will not return it. When we try to log into the Regus account, it is blocked, and there is no way for us to get our money back. Our account, Taxestop LLC ([protected]), email [protected]@gmail.com."

I rented Regus/HQ space at their office in Red Bank, NJ for just over 4 months and left in October. As part of my rental agreement Regus charged me $2,160 as a security deposit or what they call a retainer. I was told my deposit would be returned within 30 days of my request. I requested my deposit be returned on November 2. I complained to Regus customer service who said my return was being processed but it has been over 60 days and I still have not seen the money.

We rent office space and were a 12 month term. I notified them of my intent not to renew with 62 days notice, BUT I didn't know we had an auto-renew clause asking for a 3 month notice, else auto-renewal. This is a very manipulative process. You can't opt out in the first 3 months, but then need 3 months notice at the end. We have outgrown the space. On top of that, they haven't been picking up my trash daily, leading to old smelly garbage.