I signed up for a monthly membership, entitling me to five visits per month. I use the app to book each visit when I am commuting in to the city. However, the app defaults the booking date to the following calendar day, even when booking at 8am in the morning, which means I sometimes book for the wrong day.

When I do this, I cancel the booking and re-book for the correct day. However, this resulted in me accidentally overbooking, meaning I was charged $94 for one of those bookings. I quickly cancelled this booking, but, due to the cancellation policy, customer support refused to refund the $94 I had been charged.

So I was penalised for using the app to book a free slot and stuffing it up, even though I corrected my mistake within minutes, meaning I was charged $280 for a single month (during which time I visited my allowed 5 times, which should have cost me the usual $186). Anecdotally, few customers regularly use the app to make bookings, so I guess was being a bit silly by trying to do things properly in the first place, but this leaves me disappointed and bitter.

I will actively discourage people I know from using Spaces in the future because of this incident. Best avoided if you're an independent developer paying for a membership out of your own pocket.

UPDATE #1

Before posting this negative review I talked to the staff at reception. I then raised a case through the help desk, which is when I was told that I won't be getting a refund due to their cancellation policy. I then terminated my membership, and raised two more cases with the help desk (concerning account deletion) before I posted the review here.

I'm glad that the owner responded, and I took their advice of raising another case with the help desk, but the help desk did not understand what I was asking. I did get a response from Mathumaalini.S, but they just told me to "raise a query through your online account (Help section)" in order to "clarify how can we assist you".

So this is just a merry-go-round of being bounced from person to person. I'm not interested in pursuing it any further. My membership is paid through to the end of November, so I will reluctantly use up my 9 remaining days and then put this bad experience behind me.

UPDATE #2

The help centre responded to me again (4:30pm Thursday) to say that they have seen this review and to re-iterate that they will not issue a refund due to their booking cancellation policy.

UPDATE #3

Unbelievably, the account help desk have emailed me again (9:30pm Thursday) to say, for the third time, that they will not refund the booking I made by mistake. They say "we understand your concerns" and "we sincerely apologize" and "we will not be able to waive the fee" and "we're sorry" and "we really appreciate your business with us". Crazy, right? This is insanely bad customer service.

UPDATE #4

Late last night I received an email saying "Hello Jason, I'd love the opportunity to help you. You can drop me an email or call to get in touch". Great, I thought, a human being is willing to help! This morning I called the number. It was for the Spaces sales department. They said the email was an automatic marketing email that is sent on a schedule to all members, and removed me from the distribution list. I asked about my quest to get a refund for the day I booked accidentally and they said "did you sign the agreement?" Sooo inflexible.

UPDATE #5

Well, a week after posting this review, and almost a month since making the booking in error, Spaces have come through and refunded me. It's a pity it involved multiple help desk requests and posts on Google, Twitter, YouTube and LinkedIn, but it all worked out in the end. Thanks to whomever it was that played fair and refunded me for a charge that I should never have received.