We had an upsetting experience during our visit. My auntie, who is both disabled and diabetic, needed to sit down and eat a small portion of food she had brought with her for medical reasons. While we had purchased drinks from the establishment, we were approached by a member of staff who, rather than calmly explaining their policy, addressed us in an unexpectedly aggressive and loud manner.

To make matters worse, another staff member walked past and used inappropriate language, which added to our discomfort. The interaction felt unnecessarily hostile and lacked any form of empathy or understanding, particularly given my auntie’s condition.

What made the experience especially disheartening was the way we were spoken to—rudely and publicly, in front of other customers—without any effort to resolve the situation respectfully. Had we been approached kindly and informed of the policy in a considerate way, we would have happily complied.

We left feeling extremely embarrassed, unwelcome, and, unfortunately, concerned that the way we were treated may have been influenced by unconscious bias or a lack of cultural sensitivity. My auntie was very upset by the incident, and it significantly affected what was meant to be a relaxing part of our day out.

We sincerely hope that the management reflects on this situation and takes steps to ensure all customers, especially those with visible needs, are treated with the compassion and respect they deserve.