Regus - Coleraine, River House Arvostelua 

Sarah and the team at River House in Coleraine provides a welcoming inclusive service. Well maintained offices.

My experience with Regus/IWG at River House, Coleraine has been nothing short of appalling.

We had occupied our office at River House for years before Regus took over. Before entering the Regus arrangement, I specifically obtained the House Rules from Tiarnan. The documentation supplied to me showed a restoration charge of £24 per square metre.

We were only under the Regus arrangement for approximately FOUR MONTHS.

Regus is now attempting to charge £30 per square metre.

That is a 25% increase in approximately four months.

Was I told about this increase? No.

Was it brought to my attention? No.

Did Regus explain it before I left? No.

In fact, Regus has subsequently apologised that the change was not explained beforehand — but apparently still expects me to pay it.

The restoration charge itself is extraordinary. Our office was not freshly repainted or "restored" for us when we originally moved in, yet Regus apparently believes it is reasonable to levy a substantial restoration charge when we leave.

I have also spoken to previous River House occupants who tell me they were not subjected to the same restoration charge before Regus took over.

Then there are the administrative errors.

Regus has acknowledged that an incorrect amount was generated by its system and has acknowledged that something which should have been corrected was not corrected.

Yet somehow, after approximately 18 MONTHS, the answer is still: pay us.

I have made TWO FORMAL COMPLAINTS.

I also had the pleasure of a Teams meeting with the UK regional manager, a senior figure within IWG/Regus.

It began with the polished smiles and corporate pleasantries. Once it became apparent that I wasn't simply going to accept what I was being told, I found the tone increasingly dismissive and unpleasant.

I left that meeting with the distinct impression that challenging Regus's position made me the problem.

Then there is landlord, who was involved with River House before and during the transition to Regus. We were given assurances about the transition and that things would effectively remain the same but better.

My experience?

They certainly changed.

I just struggle to identify the "better" part.

And while all of this remains formally disputed, Regus has continued attempting to charge our card.

Think about that.

A customer disputes a charge.

The dispute lasts around 18 months.

There are two formal complaints.

Regus acknowledges administrative/billing problems.

Regus acknowledges that the increased restoration rate wasn't explained beforehand.

And attempts are STILL made to take payment from the card.

I have now explicitly withdrawn authority for Regus/IWG to make any further charges against our cards. If Regus genuinely believes this money is legally due, it can pursue the alleged debt through the appropriate formal process and put its documentation and conduct under scrutiny.

I am also taking advice about reporting the matter to the appropriate authorities.

Prospective customers should also look carefully at online reviews rather than simply glancing at the overall star rating. Look at who has written them, look at their connection to the business where one exists, and make your own judgement about how much weight to give them; it is extremely suspicious and appears that REGUS staff write customer reviews.

I stayed quiet publicly for a long time because I genuinely expected common sense eventually to prevail.

It hasn't.

For a multinational company selling "flexible workspace" and promoting itself as supporting businesses, the amount of my time that has been wasted dealing with this relatively straightforward dispute is staggering.

My experience has consisted of disputed charges, changing fee schedules, inadequate communication, admitted errors, two formal complaints, an unpleasant escalation experience and repeated attempts to obtain payment while the account remains disputed.

This is how a multinational corporation has chosen to deal with a small business over a restoration charge.

If you're considering Regus/IWG, my advice based on my experience is:

DOCUMENT ABSOLUTELY EVERYTHING.

Keep the House Rules you were given when you signed.

Keep every version of their terms.

Keep every email.

Keep screenshots of the charges.

Keep records of every attempted card payment.

Keep notes of every telephone call and meeting.

Because the documents you were given when you entered the agreement may become extremely important when you leave.

After around 18 months dealing with this, I can say without hesitation:

I would never use Regus or IWG again.

And I certainly wouldn't recommend them to another small business.

Rooms are lovely and staff are very attentive, also a good price.