At a glance
As soon as a guest reports something, reply in writing without disputing it, close the following nights and ask for photos. A same-day inspection establishes the facts: you treat if a source is found, or reopen with a dated report if not.
"There's a cockroach under the sink", "I woke up covered in bites": this message often arrives late in the evening. Denying it exposes you if the problem is real; promising too much exposes you if it is not.
This guide breaks the first day into four stages with one aim: protect the guests who follow and reopen on the basis of facts.
Straight away: reply in writing
Reply through the platform's messaging so there is a record. Thank the guest and say you are arranging a check, without admitting or denying anything.
- Ask for a photo of the insect, ideally kept on a piece of sticky tape.
- For bites, also ask for a photo of the sheets and where they slept the previous nights.
- For a cockroach, ask where and when they saw it: in broad daylight, it points to significant activity.
Within the hour: close the calendar
Block the nights until the inspection result is in. If a guest is due that evening, warn them and check with the platform which options its terms provide. Ask the cleaning team not to do a deep clean before the technician comes: the evidence needs to stay in place.
During the day: get an inspection
The technician answers one specific question: is there cockroach or bed bug activity, and where? They inspect the kitchen or the bedding depending on the report, set monitoring traps if needed and look for routes from neighbouring flats. The photo report reaches you the same day.
Then: treat or reopen
If a source is found, treatment is scheduled and you get the re-occupation time in writing; the planned follow-up visit then confirms progress. If nothing is found, keep the report and reply to the guest tactfully: bites can have other causes. Either way, keep messages, photos, reports and invoices together in one file.
The first 24 hours in 5 steps
Follow them in order, even if the report seems doubtful.
- 1
Step 1
Reply
Written message on the platform, without disputing or promising.
- 2
Step 2
Ask for evidence
Photo of the insect, sheets or bites, plus where and when it was seen.
- 3
Step 3
Close the nights
Calendar blocked until the inspection result.
- 4
Step 4
Get an inspection
2-hour slot booked, photo report received the same day.
- 5
Step 5
Decide and file
Treat or reopen according to the report, keep the complete file.
Checklist to print
When a guest reports a problemTick items off as you go or print the page: it all fits on one sheet.
Your questions
Is the guest entitled to a refund?
It depends on the facts and on the platform's rules, which you can find in your host account. A dated inspection report lets you discuss it on concrete grounds.
One cockroach seen: is that really an infestation?
Not necessarily: a single insect can come from the landing or a parcel. But because cockroaches hide by day, one sighting is enough reason to set monitoring traps and check.
Can I treat it myself before the next guest?
It is not advisable: a spray scatters bed bugs and drives cockroaches into new hiding places without reaching the source. You also lose the record of a professional treatment.
An insect reported after check-out?
Book an inspection in a 2-hour slot: you will know the same day whether the home is ready for the next guest.
