NOTE: This is an updated review after Regus billing support was able to deal with my issue. I can't fault the community team at Capability Green. The staff are friendly and helpful, and I don't... See more
Company replied
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If you scroll down the same thing which happened to N Addison is what happened to me. I booked for two days, I used my CC believing I had paid in full once they confirmed the booking, weeks later... See more
Company replied
I used to have the privilege of occupying two office spaces under your management. However, ever since I expressed my desire to move on, my life has become an absolute nightmare. You decided to increa... See more
Company replied
Excellent service and facilities
Company details
Written by the company
Regus helps businesses find and create the right workplace for their people. Offering choice, flexibility, community, custom workspaces and consistently professional locations all over the world.
Contact info
960 Capability Green, LU1 3PE, Luton, Bedfordshire, United Kingdom
- 8000608702
2.7
Poor
8 reviews
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5 years with Regus Luton
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.
18 May 2026
Unprompted review
Reply from Regus - Luton Capability Green
Hi Jay,
We are sorry to hear about your recent experience at Regus Luton, particularly after being a customer at the centre for several years.
Following review, we can confirm that your concerns regarding the working environment, washroom maintenance, temperature control, communication, parking, and renewal pricing have been escalated and reviewed. The washroom issues raised were linked to blockages and required contractor attendance. Regarding 24/7 access, one wider estate power outage was identified around March/April and was resolved once attended. The building does not have openable windows but does have a fresh air supply system, and your comments regarding temperature and ventilation have been noted for continued monitoring.
We take renewals very seriously and ensure that the process, which is very simple, is communicated to customers upfront. Prior to any renewal, our customers receive courtesy email reminders. According to our history, you received these emails on 1 March 2026 and 26 May 2026 with detailed information on prices, terms and the option of ending the agreement if you no longer require our services. This was sent to the email address we have on file, which you can review and amend at any time by logging in to your account online (i.e., myregus.com). Once your agreement with us has been renewed, we confirm it via email. You can check these emails in the My Account > Documents section of your online account.
We understand this has been disappointing, particularly given your time with us at the centre. A member of our team has emailed you directly to further assist.
Best,
Lorraine Brule
Global Customer Service at Regus
Office Space - Contract Renewal Issues
NOTE: This is an updated review after Regus billing support was able to deal with my issue.
I can't fault the community team at Capability Green. The staff are friendly and helpful, and I don't have any issues with my office space.
I do think that Regus as a business should review it's process for contract renewals, particularly regarding communication, transparency and "market rate" price increases. In my case, I had a particularly steep annual price increase which was not properly communicated to me. However, Regus did adjust the price after I complained and customer service did take the point that the increase had not been communicated properly. Hopefully this process will be improved in future.
7 February 2026
Unprompted review
Reply from Regus - Luton Capability Green
Hi Philip,
I’m very sorry to hear of your disappointment.
Renewal reminders are provided as a courtesy gesture.
However, customers remain responsible for managing their agreements.
Your agreement started on 1 April 2025 for a 12-month term.
Per our terms and conditions, a minimum of three (3) months’ written notice prior to the end of the term is required to prevent automatic renewal. This means that your notice needed to be received no later than by 31 December 2025.
As outlined in the agreement, termination requests must be submitted through your online account (myregus.com > My Account > Products and Services > Workspaces and Services).
Our records confirm that no termination request was submitted prior to the notification deadline. We received your request to end the agreement on 7 February 2026, which is after the required notification date.
Accordingly, the agreement renewed in line with the automatic renewal clause and is therefore valid until 31 March 2027.
A member of our team has emailed you to assist in this matter. Please follow up via email.
Best,
Lorraine Brule
Global Customer Service at Regus
Bogus parking fine.
I visited this site on 28th March 2025 for an ultrasound. Yesterday I received a parking ticket. I contacted regus this morning and they told me there is nothing they can do about it.
Absolutely shocking. At the least they could have put me through to whoever does the ultrasound so I could speak to them or someone who could help with this totally bogus fine. Shocking.
It is not clearly signed, I had to park at the roadside for the whole of 6 mins while I checked my phone to see where to park and that's where the fine occured. There is meant to be a 10 minute grace period before and after you park to allow you to read the terms and conditions upon arrival and to give you time to get to your car when you leave. This was not adhered to and upon calling your receptionist was highly unhelpful. Also the parking is managed by Euro Parking Services not Smart.
28 March 2025
Unprompted review
Reply from Regus - Luton Capability Green
Hi Bob,
Thank you for sharing your feedback, and we're sorry for any inconvenience caused by the parking charges.
Please note that we offer 45 minutes of complimentary parking to all visitors with clear signage throughout the premises and in the reception area. After this period, parking charges apply and payment must be made via the parking app or the phone number provided on the signage.
As parking is managed by Smart Parking, we’re unable to cancel fines for stays beyond the free period. We do our best to inform all visitors of this policy upon arrival.
Thank you,
Lorraine Brule
Global Customer Service at Regus
I received a parking fine
I received a parking fine after being assured that I was fine in a visitor space . I had previously parked in a visitor space with no issue. Regus have not refunded the fine, my firm will not be using Regus again
6 November 2024
Reply from Regus - Luton Capability Green
Hi Andy, I’m sorry to hear about this.
I understand your frustration but it’s important to point out that we do not issue parking tickets.
The car park is managed by a third-party company who are contracted by the landlord of the building.
If a customer receives a parking fine, we invite them to speak to their centre team who will be happy to raise a dispute with the parking company on their behalf; whilst we cannot guarantee a favorable outcome, we will do our upmost to help.
Unfortunately, in your case you paid the fine before coming to us which meant we were no longer able to raise a dispute.
The centre team searched their records for the day in question and found no evidence to suggest that you had submitted your car registration details with them.
A senior member of the local team has explained this to your PA and we apologise that you remain unhappy with the outcome.
You have the details of the parking company in question, and we encourage you to take it up with them directly.
If you require any information from us to aid your claim, we will of course be happy to provide it.
Your PA has the contact details of the relevant City Manager, and you are free to contact her directly if you have any further questions.
Kind regards,
Lorraine Brule
Global Customer Service at Regus
Reception staff are RUDE!
The staff on reception the man and woman. RUDE!
No time for anyone acted as tho I should have know what to when it was my first time coming here.
They have their head phones in and speak rude to everyone.
No customer service skills at all!!
Shocking !!!
28 October 2024
Unprompted review
Reply from Regus - Luton Capability Green
Hi Geraldine,
I’m very sorry to hear of your disappointment.
The staff at this centre usually offer exceptional customer care and this is the first time we have heard negative comments about them.
I would love the opportunity to help further but haven’t been able to identify your account. Could you please email me at michelle.spire@regus.com with your company name or account reference (as displayed on your invoice) along with all relevant details regarding your concerns?
I look forward to receiving more information from you.
Best regards,
Michelle Spire
Assistant Global Customer Service at Regus
Stay Away From Regus
If you scroll down the same thing which happened to N Addison is what happened to me.
I booked for two days, I used my CC believing I had paid in full once they confirmed the booking, weeks later they started sending me emails threatening me with court proceedings by LegalCollections UK for late payment fees.
I cant stand this company - its 2024. they lack the abilility to update their payment system which leads me to believe that this is infact a strategy to charge people more money with out them knowing....
I would never use this company again.......ever!!!
1 March 2024
Unprompted review
Reply from Regus - Luton Capability Green
Hi Abu,
I am sorry to hear of your dissatisfaction.
We use the payment card details that customers input into the online account. The card is charged after the date of booking and not at the time you reserve the meeting room.
There was an issue with your card and the payment was not taken automatically. You subsequently made manual payments directly from the account (myregus.com). We apologise for any inconvenience but we can assure you that our customers are of upmost importance and we would never intentionally invoice additional charges without reason.
I can confirm that a member of my team has already been in touch with a favourable solution.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus
Excellent service and facilities
23 November 2023
I used to have the privilege of…
I used to have the privilege of occupying two office spaces under your management. However, ever since I expressed my desire to move on, my life has become an absolute nightmare. You decided to increase my rent by a staggering 50% without any form of prior notification, and to add insult to injury, you are now attempting to impose late fees upon me. As if that wasn't enough, when I left the Luton office, you went out of your way to prevent me from accessing the WiFi in Nottingham. It is truly disheartening to witness the disgraceful and shocking manner in which your company has chosen to treat me.
15 August 2023
Unprompted review
Reply from Regus - Luton Capability Green
Hi Louchavan,
I’m sorry if you felt the need to escalate this.
We did send you 2 notification emails about your price increase, on 14 and 23 April. This increase was significantly lower than 50%, by the way.
At Regus we work hard to ensure our services offer exceptional value to our customers and to provide many different options to meet every requirement and budget, but the increase was a necessary adjustment due to the increase in costs. Our pricing is fair and consistent with the current market conditions.
Last Friday the centre in Nottingham did have an issue with the Wi-Fi and this affected every company in the building; we certainly did not go “out of our way” to specifically restrict your Wi-Fi.
Our invoices are payable no later than on the 15th day of the month. If payment is not received by the due date, we incur administration costs and, though we would like to avoid charging you for this, we must pass on a late fee to you.
You can review invoice and payment dates on your statement of account, available in your online account myregus.com.
I’ve checked your account and could see that there are still invoices pending payment which has led to your account being restricted.
We greatly value your business and want to maintain a positive working relationship with you. However, the current payment situation needs to be resolved.
A member of my team will be in touch shortly with further details.
Kind regards,
Michelle Spire
Assistant Global Customer Service Regus
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