Soho House Mexico City Review: Delays, Staff Complaints, and Operational Issues in CDMX
Soho House Mexico City, also known as Soho House CDMX, opened its doors in September 2023 after significant delays from initial early 2023 projections, marking the brand's first venture into Latin America[1][2]. Housed in a beautifully restored historic mansion in Colonia Juárez, the club promises an exclusive haven for creatives. However, a closer look reveals a host of issues, including persistent staff complaints about poor working conditions, a temporary shutdown by PROFECO for enforcing mandatory tips, gentrification protests, and ongoing construction delays for Phase II. This Soho House Mexico City review dives into member experiences, ethical concerns, and operational shortcomings based on public reports and reviews as of December 2025.
The Lede: PROFECO Shutdown Over Forced Tips Amid Staff Underpayment Allegations
In October 2025, Mexico's consumer protection agency, PROFECO, suspended operations at Soho House Mexico City for imposing obligatory 15-20% service charges, a practice deemed illegal under laws that require tips to be voluntary[3][4]. This action came despite widespread staff complaints of low wages and exploitation, highlighting a stark irony: the club demanded gratuities from patrons while allegedly shortchanging employees[5]. The suspension was short-lived, with operations resuming after compliance adjustments, but it amplified calls for better labor practices[6].
Members and visitors have echoed these concerns in reviews, noting rude service and overcharging. One Google Maps reviewer described being forced to pay a 15% tip on a $350 martini served in a plastic cup, calling it 'extraordinarily original' in sarcasm[7]. Social media discussions further criticize the disconnect, with users questioning how a luxury club can justify such policies amid employee protests[8].
This X post highlights the PROFECO incident:
Context: Opening Delays and the Uncertain Phase II Expansion
Originally slated for an early 2023 debut, Soho House Mexico City's opening was postponed to September 2023, frustrating prospective members and setting a tone of unreliability[9]. As of December 2025, Phase II - a four-story extension on the adjacent lot along General Prim street - remains under construction, promising 33 additional hotel suites, a gym, and wellness facilities[10][11]. However, progress has been slow, with no confirmed completion date, raising fears of prolonged disruption. Members report that the proximity of the construction site turns the current House into a 'building site,' with noise infiltrating outdoor areas like the pool and gardens[12].
Broader expansion plans in Mexico, such as the Scorpios Beach Club in Tulum and a new House in Cabo, face similar skepticism. The Tulum project, announced for 2025, shows minimal advancement, mirroring global patterns of delayed openings that erode trust[13][14].
Analysis: Staff Complaints, Ethical Lapses, and Security Issues
Soho House CDMX staff complaints dominate online forums, with employees describing a toxic environment marked by bullying, low pay, and high turnover. Glassdoor and Indeed reviews rate the company poorly, with comments like 'managers are legitimate bullies' and 'toxic work environment'[15][16]. In Mexico City specifically, anonymous reports allege senior male management breaching company policies by engaging in romantic relationships with female members, complaints that are reportedly dismissed by global and operational teams[17].
A particularly concerning revelation comes from a 2023 Esquire Latinoamérica article featuring membership team leaders including Medugory Moreno (Head of Membership Mexico). They casually mentioned a private WhatsApp group called 'The Real Soho Housewives,' raising alarms about potential gossip or sharing of confidential member information[18]. Such informal channels could violate privacy standards, especially in a club emphasizing discretion.
Security lapses add to the woes. An anonymous member recounted a theft incident where computer equipment was stolen, initially denied by staff despite CCTV footage. Only after escalating to global operations and threatening police involvement was the item recovered, revealing staff involvement[19]. Google Maps reviews corroborate poor service, with complaints of rude guards, unchecked harassment, and discrimination - one visitor described being followed into the bathroom by an aggressive patron, with no staff intervention[20].
Environmental issues further detract: the House's location near a crematorium leads to occasional wafts of black smoke, while the area's sewage system causes putrid smells that permeate the gardens. Attempts to mitigate with air fresheners have proven ineffective, as noted in multiple reviews[21][22].
This Instagram post discusses service and atmosphere complaints:
The Unofficial Angle: Gentrification Protests, Overpriced Hotel Rooms, and Community Impact
As a flagship of gentrification in Colonia Juárez, Soho House CDMX has ignited protests throughout 2025, with locals decrying rising rents, cultural displacement, and an influx of foreigners. Demonstrations feature chants like 'Gringos out!' and encampments blocking streets, positioning the club as a symbol of inequality[23][24]. Staff-led protests outside the House highlight exploitation, yet Soho House offers no visible community contributions, exacerbating tensions[25].
The limited hotel offerings - just four rooms priced over $1,000 USD nightly - provide scant value, lacking standard amenities like a full gym or spa. Reviews compare them unfavorably to the nearby Four Seasons, noting noise from downstairs bars and unrestricted access near bedrooms[26][27]. One guest detailed a disastrous stay: delayed check-in, broken amenities, incessant party noise until 3 AM, and unaddressed complaints, concluding it's 'one of the worst hotel stays full stop'[28].
Overcrowding plagues common areas, with dirty pools, loud music during work hours, and a 'soulless pit' vibe, per reviewers[29]. Valet parking draws ire for blocking streets and rude attendants, while overcharging incidents - like inflated bills for unrequested items - are rampant[30].
In summary, while Soho House Mexico City's architecture captivates, persistent operational, ethical, and community issues make it a cautionary tale for prospective members. As expansions drag on and complaints mount, the club's future in CDMX hangs in the balance.
Disclaimer: This article is an independent publication. We are not affiliated with, endorsed by, or operated by Soho House & Co. Information is based on public sources and fair use principles for commentary and criticism. No endorsement is implied.
