Lindsey K.
Google
I had a very uncomfortable experience with the front desk here. I traveled from NYC for work, and arrived at the hotel at 8:00 am. Since I was exhausted, I simply asked if it would be possible to pay for the previous night in order to access a room prior to the afternoon check-in time. The front desk manager Enrico Goffi rudely laughed at my request, said it was strange, and also impossible. He said I could store my bags while I wait for the 3:00 pm check-in.
Meanwhile, my reservation was not processing with their system. When they asked me for an additional credit card, I calmly asked if they could please cancel the reservation considering I wasn’t feeling welcome in the space. It was a genuine question and yet as soon as I mentioned leaving, everything, suddenly, changed. He told me to please wait while he looks into something. A few minutes later, I had a key to a room in my hand, despite being told it was impossible.
Of course the outcome was okay, but the path to proper treatment was very far from comfortable. In reflecting on why I was treated that way, and why they were so unkind, it dawned on me that: 1. I’m not a Soho House member and 2. My reservation was with a corporate card. My best guess is that they treat guests differently depending on such criteria, and I would have had a much more welcoming experience if I was a member. I did not mention my connections to executives and investors in the company, however I’m sure I would have been treated far nicer had he known.
All of that said, I would not come back here. The general energy at the front desk is pretentious, and I’m aware the only reason I was respected in the end was because Enrico wanted to avoid explaining a hotel guest cancellation to his manager.
Lastly: The shower is only hot in short bursts, then goes back to luke warm, and the thermostat in the room does not work. Not surprising, but disappointing.