Regus - Bracknell Arlington Square Avis 8

Update on Regus / IWG response to review as below:

Thank you for your response, Lorraine.

Unfortunately, your reply again presents an incomplete and inaccurate version of events.

At this stage, we have extensive written correspondence from multiple Regus/IWG representatives acknowledging billing discrepancies, incorrect charges, reversals, account administration failures and issues surrounding the renewal process. If necessary, we are more than happy to begin sharing excerpts and screenshots from those communications publicly so that the factual position can be properly understood.

The central issue has never been simply “non-payment”, as your response attempts to suggest. The account entered dispute following ongoing billing and administrative failures within Regus/IWG systems, including charges that were later reversed or credited after being challenged.

Describing corrections of inaccurate charges as though the account was otherwise entirely correct is misleading.

Your response also ignores the wider issue surrounding the renewal process, including the acknowledged impact that the account suspension and billing issues had on communications and account handling at the relevant time.

What is most striking is that Regus/IWG appears capable of responding to public reviews within less than 24 hours, yet after more than 12 months we are still without a fully reconciled and transparent account position despite repeated escalations, meetings and ongoing correspondence.

Perhaps if the same urgency and focus were applied to resolving long-running customer disputes as is applied to defending the company’s public reputation online, this matter would not still be ongoing today.

We remain open to resolving matters constructively — but resolution requires factual consistency, accountability and transparency, not selective summaries of events.
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Following our review, Regus/IWG publicly responded by attempting to reduce over 12 months of disputed billing, contractual and operational issues to a simple “non-payment” narrative.

That response is not only misleading — it ignores the central facts already acknowledged by their own teams in writing:
- billing errors were made
- incorrect charges were applied
- parking fees had to be reversed
- invoice discrepancies existed
- and the account issues arose in the context of ongoing internal billing failures and disputes

Most concerning is the continued attempt to present refunds of incorrect charges as “goodwill gestures” rather than what they actually were: corrections of inaccurate billing.

The response also conveniently ignores the fact that Regus/IWG have already acknowledged that renewal notices and processes were impacted because the account had been suspended due to these underlying issues. Despite this, they continue attempting to enforce a significant rent increase that was never meaningfully discussed or agreed.

At this stage, the issue is no longer the existence of billing problems — it is the repeated misrepresentation and reframing of events depending on who within the organisation responds.

Over the past year we have:
- attended repeated meetings
- responded extensively in writing
- continued making substantial payments throughout the dispute
- escalated the matter repeatedly, including directly to the CEO

To then publicly suggest that we are somehow unwilling to engage is simply inaccurate.

The real issue remains unchanged:
👉 there is still no fully reconciled, stable and transparent account position despite more than a year of discussions

Instead, the experience has become:
- shifting explanations
- contradictory positions
- pressure for payment whilst disputes remain unresolved
- and repeated attempts to reduce complex, acknowledged billing failures into simplistic narratives

For any SME or growing business, this creates genuine operational and financial risk.

At this point, the most striking aspect of the experience is not the original errors — but the organisation’s apparent inability to address them consistently, transparently and accountably once they escalate beyond standard frontline processes.

Businesses considering Regus/IWG should ensure they maintain extremely detailed records of all invoices, communications and contractual discussions from day one.

Because when disputes arise, clarity appears to become remarkably difficult to obtain.

Professional Office facilities. Amazing environment.

It is well located; you can easily park your bike out or in if really necessary. I always find a space to work and you have all you nee inside to go through the day.

Regus had a room available on very short notice, it was clean, well presented and with refreshments set out as well. Staff were attentive, friendly and helpful.