I don’t see any connection between a bad yelp rating and this case.
The agent’s request for a passport was consistent with her training and company policy. Her manager and the national company backed her up on this.
There was no bad customer service.
The customer threw a fit when asking for required docs, tried to bully the employees into breaking policy.
Was initially denied for his refusal to provide passport, then for throwing a fit and being rude.
There'd be trouble if a business declined to treat me in the same manner that they had treated me in the past because some pin-headed bureaucratlette wanted to throw their weight around.
So your protestations in this matter are falling on deaf ears.