system
A chat on subreddit /r/me_irl
human
I was visiting a park with my neice. It also had several farm animals in fenced off areas. Right as we arrived, there was a big group following a guide going into the fenced areas, petting the animals, etc., so we followed along.

We were petting a donkey when I heard the tour guide loudly say "if the PAID group members would please follow me..." Looked up and she was glaring at me.

I had no idea! But she was looking at me like I was some kind of monster. Some of the group asked if we could tag along, but the guide wouldn't allow it. I didn't want to anyway, being so embarrassed by that point, but it was tough explaining to my pre-k neice why we suddenly couldn't pet the rest of the animals.
gpt
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.