Pest control: preventive measures and dealing with guest complaints about bugs

Category: Operations & Cleaning

By: Tony Russo

Posted: 2026-02-22T05:01:42.203Z

I'm in a subtropical climate and bugs are a fact of life, but guests don't seem to understand that. Had 3 complaints about ants and a spider in the last month. One guest demanded a full refund because they saw a cockroach in the kitchen. How do you handle pest control proactively? And how do you respond to guest complaints about bugs?

Reply by Nolan Peters:

Pest complaints are the bane of subtropical hosts. Here's my preventive and reactive protocol: **Preventive (quarterly or monthly in warm climates):** - Professional pest control service: $75-100/quarter for exterior perimeter treatment - Interior spray in kitchen, bathrooms, entry points - Seal all gaps around pipes, baseboards, door frames with caulk - Door sweeps on all exterior doors - Keep drains dry between guests (bugs enter through drains) - No open trash cans — all lidded - Cleaner must check for and remove any food remnants (under couch cushions, behind appliances) **In the listing (set expectations):** "Our property is professionally treated for pest control on a regular schedule. As with any home in [region], you may occasionally see an outdoor insect. We maintain a clean, treated interior and provide insect spray under the kitchen sink." **Responding to complaints:** "I'm sorry you encountered a bug! Our property is professionally treated for pests on a quarterly basis, and our cleaning team maintains a thorough protocol. Unfortunately, in [warm climate region], outdoor insects can occasionally find their way inside. We have insect spray located under the kitchen sink for your convenience. If the issue persists, I can schedule an emergency treatment." **On refund demands for bugs:** Politely decline. A single cockroach sighting is not grounds for a full refund, and Airbnb's support generally agrees. Exterior insects are not a habitability issue.

Reply by Lauren Fischer:

The key phrase in your listing is managing expectations. In Florida, I explicitly mention it: "Living in Florida means sharing the outdoors with nature. Our professional pest control keeps things minimal, but the occasional visitor is possible." Guests who book after reading that can't reasonably complain about seeing one bug. And if they try to claim it in a review, you can respond factually: "We maintain quarterly professional pest control and our listing clearly notes the subtropical climate."