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So I have been hosting for 4 years now. About 100 reviews, 4.8 average stars across the board. Super host. Not one negative review.
A women from FL books my place, 7 days at $780 a day. Peak season. Two weeks prior she cancels the reservation then send me a message when she does not get a full refund. I explain to her she cancelled too late, that she only gets half back.
She tells me she now has 5 people and they wont fit in the unit. I tell her that i am not going to reinstate the reservation, because my place does not hold 5. After some back and forth, she says there will only be 4.
A week before the arrival she contacts me again. He son is very allergic to smoke, and we have a wildfire that is raging 20 miles from town. She does not want to put her son at risk. I tell her there is no smoke in the area, the fire is getting pushed north and east. where the prevailing winds blow.
So she shows up, the place is not clean enough for her. I have my cleaning people come in again to touch up.
Fast forward to today, i get an email claiming that she has two bites on her, and they they are bed bugs. I dont even know where to begin. The pixs look nothing like bed bugs. Plus there are only two bites. Bed bugs usually will decimate your body, and leave blood on the sheets.
I am getting an exterminator in there tomorrow, to appease her.
Just thinking about the review i will get, as well as the one i am going to give her.
Any input on if i should pro actively call Airbnb?
I am sorry about your visitor. Sounds like a real nightmare, not just a âsemiââŚ
Bug bites, allergic to smoke, and apartment not clean enough! Sounds like you are
trying hard to make things right with a potential nut-case. That is good of you.
After all your good reviews, I wouldnât worry about the possibility of a single negative one.
I have had almost 90 very positive visits, and the one negative review was from a person who seemed impossible to please. And somewhat nuts.
I think it is good to avoid detail in response to a negative review. Something like:
âWe have had 100 very satisfied visitors. We regret that we could not meet the needs of this guest.â
I see. What a terrible guest. She only wanted to stay so she wouldnât lose her deposit. She clearly didnât read the terms very well when she booked. I hope sheâs not angling for a refund which Iâm scared is the case. I might touch base with Airbnb to head her off at the pass as they say. Do keep us posted. I also agree that one bad review wonât be a big deal. Does she have any reviews?
You must review her accurately and give a
Itâs certainly possible she will complain to Airbnb about bugs and cleanliness and may even say you misled her about the smoke, and try to get a full refund. Definitely keep the record clear on Airbnb, and donât make any admissions or appear to agree with any of her statements.
âMs. So-and-so, I was very surprised to hear your concerns about cleanliness in the rental space. Our unit is cleaned to high standards and personally inspected by [me, my head cleaner]. In order to ensure a comfortable stay for you, I have sent the cleaning crew in to clean the unit again.â
âMs. So-and-so, I received your picture of what you say are bedbug bites. We have regularly scheduled exterminator visits and we have never had bedbugs. However, as we try our utmost to take care of our guests, as a courtesy I am sending an exterminator tomorrow to treat the property, scheduled for [time]. We do have biting insects outdoors here, and I suggest you pick up some insect repellent.â
One thing I probably wouldnât have done is to have an exterminator treat the place while she and her group are in residence. Surely you know there will be a follow-up complaint about the smell or residue or resulting allergic reaction orâŚwho knows what! Iâll bet sheâs salivating thinking what more she can complain about to get a refund.
I would not worry about the reviewâŚyou will live through that with no repercussion.
I would worry about ABB giving her a full refund due to her complaints.
They are very pro guests and anti hosts.
Document document document.
Make sure to document the recleaning.
Document the bed bug professional inspection.
Good luck and let us know the outcome
As suspected, the pest guy came in, no sign of any bed bugs or any other bugs. No larva, casings, bugs blood etc.
Got a copy of the report. I am just wondering what she is going to come up with next.
Oh, thatâs great! (My response was to your original post where you said you were âgetting an exterminator in there tomorrowâ.) So glad the guy inspected first. Good news that there are no bugs - but not surprising.
I would be ready for the dreaded Bed bug reference to appear on her review. It should qualify as retaliation so hopefully you can get it removed with the certificate to back you up.
so you think i should contact airbnb proactivly before the reservation is even completed?
I sent her a message yesterday saying the unit was clean, and got no response from her.
Yes, open a case now to be ahead of the game with any difficult guest. Donât wait until they smack you first. That way their behavior is on record and there is a paper trail.
