Name: Redchurch Townhouse
Address: 25 Whitby Street Shoreditch, London
Telephone: (888) 406-7656
Rating: 4.5

Very good

Liked: Loved the location, rooms, convenience and interiors

Exceptional

It’s a matter of expectations

Disliked: Staying at a Soho House hotel naturally sets your expectations higher than usual. With rates around €600 a night, you anticipate a level of service, comfort, and attention to detail that stands out from the average hotel experience. It’s not about expecting perfection or a seven-star standard, but you do expect something noticeably above the norm—especially when it comes to how problems are handled.During our stay, these expectations were put to the test. A technical fault meant we had to shower in cold water, which was far from ideal. While issues like this can happen anywhere, what really matters is how the hotel responds. Unfortunately, this is where our experience fell short.The front desk did not manage the situation well. There was no real apology, no follow-up, and the next day, staff seemed unaware of what had happened and simply asked if the problem was resolved. At this level, a sincere apology and some genuine concern are the minimum you expect. We weren’t looking for compensation, just basic courtesy and respect.To be fair, we did meet some staff members who genuinely cared about our comfort and went out of their way to help, which we truly appreciated. Their kindness made a positive difference, but sadly, it wasn’t enough to outweigh the disappointment caused by the poor handling of the main issue.But when others on the team simply passed the problem on or couldn’t bring themselves to apologise on behalf of the hotel, our overall impression suffered greatly. It’s striking how just one person’s attitude can have such a profound impact on your experience. In our case, it was enough to leave us disappointed, determined not to return, and compelled to share our story.It’s a real shame, because the hotel itself is lovely, and our room was exactly as expected, with details that even exceeded our hopes. But all of that was overshadowed by one instance of poor service that tipped the balance and left us with a lasting sense of disappointment.

Exceptional

Superb