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Regus - Double charged after quoted confirmation and then canceled on by regus rep - then recieved invoice to pay
Regus Location Details
Center:Oakland - Lake Merritt
Address: 1901 Harrison Street
This has been the most unprofessional and worst experience booking.
In January 2023, I booked 2 rooms with the main woman named Genesis in Oakland Regus Offices totaling $423 online for 1 weekend day hrs. Before booking online, I was also quoted this exact amount online and received 2 email confirmations with dates and times. After confirming amounts verbally with Genesis and online, I was called the next day by Genesis who said that my new rate was doubled to almost $1k because it was on 1 weekend day (which she already knew before when quoting me half that price). Online, the rate does not double for weekend day, which is also what she said - it only adds a few extra dollars.
We had everything planned for several weeks and could not cancel. So I was forced to pay the double amount almost totaling 1k for a few hrs and agreed to because I had no choice and could not reschedule after all the planning. So Genesis said she talked to a manager and they were moving forward with it and took off a few dollars, wow.
EVEN AFTER I AGREED TO PAY THE DOUBLE AMOUNT, I received an email the day before booking which was on a Friday night stating: "We have been forced to cancel the two bookings made for the Regus Lake Merritt location because of disputes with staff about after hours fees. In order to staff after hours bookings, an additional fee of $72/hr. (max 6 hours) is issued to ensure that staff is appropriately paid for working overtime. As there was no resolution regarding the bookings, they have been cancelled and any charges that you have received will be returned to you through the payment method used."
-Please note that the resolution was for me to agree to pay double which I did after several back and forth
-After emailing several times to not cancel and address the issue, I never received one response back at all! (which before I was receiving responses and even text messages)
-I was refused by staff any way to contact a manager after requesting, she just said "Heather, that's all I can tell you"
*To make matters worse-Then on Feb 1st I received an invoice demanding payment for office space that I never was able to use or step foot in because REGUS STAFF CANCELED!
Desired outcome: Contact for Lawyer, Response, No Charge for not booking, Free usage of space,
This complaint has been resolved automatically due to user's inactivity.
Our memberships give global access to our business centers allowing you to book meeting rooms/day offices or spend some time in a business lounge at your preferred location during business hours. Where possible we will endeavour to accommodate any requests for out-of-hours bookings and as you rightly pointed out, there is an additional charge for this.
It’s clear in your case that we were unable to fulfil your booking and for this we are truly sorry. Our centre manager informed you of this as soon as the situation became apparent and has worked to have the cancellation charge credited and refunded.
The credit and refund have now been processed and a member of my team has contacted you directly with confirmation of this.
If you require further support please feel free to contact me directly at michelle.spire@regus.com.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
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