h K.
Google
Good job deleting my comment. No worries. My mother didn’t raise a quitter.
Systemic Failure: Selective Rules, Zero Communication, and Punishing the Customer
My experience at Soho House was a masterclass in operational failure and customer disregard. What should have been a simple issue resolution spiraled into a two-hour ordeal that ended with my unjust removal.
1. Selective & Inconsistent Rule Enforcement: The problem began when a member purchased a ticket for my guest. Staff insisted the member must be physically present for my guest to enter. However, this rule was blatantly not applied to other groups entering at the same time, who were not asked to produce their sponsoring member. This immediate double standard set the stage for the frustration to come.
2. Ineffective Solutions & Chaotic Communication: Staff then proposed a solution: have the member call or email the club to verify the ticket. We did this immediately. For two hours, we were told that "everyone was busy" and no one was available to simply check an email or take a phone call. This was not a delay; it was a complete breakdown of internal processes, leaving us stranded in a bureaucratic black hole.
3. Punishing Advocacy, Not Solving Problems: After two hours of being given the runaround with ineffective solutions, I raised my voice out of sheer frustration to insist on a resolution. I was not violent or personally abusive. The club's response? To have security escort me out. Their priority was clearly to silence a complaining guest rather than address their own incompetence.
4. The Final Insult: The membership team finally appeared after this two-hour debacle only to admit that none of the methods their staff had proposed would have worked. This confirmed that we were misled and our time was utterly wasted.
Soho House demonstrated a toxic combination of arbitrary rules, a broken internal chain of command, and a willingness to punish guests for their own failures. This is unacceptable for any establishment, let alone one with its reputation. Avoid at all costs until they prove they can manage basic customer service.
