Bed Bugs in Vacation Rental Accusation

[Gerald Pitts]

I'm anticipating getting a review saying "This cabin has bed bugs." Guest sent a picture of his friend who woke up with some kind of bite on her shoulder (not consistent with bed bugs on google images).  And then the next morning, she had another one on her face.  Still not like the bed bug images I looked up.  I recommended seeking medical treatment if they were concerned. Which they said they didn't want to do.  I'm not a doctor, but discussed with pest guy who said could be mosquitoes, spiders, possibly bed bugs, not sure.  He came out and sprayed the cabin, and inspected.  He sprays every month for pests.  He found only one skin from a bed bug and that seemed to be months old from before I owned the cabin in January.  Since January, we would have had probably 200 + people come through to stay...none with bed bug bites.   He all but ruled out bed bugs, telling the guests that it might be from a spider or something.  He was also discussing with me that people often have reactions days later from a bite.  So it could have happened when the guest was home and then just had the reaction show up while at our cabin.  The cabin is located in the Smoky Mountains in East TN in the woods.  There are "critters" here and there.  Basically a lot of variables, none of which say "definitely bed bugs".  

I can't be 100% positive of any responsibility / or not at this point, but just in case, I proactively refunded them one night's nightly rate of the 3 that they were staying, and offered a discount on future stay.  There's always the possibility she was bitten by something in the cabin, which  I don't love, and I acknowledged that this has possibly affected their experience negatively, and apologized if that was the case.  

They now are saying that that isn't good enough (also anticipated) that they're getting in touch with airbnb support
and that they want a full refund.  Saying that "WE" (first time the "we" word was used and no pics supporting, but fine) have bed bug bites all over and were not able to enjoy our stay at all.  At this point, I've just told them we've reached out to airbnb support as well, and they are welcome to do the same.  

I've let cust. svc know I'm monitoring closely the pest situation, and even willing to give a full refund if needed but concerned about a review that says inaccurately there ARE bed bugs when that has not been confirmed, and could possibly have a significant impact on future bookings.  Haven't heard back yet.  Have you had a similar experience?  Any chance of this review getting removed if posted?  

TLDR: Guest claiming bed bugs, pest control found no bed bugs.  Will ABB remove review claiming bed bugs if guest posts one?

[Luke Carl]

@Gerald Pitts

Bed but day sucks. Good news is it doesn't sound like this is bed bug day for you :) 

I'm in your market and been through this dozens of times. Only one time was it actual bedbugs. 

GREAT job immediately calling the exterminator and getting them over there.

Have your exterminator write you up a note on a company letter head that says something to the effect that "We treat this property monthly. We have inspected the property and have found no signs of bedbugs" and send this to airbnb via messenger. This will get you off the hook with the crazy guest. Because that's what you have.... a crazy discount seeker. 

I would cut off all communication with the guest and advise them to call 855-4-airbnb for any further assistance. 

Don't worry about the review just yet, and certainly don't mention it. Turn off your auto review for this guest in your PMS.  When their comes through you'll have the proper documentation to have it removed. 

Again.... If you ACTUALLY had bed bugs I would have different protocol. But... you don't. Just learn how to handle this for next time. Because there will be a next time. And it will be easier :)