04-23-2025, 09:06 PM
I’ve dealt with 2 cleanliness complaints that are similar to this situation. The first one I was completely off guard so we offered them a full refund and said goodbye.. it just wasn’t worth dealing with them. The other one I fought them on it and support sided with us. Provide as much proof as possible. For the bugs if you get an exterminator that comes out provide the receipt. Bugs are always around and it’s impossible to provide a bug free environment especially if you are an a humid hot environment. Airbnb doesn’t expect that but you do need to show them you are preventing bugs as much as possible. If a guest complains about a dead bug point out that them being dead is a sign you’re doing something to kill them when they enter the house. Also provide receipts of your housekeeper who cleaned the place. We also have our housekeepers take a video of the property after they are done. You can take photos from the video and submit that as proof as well.