Tourist trap with rude, racially biased rude staff – avoid. I would have given 1 or negative star, but Google might hide low ratings
⚠️Rude and arrogant staff. Charged £2.25 for hot water (cup is mine)without notice. Treated us with disrespect, while smiling warmly at white customers. Clear signs of racial bias. Deeply disappointing experience in a beautiful town.
This happened yesterday. I was revisiting a scenic route I loved last year — full of anticipation and warm memories. But near the end of our journey, we were shocked and angered by how we were treated at this small café.
Our tour bus stopped at the McKays/Pitlochry parking place, near the public toilets. There’s a small café called Mackenzie’s Coffee Shop, with an ice cream sign out front. Three white female staff were working inside.
I ordered a £5 ice cream and politely asked if I could have some hot water. They said “Sure” — with no mention of any charge.
Then I noticed the receipt: £2.25 charged just for the hot water.
When I asked about it, the cashier replied coldly:“That’s what we charge for hot water.”
I said, “I didn’t ask for coffee — and you didn’t tell me it would cost anything.”
No apology. No explanation. Just a blank, dismissive face. She said if I had a problem, I could complain on their website.
I told her I’d leave a Google review. Her smug reply: “Appreciate it.”
What upset me more than the money was the way we were treated.
My mother (60+)and I are East Asian. Throughout our time in the café, we were met with cold, impatient tones and unfriendly faces — while other white customers were greeted with smiles and warmth.
It felt like we were being judged, looked down on, and brushed off — simply because of how we look.
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This wasn’t just poor service. It felt personal. Discriminatory.
In a charming town, this café was a painful contrast.
⚠️Avoid Mackenzie’s Coffee Shop. There are better places — with honesty and basic respect.
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Follow-up to the owner’s response:
Your long and defensive reply only proves my original point — this establishment refuses to listen, refuses to reflect, and refuses to treat all customers equally.
Let me state clearly what happened:
• I bought a £5 ice cream and politely asked if I could have some hot water.
• Your staff said “Sure” — no mention of any price.
• Then I was charged £2.25 for hot water, which I only noticed as I tapped my card. And hot water price is not advertised on any price board.
• When I asked for the receipt and politely questioned the charge, the cashier replied coldly:
“That’s the price for hot water.”
• I said, “But you never told me it costs anything.” She simply shrugged and said:
“That’s what we charge — you can complain on our website.”
No apology. No explanation. Just a blank face and a condescending attitude.
Meanwhile, my mother, who is over 60 years old, sat quietly beside me. When she tried to speak up and express confusion, your staff looked away, ignored her, and responded with visible irritation.
They showed zero patience, zero empathy, and absolutely no courtesy toward an elderly woman who was simply trying to understand the situation.
In contrast, I clearly witnessed your staff smiling and greeting white customers with warmth during that same short visit. The difference in tone and treatment was undeniable.
Instead of taking responsibility, your response paints us as abusive and entitled — which is false and frankly offensive.
I never demanded free products. I raised a fair question about pricing and communication. That’s it.
If your team was “abused,” it certainly wasn’t by us. What we received, however, was rude service, smug responses, and thinly veiled hostility — and now, a public attempt to discredit and silence us.
But your refusal to reflect — and your decision to threaten reporting my review instead — says everything.