Jacqueline H. a month ago

I have been at this Regus location since April 2018, though I've occupied space at other Regus locations since 2012. Overall--I would give this specific location 5 stars BUT due to corporate policies rolled out without notice, I cannot in good conscience give more than a 1 star. The GOOD: The offices are clean and tidy. The staff are friendly and professional. Furnishings are of high-quality furnishings and offers an extensive range of add-on services. This location has "Refresh bar" with coffee, tea, ice, and a water dispenser. There are two conference rooms available for reservation and a "community space", (a day office, which you can book for free for a limited time) . The staff promptly address maintenance issues; Office spaces come with a phone and desk set up to your preferences. If you rent multiple offices within the same center, they offer the convenience of re-keying doors so that you require just one key. Expanding or upgrading your space is also hassle-free. Multiple internet options are available, all secured and protected, ranging from shared wi-fi/ethernet to personalized networks (additional fees apply). The BAD: Coffee/tea is charged monthly per person, opting out can be difficult. Lots of add on fees that you won’t expect. There's a noticeable high turnover among the staff. Prior to 2020 (the onset of the pandemic), it seemed there was a new face every couple of months. During the pandemic, things became more consistent. However, post early-2023, there's a palpable shift back to frequent staff changes. As of 10/23, this location is hosting its 3rd or 4th Community Manager. The staff remain professional and amiable. In all my years at this location, there's only one incident involving a Regus staff member that led to a complaint from my customers or team—and I believe that was a temporary staff member. Until recently, the staff would answer calls and greet guests. But, on 9/18/23, this center abruptly e-mailed notice that effective 9/25/23, the center's doors would remain locked during business hours. Visitors, including couriers, would need to call the respective parties for access and that tenants have to "self-serve" 12:30 pm to 1:30 pm so reception can have “a proper lunch.” This was never a concern in the past as they just staffed appropriately. Starting September 25, some of my customers reported access issues. Non-English speaking visitors, in particular, found it challenging due to signs being solely in English. What's irksome is the scant week's notice provided by Regus before implementing such a pivotal change. Their promotional material invariably highlights the presence of a "friendly staff to meet and greet your guests" and a staffed reception operational from 8:30 am to 5 pm on weekdays. This sudden policy deviation, especially after auto-renewing my office lease, feels unprofessional and unacceptable. I have requested that Regus allow the termination of these agreements as of 10/1/23, without penalties and refund any retainers as it was Regus who unilaterally decided to cease offering long advertised and provided services without notice prior to renewal, during renewal and just failing to provide sufficient notice in general. Regus' response so far has been dismissive--“a service enhancement.” One city manager at another location told me that Regus is still providing “reception services” but I’ve got photographic proof covering over dozens of craigslist ads and posts on Regus’s own website stating clearly that Regus provides “fully staffed reception,” “friendly reception staff to meet and greet your visitors,” and that your visitors will be able to access centers between 8:30am-5pm. Ironically, every Regus office displays a sign that reads, "Everyone has an opinion. We'd love to hear yours." To that, my reply is clear: It's inappropriate and disingenuous to promise services (consistently provided over a decade) and then cease them suddenly, especially after auto-renewing leases, without offering any prior notification.