Mackenzie's Coffee House — Restaurant in Scotland

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.

⸻ 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.

———————— 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 —...

Very disappointing experience at this establishment in Pitlochry city center. We ordered 5 whiskey ice creams and coffees during a rainy day, but the service was extremely poor throughout our visit. The staff showed no politeness or friendliness - not even a smile during the entire interaction.later When I requested cup of warm water for my father’s medication, I was shocked to be charged £2.25 for what should be a basic courtesy even after paying significant amount of money to buy several products. especially given we were already paying customers. The whiskey ice cream quality was not great at all compared to other local options. The establishment on the corner with the red exterior offers much better whiskey ice cream and significantly better customer service. We wanted to try a new venue and now we regret it.

I understand your position on business costs, but there are several points for consideration: Medical necessity vs. commercial product: warm water for medication isn’t a commercial product - it’s addressing a basic human need. Most establishments recognize this distinction, particularly when serving elderly customers. Proportional charging: £2.25 for hot water seems disproportionate. The actual cost of heating a cup of water is mere pennies. Your markup suggests this is more about policy than covering genuine costs. Industry standards: Most cafes and restaurants in the UK provide complimentary hot water, especially for medical purposes. This is considered standard hospitality practice, not an entitlement. Customer value: We spent significantly on your products. Charging additional fees for basic courtesies to substantial customers is counterproductive to building customer loyalty. The goodwill generated by waiving a £2.25 charge likely generates more return business than the minimal cost recovery. The fundamental issue remains the unwelcoming attitude we experienced. Even if you maintain your charging policy, basic courtesy shouldn’t be an additional cost.

For a tourist area like Pitlochry, this level of service is unacceptable. Staff training on basic hospitality would greatly improve the customer experience. Unfortunately, I cannot recommend this business and will be taking my customers or friends and family elsewhere in future. Not recommended there are much better quality whiskey ice cream and better service in a few minutes walk . Again not...

Racist. I should have read reviews prior to walking into this place. Espresso tasted burnt, older lady behind the counter was rude and unwelcoming. Stopped here on our way out of town. Fiancée ordered an ice cream with our coffees as takeaway. She was simply finishing her ice cream on one of the empty tables in the cafe before leaving. This lady stopped taking a customer’s order to shout over the register and told us to leave because we ordered takeaway. There was no queue (one person ordering coffee). There were empty tables. Everything about the interaction left a sour taste in my mouth.

I had a lovely time in Pitlochry UNTIL this morning. After reading previous reviews, it seems like this same person treats anyone with melanin this way. I am brown and my fiancée is Irish. Seems like she didn’t like that. What a shame. This town is such a gem, but that lady ruined it for me. Give your business to any of the other...