It is possible that the staff is overworked. Also it is possible that the author has a huge chip on her shoulder and is attention-seeking by complaining about racism. Another factor is that once a customer mouths off to staff or has an attitude the staff may decide to give them lousy service. Never attribute to racism what can as easily be explained by indifference or laziness. I once had to wait an hour at a car rental counter because they kept saying they couldn’t find my reservation (of course I have a printout with the confirmation number), my card wasn’t working (I had at least 5 valid cards with me), etc. They finally explained that the problem was I made the reservation “too far in advance” and their system therefore would not process it. I did not strangle anyone because I didn’t want to sleep in a Brazilian jail cell.
People all over the world react to “vibes”.
If you come across as friendly and pleasant you are much more likely to get excellent service—anywhere you go.
“You get what you give.”