Hi Annie!
Oh my...these guest situations are out of hand! I have heard of guests bringing dead bugs with them. Then claiming bugs for a refund, as they found another airbnb in the area less expensive, so come up with a way to ask Airbnb to cancel the stay and give a refund so they can book the other property penalty-free! 🙄 😱. One host said she took a picture of a said "bug." Then calmly informed the guest that this particular insect is NOT native and the only way it would appear is if someone brought it there 🤣
If roaches are native to your area...not sure there is much you can do accept wait on Airbnb to decide what they will do. One thing I might suggest is to set expections for guests staying at your rural property. Put a "Wildlife & Insect" Disclaimer in your House Rules ("no refunds for the occasional insect sighting. This is an off-grid cabin in a rural area", or something similar. Then add something through-out your listing in your House Manual, Other Things to Note, etc. I have seen these from other hosts. Basically you say:
Wildlife & Insects
This is a off-grid, rural cabin surrounded by forest. It is a native habitat for all manner of wildlife and insects. We conduct regular pest control and inspections, but can't guarantee you won't see an insect or two inside (we try to keep them out, but they're persistent "buggers" 😊
Let us know how it goes!
