A suspicious review is frustrating, but the public reply should still be calm. Future customers usually cannot tell whether the review is fake. They can judge whether the owner looks professional.
Do not attack the reviewer
Do not post private details, full names, order records, addresses, or accusations. Even if you believe the review is malicious, a hostile reply can make the business look risky.
Use a neutral public response
Thank you for the feedback. We take reviews seriously, but we cannot identify the visit from the details provided. Please contact us directly with the service date or booking name so we can review this properly.
Report policy violations separately
If the review appears to violate Google's policies, report it through the Google Business Profile review tools. Keep that process separate from the public reply. The public response should be written for future customers, not for the reviewer alone.
When not to reply
If the review contains threats, hate speech, or highly sensitive claims, get advice before posting. A short, neutral response or a report to Google may be better than a long public explanation.