Regus - Bristol, Castlemead Avis 5

Castlemead Regus is a fantastic place to work, and a big part of that is down to the people. The reception staff on the ground floor are always very welcoming, and in particular Izzy and Jeanine at the Regus desk are incredibly helpful and friendly – it’s always a pleasure to see a familiar, smiling face around the building. They’re genuinely happy to help with anything, and it’s the small things that really stand out. On one occasion when I wasn’t sure where something was, Jeanine took the time to walk with me and show me herself, which made a big difference. The building itself is also very clean, well maintained, and has a professional yet pleasant atmosphere. Overall, a great experience.

Castlemead is a great centre for our HQ. Regus helps business to grow, legally, at an competitive price. Special thanks to Jeanine and Team. Lot's of help from Shannon too.

Extremely disappointing onboarding and lack of transparency in the sales process

I normally do not leave negative reviews, but my experience with Regus/IWG has been extremely disappointing, and I feel future customers deserve transparency before signing any contract.

I recently signed an agreement for a dedicated office at the Bristol Castlemead location. Before signing, I asked several times for a clear explanation of the costs, the payment structure, and what I would be expected to pay upfront. Unfortunately, the information I received during the sales process was unclear and incomplete.

Despite repeatedly asking for a full breakdown, I was not told that:

I would be invoiced for the next month almost immediately after joining,

I would end up making two payments within the same month,

My chosen start date (5th December) would financially disadvantage me,

And that the practical impact of “direct debit on the 14th of the month before” meant paying January’s rent just days after starting the contract.

Had this been clearly explained, I would have chosen a start date of 14 December instead of 5 December. This option was never presented to me, and the consequences of the start date were never outlined.

To make matters worse, although I was being invoiced immediately, I couldn’t access the building at all. I did not receive a key or any practical access despite already being charged. I had to chase this myself, which added to the frustration.

I want to be very clear: Jeanine from the centre team has been excellent—professional, polite, and helpful. My complaint is not about the centre staff but about the lack of clarity and transparency at the sales stage, which ultimately affected my financial decision as a business.

As a new customer with plans to open multiple locations with Regus across different cities, this experience has left me extremely disappointed. It is not the payment that is the issue—my business was prepared for that. What matters is trustworthy communication and good customer care, both of which were lacking in this process.

This experience has made it clear that when my contract ends, Asandex Healthcare will not be renewing with Regus, and we will be looking for office space elsewhere.

I hope Regus takes this feedback seriously and improves transparency during onboarding so other customers do not face the same situation

Honesty time, been trying to report an issue, 4 reports, 1 response saying speak to on site team, think I havent tried that? Hence reaching out.
6 days later, still no response, wonder if they read these as they do not seem to read their customer contact requests?
Appauled, disappointed, Quick enough to take your payment however...