Dear Airbnb user,
Luckily it only happens on very rare occasions, but being a host, we are in for an unpleasant surprise sometimes too. Here is our side of the story. About 24 hours after the guest checked in, we got a compliment on how beautiful the villa was, and a question about the WIFI password. We responded right away, and the matter seemed to be solved in minutes. Then, 6 hours later (this is now 30 hours after check-in, around 9 PM on the second day), we got an e-mail informing us that the villa was ‘infested with cockroaches’. Apparently, they were crawling all over the place, coming from every corner, even falling from the ceiling. We also received 2 pictures, 1 showing a dead bug on what seemed to be the kitchen counter top, and 1 of a dead bug on the floor near the rug in the living area. Our licensed pest control company visited the property the very next day (this is Sunday), inspected all areas and added more chemicals proactively (even though the regular recurring and mandatory treatment already had been done 1 week prior). He assured us there was no infestation, he only found the 2 dead bugs (from the pictures?), and 2 live bugs behind the stove, that would have zero change of survival thanks to the treatments. When we checked the booking on Monday morning, we discovered to our surprise that the guest arranged with Airbnb to have the last night - Sunday to Monday – cancelled. But when the housekeeper arrived on Monday morning, at 9:39 AM, the guest was still there, car parked in front, and she couldn’t start the clean. Note that check-out time is 10 AM. Finally, they left shortly before 11 AM. The housekeeper, nor the inspector who checked the house after the departure clean, found any bug, dead or alive. We had new Airbnb guests arriving on that same Monday evening, and so far, they haven’t reported any issues with the villa (this is now 5 days into their stay and the time we are writing this comment). We have requested more tangible proof (pictures, video, etc.) of the issue reported by the guest, both from the guest and from Airbnb, but we haven’t received anything yet. We feel that something is not right in this case, and the financial compensation, imposed by Airbnb, is not justified. So, to all Airbnb users out there: every story has 2 sides. And to all hosts, be careful when you accept this guest, you might be in for a surprise too! PS: we sent a rental agreement on Apr 17, but never got it back, had to resend it shortly before arrival.