No booking confirmation and no service
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?
Antwoord van Regus - Newcastle, Cloth Market
Hello Jessica,
We apologise deeply for any confusion and subsequent frustrated you’ve experienced.
Our records do indicate that a booking confirmation was automatically emailed to you after you made the booking online. Please be reminded that you can fully manage their bookings independently through your online account (myregus.com) meaning our teams interventions are not necessary, although we’re always happy to help.
You can find the cancellation terms detailed upon booking and in your confirmation after. I must highlight the importance of us receiving adequate notice so we can ensure availability for other customers.
A member of my team has contacted you now to clarify your concerns and assist you towards a positive outcome. Please respond to them for more support.
Thank you for your feedback and we look forward to welcoming you again for a future, smoother booking experience.
Best wishes,
Lorraine Brule
Global Customer Service at Regus
