My guest arived yesterday evening and then left for the evening saying they were cancelling

[Gloria372]

They say they were canceling due to 'insect infestation' which... it is so not true.  I cleaned our suite that morning, I left the doors open because it was raining and the air was so fresh.  I did not see a single insect in the suite.   I did respond that it was a bit late for me to take care of that and said that I was going to check on that next day.

They came back at 11 pm and send me pics of ONE house spider and ONE cricket and 'checked out'.  I mean, in my book, that is not insect infestation.  Those two insects probably got in when I was cleaning the suite with the open doors and I would never ever leave a hotel because I see one spider and one cricket... I may smash them... but that's it.

They are still showing as active reservations, which means I can't rent the room.  I am a concern they will leave a nasty review tomorrow when it is their official check out date.  I did leave a message on Airbnb customer service concerning this reservation but nobody has contacted me.  I am really close to becoming a super host and a bad review will bring me back a few months.  

Is there anything I can do??

[Jonathan6]

Make sure you communicate through the ABB system, in the end if you have a complaint you need it documented (they too will have to document).  Since, they have not cancelled (you woud have gotten  a cancelation from ABnB) then this has not been escalated by them.  Don’t post a review and wait and see if they do.  If they don’t post a review it goes away, if they do, make sure you post an honest review of them stating that they made up the story of an “Infestation”. 
One thing you do mention that is an honest criticism is that you did not want to respond since it was late.  You are the host, if your guest has a problem you need to be responsive.  That alone is a reason for you not to be considered a “Superhost”.

[Branka-and-Silvia0]

@Jonathan6 

sorry, but I wouldn't  jump out of the bed, get dressed , leave my home , sit in a car and drive to the city at 11 PM because my guests found 1 spider and 1 cricket ( I would if the spider is tarantula)  And I am superhost... for a long time... 🙂

@Gloria372 

they left so let them make the frist move.

Two adults run away from 1 spider and 1 cricket? Jesus! what's wrong with people today?

[Gloria372]

I agree.  I am an avid traveler, I found a spider or a cricket even in 5 start hotels... If they really bug me, I'll step on them but definitely not leave my room because of that.  But they did.  and requested a full refund.  I told them to talk to Airbnb and whatever they said, I was ok.  The money was deposited in my account. So I guess Airbnb agreed with me.  Anyway, they will give me a low rate but I will post my side of the story as well.  I guess I have to wait a bit longer to become a super host... thank you guys!

[David6]

They need pictures to prove an ‘infestation’. These types of dramatic/entitled guests are becoming more and more commonplace . But Airbnb resolutions centre  is getting super tough. You need convincing pictures from either side to ‘win’ your case.