Is It Fair to Lose Superhost Over Something I Can’t Control?

[Azeddine8]

Hello everyone,

I wanted to share a recent experience and get some advice from fellow hosts and the Airbnb Community.

Recently, I had a guest who reported seeing one or two cockroaches in my apartment. I took the complaint very seriously and acted immediately to address it. However, this issue has put me at risk of losing my Superhost status and even facing suspension, according to the email I received from Airbnb.

This situation is really frustrating for me because it did not result from a lack of hygiene. Since I started hosting, I have never had such a problem, and all of my past guest reviews show that my place is always clean and well maintained. It’s also possible that the insects came in through a window or even in the guest’s own suitcase  things completely outside of my control.

I also contacted Airbnb support to request removal of the review, but they refused, explaining that this decision follows their rules.

My question is: in cases like this, is it fair for a host to face penalties or risk losing Superhost status? I do everything possible to provide a safe, clean, and comfortable home for my guests. This feels like an isolated, unavoidable incident, yet it could damage all the effort I’ve put into hosting.

I would love to hear your thoughts, experiences, or advice. Do you think this is a fair judgment from Airbnb’s support team?

Thank you in advance for your input!

[Patricia2526]

Hi @Azeddine8 

We make it a point to schedule regular pest control treatments for all our listed properties, and we always keep the official documentation on file. This has been part of our routine from the start, as it’s important to maintain a clean and healthy environment for every guest. During longer stays, it’s natural that some guests might leave behind crumbs, food scraps, or forget to dispose of their garbage properly, and unfortunately, this can attract pests like cockroaches. 

If you face listing issues with Airbnb, provide documentation of regular pest control to show proactive maintenance and support a quicker resolution.

[Jason114]

It definitely feels unfair, especially when you acted quickly and have a long history of clean, well-maintained hosting. Airbnb focuses on the guest experience, even when the issue is something no host can fully control. The best thing you can do is document regular pest control and keep delivering great stays.. one isolated incident shouldn't define your entire record, and future reviews will help balance it out.