Subscriptions
Name 3 different membership statuses
Current, Chasing, Expired, Resigned
True or False?
Do we require references for applications?
False but it helps the application
Someone would like to update their DD. How can we help?
Send them the payment link on their subscription
How many clubs are in London?
8 clubs
Name at least 2 benefits friends members get
20% off Beverage and food from Sundays to Wednesdays
Access to Hotel Bookings
Access to friends events in studios
Discounts in Electric Cinema
Someone wants to revive their membership, it's expired more than a year ago. What can they do?
re-apply
Someone is having trouble submitting an application. It won't accept their email. What is most likely the issue? (and a potential solution)
They already have an account registered under this email. They can apply under the account or register under a new email address
Where can you check when payment info has been updated?
DD Mandate Timestamp on their profile or Subscription
Someone is trying to access the club but their membership is red though it's approved! What would they have to do to gain access?
What is Riverhouse? Does it have a membership?
Riverhouse is a seasonal pop-up for members by Windsor. It doesn't require a membership but it is Soho House members only
What's a housekept membership?
They have been removed due to bad behavior
Someone is turning 27 within the year. Is it wise for them to apply to U27?
No. They may not get accepted in time and we do not fast track
How can we switch annual payment to monthly?
First let the member know we can do it when the membership renews. Then switch payment term to monthly. Make sure that the invoices generate.
What does Friends membership get friends access to in the spaces?
Hotel bookings and studio spaces. Not the private clubs unless they are staying in the hotel
What is MCG and if someone asks where can you direct them to?
Answer: Membership Collective Group. It's an IPO to get stocks from. the email is mcg@sohohouse.com
What is a Cooling off period?
The first 2 weeks (14 days) after you've been accepted to cancel your membership
Someone wants to change their application to another house in another city. What is something we would require?
An address within the area
How can we find invoices to send members for wire transfers?
It's under their subscription. Select 'create PDF' for the invoice then download. Our Bank info is on the invoice for them to send their wire transfer to.
How long does it take for the registration fee to be processed into house credits?
How long do they have house credits for?
Up to 2 weeks.
3 months (with a secret 4th month)
Who do you contact if your salesforce is not working?
salesforcesupport@sohohouse.com
Explain how to make a friends freeze
Make sure they've been a member for more than a year, Go to the subscription, select 'friends freeze' put the number of months (6,9,12), send them the template confirming the dates and terms. Double check the invoices are updated
Someone wants to know why their application hasn't been accepted. It's been 3 years. They have 1 star and work in a pharmaceutical company selling toe creams. They think their toothpick sculpture collection makes them creative. They are mad that their friend got accepted in less than a month and they are still waiting. What would we say?
Thank you for checking in but this is up to the discretion of the committee team. We cannot give you any updates.
Which house accepts IBAN?
Name 1 house which accepts Sepa?
Berlin for IBAN
Rome, Paris or Amsterdam for Sepa
What is BB?
BB stands for Bad Behaviour. They are reports the membership managers in house would make if a member did something bad in the club towards other members, staff or the space.
Someone wants to withdraw their application and all details they've submitted to Soho House. How would we delete all of their data permanently?
Submit a request to personaldatarequests@sohohouse.com