Severe Bed Bug Infestation in Milan – Host knowingly rented an infested unit

[Nathan4560]

Hi everyone,

I’m reaching out here because I am struggling to get a fair resolution through the standard support chat regarding a nightmare stay in Milan (April 11-13).

We discovered a massive bed bug infestation in 2 out of 3 bedrooms. Our group suffered over 100 bites (photos available). While an infestation is always terrible, what makes this case unacceptable is premeditated negligence by the host.

The Evidence of Bad Faith:

• When I booked in February, there were 0 reviews.

• However, 2 reviews from March and April 2026 explicitly warned about bed bugs at this property.

• The host was aware of the infestation for weeks, yet they did not block the calendar, did not treat the property, and intentionally allowed us to check into a hazardous environment.

The Issue with Support: The host is only offering a 30% refund. This is an insult given the physical injury, the distress, and the significant costs I am now incurring to decontaminate all our luggage and clothing to avoid bringing the infestation into our own homes.

What do you think?

[Joelle43]

What an absolutely dreadful experience @Nathan4560 - for you and the family.  

I agree, a 30% refund is not acceptable and can't believe that Airbnb aren't giving you a full refund if you have all the necessary documentation to back you.  We hear here how guests are given full refunds for a spider or a fly but bed bugs are the worst because the trauma is real and doesn't just disappear once you've left the bug infested place.

You need to escalate this and ask to speak to the safety department.  Read the Airbnb link below on how to proceed Nathan,:

https://www.airbnb.co.uk/help/article/248

As a host myself, I'm baffled why this listing wasn't shut down and all reservations cancelled if there had been bug warnings left by previous guests.

I hope you get the outcome you deserve and please keep us informed of any new developments;

All the best

Joëlle