12-13-2025, 07:54 AM
I had a guest who departed a few days ago send me a message with a couple pictures of an arm with what appears to be a rash saying they think they were bit by bed bugs at my property because they can’t think of what else it would be. I immediately responded, thanking them for letting me know and that I’d get an exterminator to go look ASAP. I immediately messaged my exterminator to get them out there and they’re planning on going there tomorrow morning.
Today I get another message from the guest saying their rash has gotten worse and they’d like to discuss a refund. I immediately responded letting them know the exterminator would check it out tomorrow but I’d offer a 50% refund on the cleaning fee because of the inconvenience for whatever it was.
They responded with this:
“Thanks for the update. I appreciate you having someone come out to inspect. I was hoping to handle this directly between us rather than involve Airbnb, but a partial cleaning fee refund doesn’t feel fair given the impact this has had. I’ve had extensive, very visible bites over my face and body that have been extremely uncomfortable and have kept me from being able to go out, and since returning we’ve had to wash and dry all of our belongings multiple times and are still worried we may need professional treatment as a precaution. I also want to be transparent that this is something I’d feel obligated to mention in a review for future guest safety. My preference is to resolve this without involving Airbnb support, as I don’t feel the current offer fairly reflects the situation.”
What should I do? I’ve never had someone make this type of claim before and I personally stayed there last month with no issues, and none of the people before this guest reported issues either.
Today I get another message from the guest saying their rash has gotten worse and they’d like to discuss a refund. I immediately responded letting them know the exterminator would check it out tomorrow but I’d offer a 50% refund on the cleaning fee because of the inconvenience for whatever it was.
They responded with this:
“Thanks for the update. I appreciate you having someone come out to inspect. I was hoping to handle this directly between us rather than involve Airbnb, but a partial cleaning fee refund doesn’t feel fair given the impact this has had. I’ve had extensive, very visible bites over my face and body that have been extremely uncomfortable and have kept me from being able to go out, and since returning we’ve had to wash and dry all of our belongings multiple times and are still worried we may need professional treatment as a precaution. I also want to be transparent that this is something I’d feel obligated to mention in a review for future guest safety. My preference is to resolve this without involving Airbnb support, as I don’t feel the current offer fairly reflects the situation.”
What should I do? I’ve never had someone make this type of claim before and I personally stayed there last month with no issues, and none of the people before this guest reported issues either.