Guest demanding full refund due to non-existent bed bugs

[Emily2525]

I had a guest check-in yesterday afternoon for a 5 night stay. She requested an early check-in which I allowed. First of all she complained that she couldn’t get into the property as the key entry pad wasn’t working (it was) and then when I followed up with her this afternoon to see if everything was ok she told me that she had had to stay in a hotel last night as had found an infestation of bed/bugs! 
she then said that had found another Airbnb today, has taken all her stuff and wants a full refund!!!

she sent a very blurry photo of a small bug which we couldn’t identify which was on a towel on top of the bed.

we immediately went an inspected the flat and as an anticipated there was no evidence whatsoever of any infestation - in fact nothing at all other than one bug which she had left on the towel.

Furthermore, when I got to the flat, the front door was open - she had left it open which meant anyone could have walked in to the property!!!

I have Superhost status which I have had for 3 years and am so panicked and upset what a review about bed bugs (even though there aren’t any!) will do to my business… 

I have notified Airbnb support but would really appreciate any advice. 
they advised that she hadn’t contacted them about this at all…
I feel like I am going to come out of this badly regardless of what I do which feels so unfair 😭

[Joan2709]

@Emily2525 

She probably found a less expensive Airbnb and scamming to get a refund from you (or Airbnb).  I would use Google Image to try and identify the single bug she mentioned. Some hosts have said guests bring in a insect that is not native to the area and try to scam Hosts for a refund. 

Yes, I fear no matter what you do, this guest will most likely retaliate in a review if she doesn't get a refund. She will add her difficulty checking in to the mix I fear as well (even though the lock was working fine). It is up to you to decide if you want to refund her or not. If you don't, I would expect a retaliatory review that you probably won't be able to get removed. You'll have to weigh out what is more important to you, loss of the 5day income or a bad review. I certainly would mark her down for communication for sure in your review. BTW, what kind of previous reviews did this guest have?

Unfair? For sure. This is the environment Airbnb has created and Hosts are on the loosing end. The guest is supposed to contact you and/or Airbnb if there is a problem found, not leave and stay at a hotel (supposedly) and then notify you. Airbnb should have then helped her find another Airbnb property to stay in, or they will refund her:

Refund Policy

https://www.airbnb.com/help/article/2868