My Membership

Membership

What is East Room?

East Room is a membership-based co-working company founded in 2014 with the intention of providing more than just a place of work. We develop spaces where people can find great design, real community, culture, and support for their personal and professional well-being.

What kinds of workspace solutions do we offer?

We offer a wide variety of solutions for individuals and established companies at any stage of their development.

Can I work at East Room if I’m not a member?

No, you need to be a member to work at an East Room location unless a member invites you as a guest. For membership options, see our page.

Can I do a trial day at an East Room location?

Trials aren’t available, but our mandatory application process includes a visit and full tour at one of our locations. You‘re more than welcome to stay for the day to get a feel for our space.

What are the hours at our locations?

All of our locations are staffed from 9AM to 5PM, Monday to Friday. You can access our locations outside of these hours using your access pass. You must not bring more than three guests. Clean up whatever space you occupy. Do not bring any outside alcohol or substances. Failure to follow these rules can result in the termination of your membership.

How do I book a tour of a location?

Get a feel for a location by booking a tour. One of our community managers will be pleased to take you through the space and answer any questions.

Can I choose when to start a membership at East Room?

Start dates are flexible. You can start your membership on any day of the month.

Can my partner use my membership?

No, anyone who allows their access pass to be used by a non-member can face suspension or termination of membership. You can bring guests, but you need to be present with them at all times.

Do I need my access pass to enter an East Room location?

Yes, you need to have your access pass to get into any of our locations. If you‘re having trouble using your access pass, contact your community manager.

What is our pet policy?

East Room doesn’t allow pets into any of our locations. We do this to provide a comfortable working environment for all of our members.

What is our policy for working at another location?

If you would like to work from another location, you first need to request access from your community manager. If want to attend events at other locations, use the Event Booking RSVP option on the East Room app.

What insurance do members need to have?

Open Space memberships do not require insurance. Private Space memberships require commercial general liability insurance; see your membership agreement for details.

Who are East Room affiliates and where can I find them?

As part of the local community, East Room has created strategic partnerships with some of our neighbouring businesses in the city. The affiliates program extends unique pricing to our membership base, creating access points throughout the city for members to enjoy. To view our list of affiliates, log into the East Room app and search under the affiliate tab.

Can I transfer to another East Room location?

Yes, you can transfer from one location to another. Details apply. Please contact your home location’s community manager for more information.

What types of businesses do we support?

East Room is a company where all types of businesses thrive, from freelancers and solo entrepreneurs to satellite sales teams and established companies.

How do I register my access pass?

The community manager at your home location will register your access pass through the East Room app. If you‘re having trouble using your access pass, please contact your community manager.

How do I learn more about an East Room location?

Learn more about our locations, including services and amenities offered and a virtual tour.

Billing

Membership payment

Your membership fees become payable as soon as your membership is approved or renewed. It’s within our discretion to change our membership fees at any time. We’ll notify you in advance if there are any changes to the amount, date, or frequency of the payment. Failure to pay membership fees within one month of the due date will result in you not being admitted to the space and termination of the membership until payment is made.

Membership renewal

The membership renewal period depends on your membership type; see your membership agreement for details. Renewals are automatic and reviewed by our team every quarter, and review decisions are final.

Membership database

It’s important for us to have your current details and a photo of you in our membership database. By becoming a member of East Room, you agree that we can hold this information. If your contact or payment details change, be sure to let us know through your account page in the East Room app.

Resigning your membership

If you’ve selected monthly or annual payment and choose to resign your membership (or your membership is canceled part way through the year), you need to pay your full membership fee for the remainder of the agreed term. After the agreed term, East Room requires two month notice to cancel any membership.

How do I view my invoice?

You can access your invoice in the East Room app or member’s portal, in the Billings tab.

What does my monthly invoice include?

Your invoice includes the membership fee, any additional printing and booking fees, and all East Room shop purchases.

What payment methods do you offer?

Open Space memberships allow credit card or PAD (pre-authorized debit) payment. Private Space memberships require PAD payment.

What is the set up fee and why is it charged?

The setup fee is $50.00 per member. It covers the admin required from the team on the back end.

When are late fees applied?

If we haven’t received your monthly payment, we’ll send you a non-payment notice immediately. If a payment isn’t made by the 15th of the month, a 10% late fee will be applied. If you believe you’ve received a late payment notice in error and you already made a payment, send your bank payment confirmation to your community manager.

How do I know that you received my payment?

You’ll receive an email confirmation once your payment is deposited to our account. You can review payments you’ve made in the East Room app or member’s portal, in the Billings tab.

How do I update the company name listed on our invoices?

Contact your community manager.

What are the additional fees for boardrooms and printing?

If you exceed the monthly credits allocated for boardrooms and printing, the system will charge you automatically. The additional fee breakdown is as follows: BOARDROOM 6 Person - $60.00 per hour + HST 8 Person - $80.00 per hour + HST 12 Person - $120.00 per hour + HST PRINT Black & White - Complimentary Colour - 10 cents per page If you have any questions, contact your community manager.

How do I remove a team member from my account?

Contact your community manager.

Does my membership automatically renew?

Memberships automatically go month-to-month after the agreed upon term and are reviewed by the management team every quarter.

Can I upgrade my membership?

You can upgrade your membership anytime depending on availability. For more information, contact your community manager.

What is East Room’s policy for membership holds?

Membership holds are only available for Club memberships. If you‘re a Club member and want to pause your membership, you need to do so by the 15th of the month prior. You still need to complete your mandatory 3 month term at a later date if you haven’t already. Club memberships on hold are reduced to Mailbox membership, at $50.00 per month plus HST. With Mailbox membership, East Room continues mail reception, notification services, and RSVP booking for events and boardrooms. Membership holds need to be renewed by the 15th of the month prior.

What is East Room’s refund policy?

There are no refunds once your membership is in term. The refunding of an expelled member will be at the discretion of East Room.

Cancellations and terminations

After the agreement term is complete, East Room requires two full months of notice to close any membership agreement. To close a membership agreement, you need to notify your community manager so that your security deposit can be applied to the last month.

How do I update the company name listed on our invoices?

Contact your community manager.

Community Guidelines

Zero tolerance policy at East Room

East Room is committed to fostering a harassment-free workplace and membership club where all members, employees, and guests are treated with respect and dignity. We welcome people of all backgrounds and are LGBTQ+ friendly. We encourage everyone to be themselves. This is a space where sexist, racist, xenophobic, homophobic, transphobic, ableist, classist, or otherwise discriminatory language is not permitted. Any individual found to have harassed another individual will be subject to disciplinary action, including membership termination. This includes any individual who interferes with the resolution of a harassment complaint, retaliates against an individual for filing a harassment complaint, or files an unfounded harassment complaint intended to cause harm. Please report any issues to your community manager.

IT & Audiovisual

Wifi

How do members connect to East Room WiFi?

Each member receives a username and password associated with their company VLAN from their community manager. Your credentials are available in your member’s portal account, in Profile > Additional Information. You can use these credentials for up to three devices on the East Room WiFi network.

How do I connect my device to East Room WiFi?

Connect to the “EAST ROOM” WiFi network to launch the East Room sign-in page (if it isn’t displayed, open your browser and it will load). Select “I have a password” and enter your username and password. Once your device is added, you don’t need to log in again. Note for iOS users: the private address function must be deactivated to use East Room WiFi.

What is our WiFi policy?

Wireless access is provided to members on a dedicated VPN specific to your company through the “EAST ROOM” network. This wireless network is available at all of our locations. Non-members can use the “East Room Guest” network that is also available at all of our locations.

What is the internet speed at East Room?

Internet bandwidth at each East Room location is shared, but our members should expect reliable network services for performing standard tasks: 25 Mbps up and 25 Mbps down for Club members, 50 Mbps up and 50 Mpbs down for Private Space memberships.

How do visitors and guests connect to the WiFi at East Room?

Connect to the “EAST ROOM” WiFi network to launch the East Room sign-in page (if it isn’t displayed, open your browser and it will load). Select “I do not have a password”, fill out your e-mail address, and agree to the terms.

​What do I do if I lose internet connection?

Contact your community manager or a community associate at the front desk.

What do I do if I have a slow internet connection?

There can be various reasons for internet speed to drop or slow down: - The device might be connected to a WiFi access point that is far from the office if you move from one part of the building to another - Devices can have hardware restrictions that affect the internet speed.

Wifi Troubleshooting

Before creating a support ticket, we ask that you: - Turn your WiFi off and on. This will ensure that you are connected to the closest WiFi access point. - Perform a hard reset on your computer and connect to the WiFi again. This will help to initiate a system refresh and can enable a better connection.

Raising a support request

If the issue persists, create a support request ticket through the East Room app or member’s portal, and one of our operations specialists or community managers will help you troubleshoot.

Printing

How do I print at East Room?

East Room printing is managed by a third-party service called Ezeep. This account will be activated during your onboarding. Once installed, Ezeep can be used to print black and white or colour from any PC, Mac, tablet, or mobile device with ease.

How do I install East Room printing services?

Your community manager will install your Ezeep account as part of the onboarding process. This will give you 24/7 access to East Room printing services.

Can I bring my own printer?

You can bring your own printer if you are a Private Space member. Club members must use printing services provided by East Room.

How do I troubleshoot printing issues?

If you’re having issues with the East Room printing services, create a ticket in the East Room app or member’s portal. The community manager for your home location will contact you right away to help you troubleshoot.

How do I print in colour vs. black and white?

When you print your documents, you can select between black and white or colour. All black and white prints are complimentary while colour printing is .10 cents per page. Club and Private Space members receive 50 complimentary colour pages per month.

How do I view my company’s remaining print credits?

Club and Private Space members receive fifty complimentary colour pages per month, after which they are charged .10 cents per page. Colour printing credits reset every month.

TV Screens

How do I connect to a TV in a boardroom?

See the detail connection instructions on the boardroom television or the boardroom guide in the Members Portal.

What should I do if I’m having trouble connecting to a boardroom TV?

Create a ticket through your East Room app or member’s portal. If the issue is pressing, contact your community manager or the community associate at the front desk.

Phones

How do I use the conference room phone?

All East Room boardrooms are certified Zoom rooms with telephone conferencing. To begin a phone call, select the Phone option on the room controller.

Does my office come with phones?

Offices do not come equipped with telephones. If you want to learn more about a VoIP (Voice over IP) service for your office, please contact your community manager.

Website & App

Account Manager

How can I change the primary name on our member account?

Contact your community manager.

Boardrooms

How do I book a boardroom?

You can book boardrooms through the East Room app or member’s portal. To book a boardroom through the app: 1. Select the Bookings tab. All of the available boardrooms at your location appear. 2. Select the boardroom you would like to book and review the availability. If there is a time slot available, select Book. 3. Enter a title for your booking and select a time slot and booking duration. 4. Select View Summary to verify your booking and select Confirm Booking to finalize it.

How many credits (hours) do I get with my membership?

East Room’s boardroom credit system is in place to ensure spaces are booked fairly and accountability is upheld for each user. Complimentary credit amounts are based on each membership tier and are allocated monthly. Credits do not roll over and cannot be shared between members. See below for a breakdown of our credits (1 credit equals 1 hour): Club Members: 2 credits per month Dedicated Desk Members: 2 credits per month Private Office Members: 4 credits per person per month with a minimum of 10 credits

How many guests can I have in a boardroom?

Boardroom occupancy is limited to the number of seats available in a given boardroom. Our spaces consist of 6, 8, and 12 person boardrooms. If you require additional seating, create a support ticket or contact your community manager.

What happens if I don’t cancel or show up for my boardroom booking?

All boardrooms must be cancelled within 3 hours of a booking without penalty of credits or booking fee. Boardrooms cancelled outside of the 3-hour window will be charged to your member account.

How do boardroom overages work?

Access to boardrooms without a booking is prohibited. Booking a boardroom past your allotted credits will result in a charge per hour per boardroom type. Pricing is as follows for members: 6 person: $48.00 per hour + HST 8 person: $64.00 per hour + HST 12 person: $96.00 per hour + HST

How far in advance can I book a boardroom?

Boardrooms can be booked up to 3 months in advance. If you need further assistance with a booking, create a support ticket or contact your community manager.

How do I view my company’s remaining boardroom booking credits?

When booking a boardroom through the East Room app or member's portal, your booking summary displays the number of credits available to you. If your booking is over your allotted credit amount, a dollar amount is indicated in your booking summary before you confirm a booking.

Why isn’t the system letting me cancel my boardroom booking?

Boardrooms must be cancelled within 3 hours of the booking. If you need further assistance with a cancellation, create a support ticket or contact your community manager.

Can I host events in boardrooms?

Events can be hosted in our boardrooms as long as they are within the available seating guidelines of the booking. If there is catering, you need to notify your community manager before the event.

Emails & Notifications

How do I opt-out of or into member emails or mobile notifications?

New members are automatically added to our weekly notices and mobile notifications. We do not recommend that members opt-out of our notices and notifications. This is our primary means of communicating events, updates, building notices, etc., with our membership base. Note: If you do wish to opt-out, select Unsubscribe at the bottom of our weekly notice emails. If you unsubscribe by accident, you can resubscribe by clicking the same link and selecting “please add me back to this list”. You can turn off notifications for the East Room app in your device notification settings.

Building

Space

How do I view the community team at my building?

To view information about your home location and community team, select the about us page on the East Room app. There are also details listed on the locations page of our site.

Is there parking onsite?

Parking differs with each location. When it is available, parking is generally reserved for Private Space memberships. For more information, see the Transportation Resource Guide for your home location in the East Room app or member's portal, or contact your community manager.

Is there bike storage?

Bike storage differs with each location. When available, our bike storage is accessible to every member on a first come, first served basis. For more information, see the Transportation Resource Guide for your home location in the East Room app or member's portal, or contact your community manager.

Can I get there by public transit?

Public transit differs with each location. For more information, see the Transportation Resource Guide for your home location in the East Room app or member's portal, or contact your community manager.

What do I do if I lose my access pass?

If you lose or misplace your mobile device, re-install the East Room app to another device and log in to reinstate your door access.

​What do I do if I lose internet connection?

Contact your community manager or a community associate at the front desk.

How do I make a request for maintenance?

Create a ticket in the East Room app or member's portal. For more information about ticketing, see the Ticket Guide in the Resources tab of the East Room app or member's portal.

Who do I contact for climate control?

Create a ticket in the East Room app or member's portal. For more information about ticketing, see the Ticket Guide in the Resources tab of the East Room app or member's portal.

Can you adjust overhead lights?

Create a ticket in the East Room app or member's portal. For more information about ticketing, see the Ticket Guide in the Resources tab of the East Room app or member's portal.

Can I bring a desktop monitor?

Office members may bring a desktop monitor. External monitors are not allowed in our common spaces.

What do I do if see a leak at my building?

Create a ticket in the East Room app or member's portal. For more information about ticketing, see the Ticket Guide in the Resources tab of the East Room app or member's portal. If the issue is pressing, contact your community manager.

What do I do if I need to use the freight elevator?

Freight elevators are location specific. If there is one at your home location, please contact your community manager for assistance.

Is there additional storage onsite?

We do not have additional onsite storage at any of our locations.

What are East Room’s access hours?

All of our locations are staffed from 9AM to 5PM, Monday to Friday. You may access our locations outside of these hours using your access pass. The number of guests you can bring depends on your membership type; see your membership agreement for details. Clean up whatever space you occupy. Do not bring any outside alcohol or substances. Failure to follow these conditions may result in the termination of your membership.

What is East Room’s refrigerator policy?

You can use refrigerators to store your personal items. Refrigerators are cleaned out every Friday after 5PM. We’re not responsible for any items thrown out after this time.

Can I meet in common areas?

f you want to have a meeting, it’s best to book one of our boardrooms. Informal meetings are allowed in common areas or those not designated as a quiet space.

How long can I stay in the phone booth areas?

Phone booths are first come, first served and cannot be used for longer than 60 Minutes.

What are the audio rules at our locations?

You need to wear headphones in our common spaces and any area designated as a quiet space. Loud music is not allowed in office spaces.

Who do I contact if I’ve lost something?

If you or a guest misplace something, contact the front desk of your home location.

Office

Can I make alterations to my office?

You’re not allowed to make any significant alterations to your office like mounting, painting, flooring, or lighting. Contact your community manager if you’re not sure.

Can I bring my own furniture?

East Room is a turnkey solution that includes desks, chairs, and storage. You can bring your own accent furniture within reason, but just be sure to contact your community manager for any significant requests.

How do I add or remove East Room furniture from my office?

East Room is a turnkey solution that includes desks, chairs, and storage. To have a reduction or addition, please create a ticket in the East Room app or member's portal or contact your community manager. Most alterations can be completed on the same day.

What happens if I need more space or desks?

All offices are turnkey with the number of desks and chairs determined by the office type. You are not allowed to add additional desks beyond the allotted number for an office. If you need to add additional space, contact your community manager for availability.

Can we put in a mini fridge (or other appliances) in our office?

You are not allowed to have appliances in your office.

What is the East Room signage policy?

Each office comes with a vinyl company logo. Contact your community manager for details. Note: Signage must be approved by East Room in before of installing.

How do I adjust the temperature in my office?

Create a ticket in the East Room app or member's portal. For more information about ticketing, see the Ticket Guide in the Resources tab of the East Room app or member's portal.

How are office sizes measured at East Room?

Office spaces are measured by person (e.g., 2-person, 4-person, 6-person).

How often will my office be cleaned?

Offices are cleaned every evening. For additional cleaning requests, create a ticket in the East Room app or member’s portal. For more information about ticketing, see the Ticket Guide in the Resources tab of the member’s portal or East Room app.

Mail & Deliveries

How will I get notified of mail and package delivery?

We’ll send you an email notification that your letter mail or packages have arrived. Private Space members will have their mail delivered by the end of each day. Mail for Open Space memberships is sorted and stored in the East Room mail room.

Can I book a courier to pick up a parcel?

Yes. When the courier arrives, we’ll notify you to bring the parcel to the front desk.

How long will my mail be stored?

Mail is stored for 10 business days, after which East Room may dispose of it or return it to the sender as they see fit. Packages should be picked up within 1 to 2 business days. If you are unable to make a pick-up, contact your community manager. If any customs, duties, or handling charges are due, make these payments before the package arrives. We ask that you don’t ship anything over 30lbs or larger than 3ft x 3ft to the front desk.

Are there size restrictions on what can be delivered to East Room?

Yes, there are size restrictions for mail and packages. We ask that you don’t ship anything over 30lbs or larger than 3ft x 3ft to the front desk.

Can I order food deliveries to East Room?

Yes, members are allowed food deliveries. Once the delivery arrives, your community manager will contact you. If the food delivery is not picked up within an hour, it may be disposed of.

Are there mail restrictions for different membership types?

Yes. Open Space memberships only allow letter mail, unless you purchase the package handling add-on. Private Space memberships allow you to receive packages.

Guests

What is East Room’s visitor policy?

The number of guests you can bring into the communal spaces at any one time depends on your membership type; see your membership agreement for details. If you want to bring additional guests, you need to reserve a boardroom. All guests need to sign in at reception before entering the space. Your guests cannot enter East Room without you being present. You cannot be separated from your guests within the space or allow them to remain when you leave. After-hour guests need to be booked into a boardroom. You are responsible for ensuring that your guests follow all house rules and policies, and violations can result in suspension or termination of your membership.

How many guests am I allowed?

The number of guests you can bring into the communal spaces at any one time depends on your membership type; see your membership agreement for details. If you want to bring additional guests, you need to reserve a boardroom.

Can my guests come everyday?

You can have the same guests up to once per week; additional days require the guest to apply for a membership.

Can I have guests after hours?

After-hour guests need to be booked into a boardroom. You are responsible for ensuring that your guests follow all house rules and policies, and violations can result in suspension or termination of your membership.

How do I register guests and what happens when they arrive?

All guests need to sign in at reception before entering the space. Your guests cannot enter East Room without you being present.

What if my guests arrive before me?

All guests need to sign in at reception before entering the space. Your guests cannot enter East Room without you being present.

What if I have more guests than allowed for a boardroom?

Depending on the location, you can make an external boardroom booking or event booking. Contact your community manager for details.

Event and Special Requests

Can I book a corporate or private event at an East Room location?

East Room locations have space allocated for events. Submit an inquiry through our contact form and a community manager will reach out to you.

How much does it cost to book an event at East Room?

Pricing for private events is location and event specific. Submit an inquiry through our contact form and a community manager will reach out to you.

Can I bring my own vendors (furniture, florals, catering, bar staff, valet, etc.)?

No, East Room has a list of preferred vendors for private events. You can ask one of our community managers for special requests, which we need to approve before the event.

Are member events complimentary?

Most member events are complimentary unless they are ticketed. If the event is ticketed members receive priority booking.

How many guests can I bring to a member event?

You can bring up to one guest to East Room events. You need to sign guests in at the time of the event.

Can I use the space to photograph or shoot film?

You need to confirm with your community manager before any photography or filming in the space. Depending on the size and nature of the shoots, a fee may be associated. Failure to notify the community manager may result in a suspension or termination of your membership.

Security

Does East Room have an emergency call centre?

If you require emergency assistance or want to report a crime in progress, call 9-1-1. An emergency is any situation where people or property are at risk, including but not limited to fires, crimes in progress, or medical emergencies. For an emergency where people or property are not at risk, create a support ticket and mark the appropriate severity. Our front desk staff are available from Monday to Friday, 9 to 5 to assist you.

Workplace safety at East Room

We want all our members and guests to safely enjoy the activities and facilities available at East Room. Observe any signs published or displayed at our space at any time and take reasonable precautions when traveling around the space or using the facilities. If a member or guest has an accident or suffers any injury at or in the vicinity of East Room, report it to a staff member as soon as possible and, in any event, within 24 hours of the incident. As well as wanting to check on a member or guest’s well-being, this information is needed for us to comply with health and safety obligations and for insurance purposes.