Shoreditch House

The facilities are impressive: beautiful, well designed spaces that feel premium. But service is what led me to cancel my Soho House membership. At locations in the UK and elsewhere, staff have often seemed disengaged, sometimes flippant. They haven’t been openly rude, but I expected more care and attention from a members’ club at this level. The same feeling came up repeatedly, so it didn’t seem like a one off. Members shouldn’t have to manage or negotiate the service they receive. The international reach is appealing, but access doesn’t mean much if the experience doesn’t carry across locations. There’s a good foundation here, but the service doesn’t match the setting or the promise. I haven’t even mentioned the food.

My wife is seven months pregnant, and we were there for her £165 pregnancy massage. In the pouring rain, we entered through the main entrance and were asked if we were members without even a hello. We said we weren’t, and were told to leave and walk around the block. At the other side, someone asked the same question again. We could see a door connecting directly to the entrance we’d just been turned away from. Putting membership ahead of a heavily pregnant woman’s needs was poor treatment. We had coffee, and the receptionist said outside drinks weren’t allowed and she’d be happy to pour it away. I chose to leave rather than have £10 worth of coffee thrown out. The staff came across as snooty and condescending. I came back when the massage was over. While we were settling the bill, I was asked if I wanted to leave a tip. Asking for more money after all that, with no friendliness, understanding, or empathy, was too much. I’d been thinking about joining, but absolutely not now.

We usually have a great time here, but our last visit left a bad feeling. One of my guests took a picture, and a staff member told us photos weren’t allowed. We understand that may be the policy, so that part wasn’t a problem. Soon after, another group sat nearby and took photos with flash, but the same staff member ignored them. I don’t want to assume why, but it makes you wonder why the rules seem to be applied differently and who gets called out.

I pay a lot for a yearly membership, but lately this feels like an average David Lloyd. It’s gotten dirty and poorly kept. The games are in bad shape, including broken pool cues. The rooftop drinks are awful and never made well, and the food is only average. The gyms and changing rooms aren’t clean either. That’s been the case every time I’ve visited.