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Hi, it is very hard to equate treating your guest to your positioning or ranking in booking.com page. The positioning has a mind of its own and I find if you contact your marketing manager and make valid complains, your positioning can improve.
We treat all our guests as best as we can. But some are thoroughly obnoxious and no matter what you do, they will find ways to make complains.
The best is to just treat your guests the way you want to be treated when you stay in another hotel. Do what you think is best and from your heart.
I'm using eZee Channel manager and it has been very good.