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Great concept, poor service delivery

I took up the Platinum Plus monthly subscription for 6 months which gave me 10 office days per month. Started well with the beautiful Berkeley Square (Mayfair) offices and the Covent Garden office. However some offices were really not up to a good standard, in particular the Tottenham Court Road offices, and some did not have all the facilities expected (e.g a few times there was no phone in a room I booked out of the Regus offices). Unfortunately, I had a very bad experience with your Canary Wharf offices; notwithstanding my membership they charged me for my room hire and it took over a month to get a refund. They were inefficient and generally incompetent in coming back to me and dealing with my query. They were rude on two occasions and one member of staff actually put the phone down on me and accused me of not knowing what I was talking about. The last straw came when my father was taken in hospital for over a month and I was unable to use my subscription on a regular basis from Easter onwards due to caring for my father for a part of my working week. I sought to have the subscription downgraded with the view that I could pick it up again once I was in a position to use the facilities. I was shown no compassion, no options were offered, it was clear to me that all Regus were interested in was maximising their monthly revenue notwithstanding I was unable to utilise the facilities for reasons beyond my control. I was advised that if I wanted to down grade the only option I had was to give notice to terminate and re-take out a new subscription. I feel this was completely short sighted, showed lack of empathy, and was clearly not commercial. I did terminate the agreement entirely as a consequence and Regus have lost an existing customer and a serviced offices client for the future. I was extremely disappointed in the way I was treated in the last 3 months. I certainly would not recommend Regus' services to other colleagues or clients as a result of my experience.

James Smith found this review useful

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Ms McCracken
United Kingdom