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While I do agree that we are all going to experience an unhappy and/or hostile guest occasionally, I also completely understand and am very sympathetic to this partner's frustration. I also do not agree with the statement that we, the partner, get the last word. It has been my experience that when replying to a so-called "wronged" guest, and let us all agree, that as partners it is not possible to please EVERYONE ALL THE TIME! So many people have different personalities and tastes and not everyone is going to go away 100% satisfied 100% of the time. But, when we have a guest that is inappropriate and demonstrates misconduct and especially when we let booking know in advance, they should put just as many stipulations into reviewing their posts about us as they put into our replies before allowing them to be posted and affect our rating. Further if a guest wants to write a negative review about a complimentary service you do not advertise and especially that they have not paid to experience and they had the option to partake or to ignore, then I do not think that it is relevant to a Booking review and Booking should omit it in the feedback and inform the guest accordingly. Just as I also personally think that if you have multiple guests from the same stay dates posting reviews and several provide a score of 10 and 1 so called "wronged" guest who has an axe to grind because the sun rose too early that morning and they want to hold you responsible because they did not get 10 hours sleep after returning at 3 am from a night of partying on the town and want an extended checkout time and you are unable to accommodate dur to incoming guests, then when pointed out by the partner, Booking should remoe that review or at a minimum, should stop refusing the reply that you provide pointing this fact out to future guests and setting the record straight!! Why is the guest ALWAYS RIGHT when it comes to reviews? I mean, after all, Booking is the one that calls us PARTNERS, doesn't feel very partner like to me. Booking should have the partner's best interest in mind and take these factors into account, after all, they do make money on our bookings and we both lose when a potential guest is infected by the untrue negativity of a former guest out for revenge.