Was yelp support right with there decision? 🤔

I’m a small barber shop, I always keep shop clean and making sure I give customers what they want. I have times random people come to my shop and asked to use my restroom because a random charter bus drops them off in front of my shop, I usually always tell them no because its too many people they get drop off and if i let one in then everyone else wants to come in. In the beginning I was like ok i feel bad for them, but one time they left a mess of poop and i had to clean it, that’s when i said enough . My thoughts its probably one of them 🤷‍♀️ 🤷‍♂️. What upsets me about a review isn’t even true especially since I’m the only employee. I don’t get how support will allow a false review to stay. Any thoughts or opinions about the matter?