Nicola S.
Google
Surprising and disappointing visit. After a long day of travel me and my friend popped in for a soft drink as we were staying near by. We were told by a staff member that we needed ID (passports) to order a Coke Zero. This was around 8pm in the evening, both completely sober. This was a very confusing experience as we have never been asked for ID for a soft drink before. Families around us with children were served soft drinks, however we were refused (we are both 25 years old). Visited the bar the next evening with our passports and we were served the Coke Zero, no ID required. Left a bit confused why we were turned away the previous day.
Following the owner’s response, I feel it’s important to clarify why this experience was still disappointing.
We were refused service for a Coke Zero because we didn’t have passports on us, despite being 25 years old and sober. While we understand the importance of the Sale & Supply of Alcohol Act and host responsibility, the law applies to minors (under 18) — not adults. Asking people who look under 25 for ID is a common venue policy, but it is not a legal requirement to refuse service to adults ordering non-alcoholic drinks.
The issue wasn’t being asked for ID — it was being completely refused entry and service for a soft drink, with no attempt at explanation or flexibility at the time. This was confusing, embarrassing, and felt like an overly rigid interpretation of policy rather than a customer-focused approach.
Additionally, we are both adults we fully understand that we would need to bring passports if we were ordering alcohol. I personally find it quite condescending the way that that has been responded to.
We appreciate staff need to protect themselves, but the way this was handled made us feel unwelcome. Unfortunately, that’s why the one-star rating still stands.