IWG plc Anmeldelser 

I signed up for a Regus Virtual Office "Mailbox Plus" agreement. After signing, I asked Regus to clarify what the monthly fee actually covers. In writing, Regus have confirmed:

- Mail sent to the address will be returned to sender unless I pay an additional monthly fee for their "Store and Collect" service.
- That additional charge was not disclosed to me during the sales call — in Regus's Sales Rep own words: "before I was able to confirm the specific charge, the discussion moved on."
- I received two contradictory written statements from Regus about whether mail handling is or isn't included in the base product.

A product marketed as "Mailbox Plus" that returns mail to sender is not what I understood I was signing up for.

I raised this in writing before the service start date, when Regus had incurred no cost. My request to cancel was refused and I was pushed into an internal portal separated from the written record.
Before signing anything with Regus, ask them in writing:

What happens to mail if I don't purchase Store and Collect?
What is the total monthly cost including all mandatory and auto-enrolled fees?
What is the notice period and auto-renewal position?

Get every answer in writing before you sign.

Service are great! Fast response every time, really helps - especially my dedicated PIC, mbak Fida. Very helpful!

I am posting this review carefully and without naming our companies, account numbers, individual staff members or private correspondence. IWG should be able to identify the matter from its own records, and I am willing to provide details privately through the appropriate Trustpilot or IWG escalation channel.

At the time of writing, IWG plc’s Trustpilot profile shows a 3.4 rating, 544 total reviews, 286 reviews in the last 12 months, and 56% of all reviews rated 1 star. Based on our experience, that level of dissatisfaction is not surprising.

This review concerns IWG’s virtual office service for our UK companies. We are a new customer, which makes the experience particularly concerning. This was not a long-running account where issues developed over time. These problems arose during the early onboarding and compliance process.

To be clear, our complaint is not that IWG has AML/KYC obligations. We understand that a regulated company service provider must complete compliance checks before providing certain services. IWG itself has stated that it remains unable to provide regulated services until mandatory checks are completed and that post will continue to be returned to sender while services are restricted.

The issue is the way IWG handled compliance, billing, mail handling, legal escalation and alleged debt reporting at the same time.

In our case, IWG stated that regulated virtual office services could not be provided until compliance documentation had been completed. However, while service was restricted, IWG also pursued payment and issued a legal notice threatening escalation for alleged non-payment. That occurred while we were awaiting an internal update from IWG regarding a contract change, which had not been communicated to us in a timely manner.

In our experience, billing and debt escalation appeared to move faster and receive more attention than onboarding, compliance resolution or service activation. That is difficult to reconcile with IWG’s position that it could not provide the relevant services until compliance requirements were satisfied.

After payment was made, the account remained blocked for approximately 10 days. I was told this was because the release of the account was a manual process. During the restricted period, mail for our UK companies was returned or blocked, including important statutory and tax correspondence. For a virtual office and registered office provider, that is not a minor administrative issue. It creates real business risk.

The most concerning point is that IWG’s legal notice stated that it was reporting an alleged debt to a credit bureau and involving a collection agency or lawyer. We dispute the basis and handling of that escalation, particularly where service provision was restricted, mail was being returned or blocked, and the amount claimed requires explanation.

We have since submitted the requested compliance documentation and have asked IWG to confirm what, if anything, remains outstanding. We have also requested confirmation of the account status, details of mail returned or blocked, and whether any adverse credit, legal or debt collection reporting has been made and, if so, whether it has been suspended, withdrawn or corrected pending resolution of the complaint.

This has been an exceptionally poor customer experience. As a new customer, we expected a clear onboarding process, prompt compliance handling, accurate billing and reliable mail handling. Instead, we experienced service restriction, returned mail, payment pressure, legal escalation and possible credit reporting.

IWG should escalate this to a senior compliance, customer service and legal representative. We are seeking a clear written explanation, confirmation that mail will no longer be returned, restoration of service where compliance requirements have been met, correction or withdrawal of any adverse reporting or collection activity if applicable, and an appropriate account adjustment for the period during which services were unavailable or materially restricted.

Until this is resolved properly, I cannot recommend IWG’s virtual office service to any business relying on registered office or mail-handling continuity.

Bonjour,
Je suis très insatisfaite de la situation actuelle dans les locaux IWG à HQ Lyon plaza. la clim ne fonctionne pas depuis des semaines et aucune date n'est fixée pour régler le problème. J'ai demandé une compensation ou un geste commercial vu le loyer qu'on paie...alors que les locaux ne sont pas accessibles vu la chaleur qu'il fait en cette période de canicule. Je paie régulièrement mon loyer, sans retard, j'aimerai un geste car c'est inadmissible. Mes clients je les accueille à Lyon part dieu, je ne peux pas modifier encore l'adresse et aller dans d'autres locaux.

Our company has been a Regus/IWG customer for well over 10 years and, until this issue, we'd always had a positive experience.

Unfortunately, what should have been a straightforward billing query has turned into one of the most frustrating customer service experiences I've encountered.

Following the expiry of our office agreement, we queried an apparent increase in our final invoices. Over the next four months we received multiple and often contradictory explanations from different members of staff, incorrect invoices, numerous credit notes and repeated assurances that the matter was being investigated.

Only after months of correspondence did IWG finally explain that the billing issues had arisen due to an internal system error following a termination rollback, which required corrective adjustments to our account. Despite this, late payment charges continued to be added to the account, and before our complaint had even been concluded the matter was referred to Legal Collections with threats of debt recovery and court proceedings.

To make matters worse, our £8,106 retainer was applied against the account whilst the dispute remained unresolved, and refurbishment charges were deducted without providing a clear itemised breakdown or supporting evidence.

Throughout the process we repeatedly made it clear that we were not refusing to pay sums properly due—we were simply asking for an accurate account and an explanation of the charges. Instead, we were left chasing different departments for months with no one taking ownership.

The most disappointing part is that I had intended to continue our relationship with IWG by taking either a coworking membership or a virtual office at Berkeley Square. Sadly, the handling of this dispute has completely undermined my confidence in the business.

I sincerely hope a senior manager reviews this matter and recognises that this is not simply a billing dispute, it is a customer service failure.

I need help with the Regus !!!

I am not a member

I did not use their service for the last 10 months !

I wish I can attach my financial statement

April 8 Regus financial people changed my account from 24 K credit to 2 K debit .

I agree that some of the payment were wrong . But
Why they keep billing me

They changed the last year from paid to unpaid

I did nothing !!!
I want nothing
I am not a member

They are not answerning my questions

I am looking to a FAIR resolution .

MY ID = (11894545)

>>> June - 30

Dear Lorraine Brule

You are not reading my emails

You ( Regus ) need to provide me with Proof of taking my credit .

Not me .

You took my credit without talking to me

PLEASE !!! PLEASE read my emails and do t keep replying the same thing , it looks like a bot

>> July 01

Please check the reply to my reviews . They all look
the same . Why you put emails if you do not reply ??, or reply the same ( we are sorry , send the proof ) .

You can do this with other clients , take their credit ( it is your system ) and then ask them for proof

I do not know what to say

Awful company. Hounded me with phone calls from at least 10 different numbers over a Sunday and Monday.
Never give them your details and avoid entirely.
Massively unprofessional.

Ich bin aufgrund der Übernahme einer anderen Firma (Design Office), die ebenfalls Büroräume vermietet, mit allerlei Problemen konfrontiert.

Anfangs hieß es, es gäbe Schwierigkeiten bei der Integration der IT-Umgebung.

Ein Problem ist, dass Rechnungen per E-Mail verschickt werden, die verwendete E-Mail-Adresse jedoch keine Antworten empfängt. Wenn ich diese Probleme anspreche, ist es unmöglich, einen Ansprechpartner zu finden, da in der Kommunikation keiner angegeben ist.

Ein weiteres Problem betrifft eine fehlerhafte Mahnung für angebliche, nicht existierende Zahlungsrückstände. Ich versuche seit zwei Monaten, diesbezüglich Kontakt aufzunehmen, ohne eine einzige Antwort zu erhalten.

Zweitens wurde mir ein neuer Vertrag mit einer sofortigen Preiserhöhung vorgelegt, obwohl mein bestehender Vertrag noch sechs Monate läuft. Darüber hinaus habe ich nach einer Woche immer noch keine Antwort von IWG auf meine E-Mail erhalten und spreche dieses Problem nun erneut an. Es fühlt sich an, als würde man gegen eine Wand reden.

My experience with Regus has been deeply disappointing and, frankly, the worst I have encountered with an office provider.

Over £40,000 was mistakenly charged to my corporate card, and it took more than three months to resolve. Throughout that period, there was a complete lack of communication from the accounts team. Emails went unanswered, ownership was non-existent, and despite repeated requests, no one was willing to pick up the phone and discuss the issue. For a company of this size, the level of customer service was astonishingly poor.

The billing issues are only part of the problem. The building itself is poorly maintained and falls well below the standard one would expect given the premium pricing. We have experienced recurring issues with the air conditioning, including instances where the office was pumping out cold air in the middle of winter. The toilets are dated and poorly looked after, and the general upkeep of the facility leaves a lot to be desired.

To add insult to injury, when we upgraded our office, Regus charged us over £1,000 in maintenance/restoration fees, despite the fact that we left the office in better condition than when we originally moved in. The charge felt completely unjustified and symptomatic of a business that is more focused on extracting fees than delivering value to its customers.

After years of being a customer, my confidence in Regus is at an all-time low. The combination of poor customer service, billing errors, lack of accountability, questionable charges, and declining facility standards has left me questioning why we continue to do business with them.

I would not recommend Regus based on my experience. There are far better serviced office providers in the market that understand the importance of customer service, transparency, and maintaining high-quality workspaces.

-Targets and expectations were often unrealistic, particularly when compared to the length and complexity of enterprise sales cycles.

-The company hired a large number of Enterprise Sales Managers before subsequently reducing headcount, leaving many employees questioning whether there had been a clear long-term plan for the team.

-New starters were encouraged to spend significant time learning the business and internal processes during their first few months, with relatively little focus on outbound activity. This later appeared to be held against people when performance was assessed.

-There was no consistent management approach across the Enterprise Sales function. Different managers regularly provided conflicting guidance, priorities and sales strategies, making it difficult to understand what was actually expected.

-Leadership messaging frequently changed, and at times even senior leaders appeared to contradict previous direction or strategy.

-Many of the larger strategic accounts that matched the ideal customer profile were already owned by directors or senior management, with limited opportunity for the wider team to engage with or develop these accounts.

-Some existing sales staff openly acknowledged that their roles differed significantly from those of newer hires, as they were largely managing inbound renewals and existing customer demand rather than generating net-new opportunities.

-Prospecting into former customers was often challenging, with many expressing negative views about their previous experiences with IWG, making new business generation more difficult than was initially presented.

-Employees often felt like numbers rather than valued members of the organisation, with limited focus on long-term development, coaching or career progression.

-The reality of the role and available opportunities did not always align with how the position was presented during the recruitment process.

-Organisational decisions and changing priorities created significant uncertainty, leaving some employees feeling that valuable time had been lost in their careers through circumstances beyond their control.

Advice to Management
Create a clear and realistic strategy for the Enterprise Sales organisation before hiring at scale. Align leadership around a single sales process and set of expectations, provide genuine opportunities for new hires to succeed, and ensure that the reality of the role matches what is communicated during recruitment. Consistency, transparency and accountability from leadership would significantly improve employee trust and retention.

After more than 12 months of disputes with IWG, the latest position is astonishing.

We recently received an invoice (again!) showing an outstanding balance that simply did not add up. When challenged, IWG admitted that the balance shown on the invoice was not accurate because the system had not included various adjustments made to the account.

Think about that for a moment. The invoice was wrong.

Yet at the same time, IWG continues to insist that the balance is payable, continues to apply late payment charges, and continues to threaten account restrictions if payment is not made.

We have now been told that historic invoices became "unpaid" because payments were reversed and reallocated within IWG's own systems by IWG. We were never informed of this. Those are internal accounting issues, yet customers are somehow expected to absorb the consequences through additional charges and pressure to pay.

The latest surprise is a proposed "office restoration fee" to be charged when we leave. Interestingly, no one can explain what the charge will be, how it will be calculated, what requires restoring, or provide any move-in inventory or condition report against which such a claim could be measured.

We have photographs, videos and emails from the day we moved in showing defects, damage and issues that already existed when the office was handed over to us.

At this point, the issue is no longer billing.

It is accountability.

If a company cannot provide invoices that reconcile, cannot explain account balances consistently, cannot maintain accurate payment records and cannot justify charges being applied, how can customers have confidence in anything else they are being told? We have spoken with at least 3 other businesses in the building who are all in similar predicaments of incorrect charges being applied for kitchen, parking or other services that they have never used.

Businesses considering IWG should keep detailed records of every invoice, every payment, every email and the condition of their office from day one. It's not a question of 'IF' you will need them - because I guarantee you, you 'WILL' need them.

I was looking for a makers workshop to rent in London. The employee on the phone asked me questions for 15 minutes, and I explained in excruciating details what I needed and my price range. They booked me a visit in a space that turned out costed more than double my budget and was designed as an office space. Totally unsuitable for what I discussed on the phone.

Overall a complete waste of time.

HORRIBLE CUSTOMER SERVICE.
COULDN'T BE WORSE.

I tried to book a space and they attempted to charge me despite me having a tier plan which covered 5 spaces a month. No one got back to me. No one attempted to address my issue.

THESE GUYS SUCK!!!

Update on 26/05 when outside temp was 30.5 (Luton Regus)
*************
Further update following my previous review:
Attached a photo on google review (dont know how to do it on this platform) taken today showing the office temperature reaching 29°C indoors. The building has sealed windows, and ongoing concerns about ventilation and cooling within the centre make the office environment very uncomfortable during warmer periods.
When this was raised with the centre manager again this morning, the response unfortunately came across as dismissive & sarcastic rather than solution-focused, which added further frustration to an already ongoing issue.
After several years at this location, it is disappointing that concerns around temperature control, maintenance, communication, and customer experience continue to be handled in this manner.
*****Last rwview*****
As somebody who has been using this Luton Centre for the last 5 years, I would say there has been a serious lack of transparency in my recent experience.
Looking at my other reviews, people would understand that I rarely leave negative feedback. However, after several years as a customer, I felt it was important to share my experience.
The environment has become very difficult for office use due to the UKVI biometric centre operating within the building. There is constant footfall, reception is often overcrowded, and noise from adjoining areas can make meetings difficult because of the limited sound insulation.
Parking is also limited and chargeable through RingGo, which can create an awkward experience when clients visit.
On multiple occasions, reception support and communication have been disappointing.
During my time upstairs, the toilet facilities were frequently poorly maintained, with some remaining locked or unavailable for long periods.
Downstairs toilets also flooded over weekends on several occasions.
A contract was agreed at approximately £1,300 per month under what was presented as a special pricing arrangement. After one year, the renewal pricing increased by approximately 94%. I was later informed that a renewal email had allegedly been sent in March 2026, but I did not receive any such communication by email, post, or app notification.
Querying the issue ultimately resulted in being directed to the retention team, as local staff advised they were unable to deal with pricing decisions directly.
While the building advertises 24/7 access, I have experienced multiple internet and power-related issues over weekends during my time at the centre, often without proactive communication.
The building itself is fully sealed, with no openable windows, and temperature control has regularly been an issue during warmer periods.
Mechanical ventilation within some rooms also appears inadequate for the type of office environment being provided.
Overall, after 5 years as a customer, the combination of operational issues and the significant renewal increase has been extremely disappointing.

If you're considering Regus/IWG, anywhere in the world:

Get every commitment legally witnessed or authorised before you sign, even if the amount seems small. Have your finance team or company policy pre-agreed by them in writing.
Read their House Rules in full before signing — every page. Most of the charges that hurt you later live there, not in the main agreement.
Never trust a verbal assurance. The warm voice at sign-up is not the team that handles your money.
Be ready to fight for every cent back. Their portal is designed to keep your funds inside their system longer than any commitment they make in writing.
Read what current clients are saying — not the brochure

In 2 months, Regus had nearly RM 25,000 of our money inside their system — RM 12,150 retainer they were already holding, RM 6,872 auto-debited on the old office while we were in active dispute, RM 3,804 auto-debited again for the new office in the same month (effectively paying double rent), and a RM 2,047 restoration charge applied before we had even handed over the office. As of today, our money is still visibly sitting in their portal — credited to us on paper, not in our account.

Asking for a small downgrade was the trigger. Here is how it actually works once you are in:

1. They take money before due dates. Silently. Card on file, no notice. You find out from your bank.
2. Want to remove your card? Portal blocks you. Their "you can remove it any time" is fake.
3. Want your retainer back? Function disabled on the portal until you raise a bank chargeback and escalate.
4.Said no to offsetting? They will do it anyway, silently, against an invoice you have formally disputed — exactly when you asked for justification on those charges.
5. Rent covers a roof and toilet paper. Everything else is billed extra — activation, restoration, indexation, signage.
6. Rules get rewritten mid-agreement and applied backwards — and only when the change favours them.
7. Bigger clients get exceptions. Small ones get "global policy."
8. Compliance documents (PCI DSS, PDPA)? Asked six times in writing. Ignored.
9. Your personal laptops and phones connect to their WiFi every day. When we documented chronic internet issues and asked for proper diagnostic logs (AP, port logs, packet loss, latency over time), nothing was provided. So you do not know what runs on the network you are using, who has visibility into it, or how secure it is.

Every issue becomes a fight. You explain, document, escalate, repeat. Centre passes you to Helpdesk. Helpdesk passes you back. Senior names are CC'd on 30+ emails but never reply. The warm voices upfront vanish the moment money moves the wrong way.
This is not service. It is exploitation dressed in professional emails.

This is mostly a problem for freelancers, entrepreneurs, and SMEs — clients small enough to be told "sorry, this is global policy" whenever something needs to bend in the client's favour. A "global policy" that, conveniently, no one has ever produced in writing, that contradicts the signed agreement, and that seems to apply only to clients without legal teams.
If their global team operates like this, do not assume any local office will be different. Do not sign — from any country.

Nearly three months waiting for half my retainer — no answers, no resolution

I paid a retainer deposit of EGP 43,935.50 for an office at Regus Cairo, Kazan Mall (Invoice 7563_2025_1STM, Account 15426208). When it came time for my refund, I received only EGP 21,748.08 — roughly half — with no explanation.

Since early March 2026, I have been trying to get the remaining EGP 22,187.42 back. My local centre escalated the case (ref: C-3372363-F5P2) and promised the billing team would contact me within 24–48 hours. That was on 31 March. It is now 11 May — over five weeks later — and I have received nothing but generic "still under process" replies.

No one from billing has ever contacted me directly. No itemized deduction has been provided. No timeline for payment has been given. My formal escalation emails have gone unanswered.

I have been polite and patient throughout, but nearly three months of delays with no substantive response is unacceptable. I am hoping someone from IWG's global customer service team can intervene where the local team has been unable to.

Case ref: C-3372363-F5P2
Account: 15426208

My experience working in multiple IWG offices is that there ridiculously low management standards, no intervention of toxic workplace practices, and a Talent team either so stretched or ineffective it is making mistake after mistake.

Pour des bureaux Lyon j'ai bataillé pendant plus de 6 mois pour un loyer prélévé deux fois....
Pas d'excuse, vous parlez à des chat bots, le service est juste déplorable
A fuir .... Je pense que ça fait partie de la stratégie de ce groupe de laisser trainer pour faire fructifier sa tréos
Service déplorable (et je passe sur les toilettes cassées et sans éclairage pendant des semaines....)

Horrible! I would not EVER recommend doing business with them.

This has been one of the most frustrating service experiences I’ve had. I’m not sure if the issue is their system or how inquiries are handled, but I kept receiving automated email responses with promises that someone would contact me to verify my booking—yet no one ever did.

Nothing seems to function properly. Their website is unreliable, the app doesn’t work as expected, and even the contact numbers lead nowhere. It feels like you’re stuck in a loop of automated replies without any real human support.

Overall, the experience comes across as unprofessional and poorly managed. I would strongly advise others to be cautious when relying on their services.