House pay FAQ

Getting started with House Pay


What is House Pay?

House Pay is a feature within the Soho House app to provide members with the ability to pay for food and drink within our Houses. Our aim is to build stronger connections with our members and incorporate frictionless payments as part of your Soho House membership and experience.


How do I set up House Pay?

1. Open your Soho House app. There will be an in-app notification banner asking you to ‘Get Started, Start using House Pay now’
2. You will be asked to accept the House Pay T&Cs.
3. Then asked to add the NFC Soho House Membership Card to your Apple Wallet
4. You will then be asked to add a credit or debit card as your default payment method.
5. You are ready to go.


When can I use House Pay?

House Pay will be coming to a House near you through 2020


What can I use House Pay for?

You can pay for any food and drink that you order in the Soho Houses.


Where can I use House Pay?

Once rolled-out you will be able to use it across all Soho Houses apart from Soho House Mumbai, Istanbul, Toronto and Little Beach House Barcelona.


Can I use House Pay if I don't have my phone with me?

House Pay is an in-app functionality, so you need your phone to open, view and pay your bill.



Payments


What happens if I forget to pay my bill?

If you fail to pay your bill, we will settle it using the default payment method on file.
You will then receive a notification confirming that your bill is now closed and receive an e-receipt in the Soho House app.


Can I use different payment methods?

We accept Visa, Mastercard and American Express.


Can I apply a discount in House Pay?

If you have a valid discount available to you it will be automatically applied and visible in the app on your open House Pay check when you press ‘Settle Bill’. It will also be detailed on the e-receipt saved in your receipts in the Soho House app.
If your check is settled by us with the walkout process then you are unable to redeem a discount against your bill.


Can I pay for my House Pay check with my Soho House Member credit?

Yes, you will be able to see your credit balance and can use it to pay for food and drink in the Houses with House Pay. House Pay will not be available at Soho House Istanbul, Soho House Toronto, Little Beach House Barcelona or Soho House Mumbai as part of the initial roll-out. However, we hope to have it available in these Houses in the near future.
For more information, please see the House Credits FAQ Membership credit


Can I split my bill?

When you want to pay, please tell your waiter that you would like to split your bill.
The waiter will take your guest’s/guests’ split of the bill first and then take those amounts off your bill. They will then prompt you to settle the balance of your bill in the app with House Pay.
As the member who opened the bill in your app, you must be the one to settle it.
We are working hard to allow members to split the bill with friends and family through House Pay in the app.


Your bill and receipts


How do I query the bill?

We suggest that you double-check your bill before you pay. If you have any problems, please query it with your waiter. Once your payment is processed through the app, contact the House directly if you have any further queries. (See below for more info)
If you have made a payment using House Pay and need a refund, the refund will be made back to your physical card or via a card over the phone.


Who do I contact if I have a problem with my bill after I have paid?

Contact the House directly once your payment is processed. Click here for the directory, information and details of the Houses.


Can I see my receipt?

Your receipts are stored in the Receipts section in the Account section on your Soho House app. You will be able to send yourself a pdf copy of the receipt to your email. If you require a physical receipt for expenses, please ask your waiter to print you a receipt.


Other


Can I order through House Pay?

You need to order through a member of staff, but you will see all your items once your House Pay tab is open. You need to refresh your bill in the app to see the items appear.


Can I use my physical membership card to open a tab?

Yes, you can use your physical card. However, we recommend presenting your Soho House digital membership, which is stored in your Apple Wallet on your iPhone, to open a tab.


Can I use House Pay on all devices?

House Pay is only available on Apple iPhones for now.


Your House Pay bedroom voucher


Where can I use it?

Valid on new bookings at Dean Street Townhouse, White City House, High Road House, and Redchurch Townhouse. When our bedrooms at Kettner’s and Shoreditch House reopen soon, you’ll be able to use this voucher code to book there as well.


How do I book?

You will receive an email from membership confirming your £100 voucher code and how to redeem the offer, following your account activation and use of House Pay. Please note that this may take up to 48 hours to be sent from the time of use.

You will then be able to make a two-night booking as normal on sohohouse.com or via the SH.APP. Your card details will be taken to secure the booking and process the first night’s stay as a deposit. When you check out, present your email to reception and £100 will be taken off your final bill.


When do I need to use it by?

Valid on stays before 31 March 2021. Your booking must be made by 31 December 2020.


Anything else I need to know?

The offer can only be redeemed by a current Soho House member and cannot be combined with any other offers.
This offer cannot be converted into member credits.