What should hosts do when a guest reports bed bugs or pests?

01

Do not ask the cleaner to solve a pest problem alone

A cleaner can notice signs, take photos, bag linens, and report what they see. A cleaner should not be expected to diagnose an infestation or certify that a property is safe. If live bugs, bites, droppings, nests, or repeated pest complaints are involved, the host needs a licensed pest professional and a written plan before the next stay depends on the property.

• Ask for clear photos of what was found, where it was found, and which room is affected.
• Avoid shaking linens, dragging bedding through the home, or moving soft goods without a plan.
• Keep exposed items separate from clean guest-ready inventory.
• Do not tell the next guest the property is clear until the right professional has weighed in.

02

Separate a sighting from an infestation

One bug in a property does not always mean an infestation, but it still needs a careful response. A guest photo, cleaner note, pest inspection, and room-by-room check help the host decide what happened. The goal is not to argue with the guest in the first message. The goal is to get facts quickly enough to protect the property and the next booking.

03

Protect linens and soft surfaces

Beds, mattress protectors, pillow covers, throws, curtains, sofa seams, rugs, and laundry bins are the areas that matter most during a pest concern. If the cleaner is told to continue, the host should give clear instructions for bagging, laundering, isolating, or leaving items for pest control. Guessing in the moment creates risk.

04

Know when to block the calendar

A normal same-day turnover may not be enough after a serious pest report. If a pest professional needs to inspect or treat the home, the host may need to block the next stay, delay check-in, or move the guest. That decision is painful, but handing a possible pest issue to the next guest can become much more expensive.

05

Use cleaning as the recovery step, not the diagnosis

After the pest issue is inspected or treated, cleaning becomes part of recovery: linens, surfaces, floors, mattress covers, under-bed areas, furniture edges, and final readiness. The cleaner needs to know what pest control did, what can be touched, what should be discarded, and what proof the host wants after the reset.