Recurring negative experience with Regus – very disappointing
Yet another negative experience with Regus, and unfortunately it confirms a pattern rather than an isolated issue.
I was recently charged a “rehabilitation services” fee of €35 + VAT per m2 for changing from one workspace to another. This cost was never disclosed to me, neither when I first rented a coworking space nor when I later signed a long-term office contract. The contract was signed in person with the sales representative, based on the conditions explained at that meeting. Omitting such a material cost is misleading and unacceptable.
In addition, I was charged the activation fee (€45 + VAT) twice, although it is supposed to be a one time fee. Although the team acknowledged the mistake, the proposed “compensation” was free use of meeting rooms, which is pointless when you rent a private office specifically to avoid needing them.
Overall, Regus appears more focused on extracting additional fees than on transparency or customer experience. This has seriously damaged my trust in the company.
I will not renew my contract and will actively look for another provider. I would strongly advise potential clients to read every detail carefully and to be very cautious with what is (and is not) disclosed during the sales process.
Update after their reply: My dissatisfaction is genuine and goes well beyond any unjustified charge. The core issue is the overall quality of service, which has consistently fallen far below the standards that led me to enter into the contract in the first place.
The repeated proposals for an “amicable settlement” have only resulted in additional time loss and unnecessary administrative burden on my side.
Not to mention that I ordered furniture for the office in December and as of 28 January, nothing has been delivered.
Odpowiedź od Regus - Barcelona World Trade Centre
Hi Sezen,
I’m so sorry for your continued dissatisfaction.
The office restoration service is a part of your agreement. It will be charged upon your departure or if you choose to move/upgrade. We provide our restoration service for all customers to save time and money, along with the frustration of dealing with multiple outside vendors, such as IT & phone technicians. When you moved into your office, we ensured it was all in working order and ready for use. We do the same with each customer.
On behalf of your salesperson and centre team, I’d like to extend a full apology if this wasn’t explained to you.
The activation fee is billed to set you up in your new office. There are a few administrative tasks we need to do to ensure you start your service perfectly and have access to both your centre and online account. Though this fee is standard in the marketplace, we have ensured we are priced competitively for the advanced offering we provide. The fee includes setting up your online account, providing you with a free Lounge Membership to access our network of lounges worldwide, standard IT set-up, keys and building access, making sure all your equipment is ready and preparing your workspace.
Since there is a change in the number of occupants under your upgraded agreement, you were charged with another activation fee. Your centre team offered you free meeting room usage as a goodwill gesture, but you rejected it.
My team member has tried to resolve this matter amicably, but you have rejected it too.
If you wish to reconsider or it you need further assistance, please respond to my team member.
Thank you,
Lorraine Brule
Global Customer Service at Regus
