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Sadly, I had a similar experiences and also spoke to many humans at booking.com, not to mention several e-messages. Yes, they are dealing with it, but till date, they are still dealing with the matter about one month down and counting.
However, I had the opportunity to respond and I think that any prospective guest that prefers the negative comment despite contracdictory reviews from other guests is not welcome to my property. I think it will be wrong to treat guests differently than they deserve for the sake of a good review. Nasty and unwelcome guests, my policy is to show them the door.