IWG plc Reviews 534

After more than two years as a paying customer across multiple IWG brands (including Regus), I can confidently say that the problems I experienced are not isolated local issues, but symptoms of a deeper structural failure in governance, transparency, and accountability within IWG’s operating model.

My experience spans multiple centers in Algeria, including long-term usage in one location and direct involvement (personally and via a partner) in another. What follows is not an emotional complaint, but a factual summary of recurring issues that reflect poorly on IWG as a global group.

1. Repeated technical failures that disrupt business

Basic infrastructure such as air conditioning and internet failed repeatedly over extended periods. These were not rare incidents, but recurring problems that directly affected business continuity. Escalations were slow, inconsistent, or ignored.

2. Billing errors and administrative chaos

I encountered multiple incorrect invoices, including:

Activation fees charged for three people instead of one

Services added without clear justification

Corrections that took months, not days

At the same time, clients are penalized immediately for even minor delays. This imbalance is unacceptable for a company of this scale.

3. Extremely delayed refunds

A security deposit required approximately 87 days to be refunded.
An incorrectly billed activation fee took nearly three months to resolve.

These delays are not operational mistakes — they are systemic cash-flow practices that place all risk on the client.

4. Arbitrary pricing and lack of transparency

Different clients were offered different prices for identical offices, sometimes within the same center. Prices fluctuated unpredictably, often accompanied by artificial “discounts” that lacked any clear baseline.

This pricing opacity undermines trust and raises serious questions about internal controls.

5. Office reassignment without respect for agreements

An agreed office was reassigned to another client, and a smaller, unsuitable space was imposed instead — without compensation or meaningful explanation. This reflects a culture where commitments are treated as flexible only when it benefits IWG.

6. Silencing issues instead of resolving them

In one instance, after attempting to raise a legitimate concern, access to the Regus application was restricted. Blocking users is not customer service — it is a warning sign of poor internal culture.

7. Weak oversight at the operational level

Across centers, there was a noticeable lack of effective supervision, consistent enforcement of rules, and professional standards. For a group that markets itself as a premium global workspace provider, this gap between branding and reality is striking.

Final Assessment

IWG markets “global standards” but operates with localized risk transferred entirely to clients, minimal accountability, and opaque processes.
My experience suggests that local issues are tolerated because escalation mechanisms either fail or do not exist in practice.

For entrepreneurs and professionals considering IWG brands:
read reviews carefully, document everything, and assume that once a problem starts, resolution will be slow, if it comes at all.

This review is written to inform — not to negotiate.

IWG plc You stole my money!
Not the first time!
I demand return of my deposit £3,800.00
Do not act as the thieves!
What does this response to my complaint mean?

Hello M,
Unfortunately, the time has passed that I can keep your case open without progress, therefore, I must close it now as unresolved but if you have more concerns, you will still be able to submit a query through the ‘Help’ section of your online account when you're ready again.
We wish you all the best and hope to hear from you soon, thank you.
Kind regards,
L S
Customer Care Specialist

Such rudeness is truly unheard of.
You truly are behaving like vulgar thieves!
Regards
M A

Equipe disponible et efficace

very good and great services

Update:
Thank you for the reply (Lorraine) I have explained the amounts to your colleague over email and indeed the increase was 19.2%. However, your team seems to require responses within 48 hours or email replies get blocked. I don’t it’s reasonable to expect that from clients.

ORIGINAL: Very disappointed. They increased our monthly rates by over 20%+ at renewal making it unpredictable every year. Last year we were able to negotiate a more reasonable hike but this year, the person I was in contact with (their Deputy City Manager) was very difficult to deal with and was unhelpful. Seattle Office.

So another week passes, a few more emails apologising and saying you are looking into why my repayment of the money you took in error 6 months ago hasn't been repaid. But you still won't repay the money. Just how bad can your accounts department be. We are talking about nearly £2,000 of my money. Just make the repayment. Don't bother apologising again, it has no value if you don't resolve the problem. Yes you are in touch but only to apologise, not to resolve the issue

On a day-to-day basis, the staff at IWG were usually friendly and greeted me warmly, which made the office feel welcoming.

Unfortunately, over the two years I rented there and an additional six months with a virtual office, the experience was overshadowed by multiple serious issues.

The most significant problem was the parking space. I had requested and been assured of a space, yet much later I was told that it had never been entered into their system by the staff and that no spaces were available. Given the city-centre location and limited alternatives, this left me no choice but to relocate offices. Because IWG refused to release me from my contract early, I ended up paying rent for both their office and the new one I was forced to secure.

A second major issue involved a break-in during which my laptop was stolen. I was initially told the police had secured it and that I should collect it from them. After nearly a year of chasing, a police legal representative confirmed there was no record of the laptop. When I raised this with the centre, I was told "personal items were the tenant’s responsibility" and that I would need to "prove the laptop had been in the office". During this process, I was also informed that the previous cleaning team had been replaced due to “security concerns,” which reinforced my concerns about how the situation was handled. Notably, another review of this same Woodside Place branch has also reported a theft, so my case does not appear to be a one-off.

The introductory rent I was offered initially seemed reasonable, but it was increased by more than 30% in less than two years, which felt disproportionate, given that no additional space or service was received and given the various issues.

Operational issues were another ongoing problem. For instance, the radiator overheated during the summer, reaching temperatures well above 30°C, and later failed completely in winter. Reception provided a temporary portable radiator, which helped, but the room remained cold for long periods, and I often had to work in a jacket until the portable radiator would heat up the room enough. Additionally, cleaning was frequently inadequate, with offices left uncleaned and doors sometimes left unlocked. Other problems included mouldy carpets (from the broken radiator), broken blinds, and slow responses to repairs, many of which took months to resolve and were blamed on the fact that "repair staff are external contractors who are not available on a daily basis".

To improve, IWG/HQ Woodside Place could focus on genuine customer service rather than a rigid “computer says no” approach when handling serious matters. Statements such as “all computer hardware is the responsibility of the tenant” after a reported break-in or potential theft by cleaning staff feel like a huge slap in the face and are extremely disrespectful. A more accountable, empathetic approach would go a long way toward restoring trust and preventing future tenants from experiencing the same frustrations.

Overall, the combination of parking errors, unresolved theft issues, sudden rent increases, and operational failures made the experience extremely frustrating. I cannot recommend IWG based on my experience.

Update: In response to your comment (as there's no feature to respond to a comment directly on this platform), I shall send you an email with the relevant ID details.

Friendly, courteous, and helpful

Good Working.

Clean, quiet and accommodating, thank you.

Great team in Singapore. Professional and caring.
Place is kept very clean and the staff are amazing!

I have paid every rent on time but these guys locked my office although I have provided my statements aswell in proof but they are not reopening my office and asking to pay more money fraud scam dont ever go on rent with them

The service is excellent and the reception team is welcoming and professional.

Office not painted for 1 and half months.
Office was 61 degrees,
Want office changed with no charge immediately.
Embarrassing to bring clients in!!!

Rent wasn't explicitly explained in the beginning. Additional monies were charged for higher speed internet and coffee without being asked. I caught these after a few months and canceled the coffee. Pricing should be explicitly discussed with prospective tenants upfront

My office is now rooted in an iconic landmark thanks to IWG professionalism that resulted in a flawless process, from initial contact to "first day at work" and counting. Staff exceed beyond expectations and the online portal is well equipped with easy to use functionalities to manage your account.

Our experience with IWG in the I-Hub in London is great.
The people that manage the office are super friendly and helpful.
The facilities are also very good and clean