Need Advice-10 small sugar ants neer kitchen sink. Guest wants money back. What should I do?

[Kelly1290]

Hey everyone,

I have an IMMACULATE Airbnb in my basement. When it is really hot, we occsionally get sugar ants-super tiny little guys. Ive had them in my house but first time in my Airbnb.  

I just had new guests check in. I let them check in 2.5 hours early to be nice. I saw a few sugar ants in the far corner of the kitchen. I put out a non-toxic trap and some baby powder. This always clears them up quickly.

The guests contacted Airbnb an hour later complaining about the ants. (Even though I was in the garden and they could have told me directly)  They wouldn't wait to see if the ants left. They wanted a refund immediately.   They used the kitchen sink, towel, bathroom, hand towels in bathroom and sat on the bed and messed it up (so I need to change top cover and tidy up bed). 

Airbnb is pushing me to give a full refund.  I am not happy with how they handled the situation and were somewhat agressive and used the place.  It was only a few sugar ants and everywhere in Portland has them when there is a heat wave coming.  

Would you give a refund?  Can they give me a bad review if I refund them? 

[Marissa160]

@Kelly1290  They can review you and I would expect it won’t be 5 stars. I wouldn’t let that influence your decision to give a refund. Don’t let Airbnb pressure you, they have done that to me and I just tell them it’s their policy and I’m just following it!  I’m sorry the guests weren’t more understanding for you. 

[Colleen253]

@Kelly1290 These guests know exactly  what they're doing, by your description of events. See the guest refund policy. Vermin/insects is mentioned. Airbnb will consider this such, unfortunately, even though we all know it's no big deal. The guests aren't afraid of a few ants. They know they will get some money back over it. Note that the guests will need to vacate the premises if they want a complete refund.

https://www.airbnb.ca/help/article/2868/airbnb-guest-refund-policy

Although for normal, reasonable non scamming guests it wouldn't be necessary, you should add to your house rules and listing description to mention the occasional appearance of these sugar ants, to prevent this happening again, or as leverage when dealing with Airbnb, should it happen anyway.