How to Handle Guest Scams and Bed Bug Claims as an Airbnb Host

If you’ve hosted for any length of time, chances are you’ve dealt with some kind of guest complaint. But when those complaints involve something serious—like bed bugs—and you’re not sure the claims are true, it can be hard to know what to do next.

Francesca from Puerto Rico called into our Hosting Hotline after hearing from multiple hosts in her area who’ve had guests send photos of what look like bed bug bites—but without any actual evidence that the property was the source. So, what do you do when a guest claims something serious… and you suspect it might not be true?

We’re breaking it all down in this episode of the Hosting Hotline—sharing how to handle it professionally, protect your business, and keep your cool.

First, Take Every Claim Seriously

Even if a guest message feels suspicious, resist the urge to brush it off. Instead, take it seriously and treat it like a real issue until you can prove otherwise. Acting quickly and professionally can help protect your reputation and your listing.

Even more importantly: if you don’t respond quickly enough or document the situation properly, platforms like Airbnb may temporarily remove your listing until you provide evidence of resolution.

Understand What Bed Bugs Are (and Aren’t)

As Sarah shares from personal experience—bed bugs are not a sign of uncleanliness. They’re not like roaches or mice looking for food. They feed on human blood and can be picked up from all kinds of places, including airplanes, movie theaters, or even a friend’s couch.

That means even properties with high cleaning standards can still get bed bugs. The key is knowing what to look for, training your team accordingly, and responding quickly if a claim arises.

What to Do If a Guest Makes a Bed Bug Claim

1. Have a trusted inspection vendor ready
   Don’t wait for a crisis—research and find a reputable local pest control or entomologist now so you can act fast when needed.
2. Get a documented inspection
   If a guest makes a claim, schedule a same-day or next-day inspection. If the inspector finds nothing, get it in writing (ideally on company letterhead) to show Airbnb or other platforms that your listing is safe.
3. Keep communication calm and clear
   Let the guest know you’re taking their claim seriously and that a professional inspection is underway. Once you have the report, share it with the guest and the platform.
4. Have a bed bug policy in place
   Add a clause about bed bugs to your house rules, your direct booking site’s terms and conditions, and your rental agreement. Outline how claims are handled, what documentation you’ll provide, and what will happen if an actual infestation is found.

Bonus Tips: Prevention and Mindset

• Train your cleaning team
  Make sure they know what to look for when they’re turning over a property—bed bugs tend to hide in mattress seams, bed frames, and furniture joints.
• Be proactive with documentation
  A “clean bill of health” inspection can serve as protection if claims are ever made against your property.
• Expect refunds as a cost of doing business
  Whether it’s a scam or an honest mistake, prepare financially for the occasional refund or complaint. Budgeting for these situations helps you respond calmly when they happen.
• Don’t assume the worst
  Even if it feels like a guest is scamming you, it’s better to approach the situation with professionalism and empathy. You’ll be more likely to protect your listing and your peace of mind.

Final Thoughts

Bed bug claims—and guest scams in general—can feel overwhelming. But with the right prep, clear policies, and a cool head, you can navigate even the trickiest situations like a pro.

And remember: these incidents are usually the exception, not the rule. Don’t let one situation knock you out of the game.

Final Thoughts

Choosing the right smart lock is crucial to ensuring a smooth guest experience. The Yale Assure and Schlage Encode are our top picks for reliability, security, and seamless integration with Airbnb and PMS platforms. But no matter which smart lock you choose, make sure you also have a backup plan—because smart locks aren’t perfect, and one lockout is all it takes to ruin a guest’s experience.

Have More Questions? We’d love to hear from you! Submit your hosting questions to the Hosting Hotline and tune in to the podcast for answers. Don’t forget to follow us on Instagram for more tips: @thanksforvisiting_.

Download a transcript of this episode.

Resources:

• Proper Insurance | Book your FREE risk assessment today!
• Are you a brand-new host? | Get the Hosting Handbook today!
• Subscribe to our YouTube Channel | How to Respond to Negative Airbnb Reviews