Regus - Newcastle, Cloth Market Arvostelua 

On 11 November, I booked a day co-working space at the Newcastle Cloth Market location for the following day.

Unfortunately, I never received a booking confirmation — not in my inbox or spam folder — and no payment was taken or pending from my bank account.

Within an hour of making the booking, I contacted the Regus helpline (+44 800 279 7131). After being kept on hold for quite some time, an automated message offered the option of a call-back, which I selected.

As I urgently needed a guaranteed workspace for the next day, I booked with another company, and that process went smoothly.

When Regus returned my call (from a number in Wales), a representative told me he didn’t have access to booking details, but assured me I would receive a call the following morning. He also said not to worry, as his team would be able to arrange a refund.

The next day, I received no call. Instead, Regus deducted £42 in booking fees from my bank account that afternoon.

I then contacted the Newcastle Cloth Market location directly by email, explained the situation exactly as described here, and requested a refund.

My request was refused. An employee stated flatly that I hadn’t cancelled in time, according to the instructions in my booking confirmation — a confirmation I had never received — and therefore they could not refund me. She ended the email with, “Hope this helps.”

I repeated that I had never received a booking confirmation so never got any instructions to cancel, the very reason the person who had phoned me from the main call centre had told me a refund would be possible. In fact, if I'd had a booking confirmation there never would have been a reason to cancel in the first place.

In response, instead of refunding me, the employee sent me the booking confirmation I had never received via email, with the comment, “I hope this helps.”
She did not issue a refund.

Is this normal customer "service" for Regus?

The community team is amazing. Well done Jerry.