Guest claims there is bed bugs

[Nat9]

I have just recieved an email from a guest as well as from airbnb stating there are bed bugs in her bed.

The guests states that she has bites on her.

Airbnb said that if I don't replace the mattress and fix the problem immediately, the booking will be cancelled and the guest will be refunded. 

I have asked the guest for photos of the bed bugs.

The guest checked in over a month ago. Surely if there were already bed bugs present, she would have noticed in the first few days, not over a month later?

I don't think a host should be responsible under these circumstances. I have no doubt airbnb will make me responsible for it though!

[Marie21]

when guests want to leave they come up with stories to get the full refund

And depend on the person dealing with the issue they mostly go to the guests side

i have experience it in the past

Even if u have multiple good reviews Airbnb always go to the Guests side

even on none sense allegations

[Renschi0]

In anyways, you cant see bed bugs, you need a microscope for it.

Also, if she complained a month later, she could have picked it up anywhere.

[Peter10]

They are large enough to see and large enough that they have to use the seams to get inside the bed. 3-4mm

[Barbara487]

So heres my story, and its just starting. I got a reservation for a week and i reached out to the guest and never received a response. The day before the reservation started I reached out again about the check in and to let me know if they couldnt download the app to open the door so I could leave a key, no response. The day comes and they call that they cant get in and i have to give them my code for the keypad. They went out that night and left all the lights on, then came home and entered and exited the house at about 3 am close to 5 times. I wake up at 10 am to a text that says I have bedbugs and they want a full refund cause they had to go to a hotel. I didnt even respond to them as I was afraid they would go into the house and do something if i refused to give them their money back. I got the neighbor to go over, take the keypad off and set the alarm and set up for a bed bug specialist to come out that same day. I call airbnb and they cancel the reservation and refund all the money to the guest. The pest control man comes and nothing is found, theres an invoice and video proof of the pest control man doing his job and checking not only the room but the whole house. I call airbnb back asking for a reinbursment for the pest control, the night they spent, an unlock of my listing, for the cancelation not to affect my super host status and if possible the money for the full week (apart from the pest control) they where supposed to stay. still waiting to hear back, its only been a couple of hours but its looking hopeful. If airbnb can not do this for me I will talk to my lawyer and sue the woman who made the reservation. 

[Karen-and-Chris0]

Barbara, do you have an update on what happened in your situation?  Thanks!

[Barbara487]

Hey! I do have an update. Airbnb literally took care of everything the same day. I did file a police report against the guests. But because the pest control came over and proved that it wasn't true that we had bedbugs, Airbnb refunded us the pest control and literally took care of everything. I did take some time on the phone and it had to be escalated to the right supervisor, but once he took the case everything was awesome. 

[Alexis113]

Hi Barbara,

I am dealing with a fraudulent BedBug case just now.  Airb&b did not contact me.. I was threatened by the guests who I cancelled their reservation and then stayed an additional night - so I called Airb&b and told them about the bedbug threat (refund all our money or we will tell Airb&b that there are bedbugs). They advised me to sit tight and do nothing.  Well... two weeks and 2 guests after the liars left, they contacted Airb&b to complain of bedbugs.  Airb&b DID NOT contact me, instead they cancelled EVERY RESERVATION through September 2018 (it’s Jan 2018) over $10,000 worth of business - leaving me to deal with all the emails from guests “why did you cancel our reservation?”  It’s been 5 days, I still have not gotten any sort of reply from Airb&b about how to resolve the issue, there is no official request from them to provide proof of no bedbugs, and no one has actually contacted me from the “bedbug”  unit.  

I have a guest (an MD) who had his reservation re-instated (!!) who is happily staying in the apartment now.  Honnestly, I don;’t know what to do.

Suggestions?

[Linda513]

Alexis, I realize that this is a year old, but I am trying to find out what happened? I cannot find if you were ever able to gain any kind of satisfactory response from Airbnb. If you get this could you let me know? I am very upset at this story and I am just about ready to jump ship. Did you?

[Wendy117]

I went to look at your listing and couldnt find it.  Your reviews show several complaints about cleanliness.

Maybe you should change your cleaning company.  It is also recommended that you put in your listing that no bedding is supplied.