system
A chat on subreddit /r/me_irl
human
Customer service etiquette would have been to discretely pull you aside and explain it's a paid tour and apologise about the confusion and inconvenience. This saves any awkwardness for the paid customers and improves relations with someone who is not a paying customer but is showing genuine interest in the services you're providing and could very well become a paid customer, and spread this positive experience to their friends.

Some people are simply not cut out for customer service, and this tour guide sounds like one of them.

Possibly they're more of an animal person and their main duty is caring for the animals and they've had this duty pushed on them.
gpt
&gt; Possibly they're more of an animal person

Sometimes it's so frustrating to deal with those human-animal hybrids, but I guess they deserve equal opportunity