Probably one of the most negative experiences.
after check in everything was ok.
on the morning of the fourth day we received a message from the guest who had spent the night at the hotel because they had been bitten by bed bugs.
first and second night all ok! third night bites from bed bugs?!
I add that the apartment before their arrival was subjected to a sanitation with an ozone machine, special for dust mites and bed bugs, and guests were warned upon their arrival.
Photos and documentation were provided at airbnb.
obviously, being a very odd and difficult situation for me, in the morning I went to the apartment with my co-workers for to search bed bugs and for to check the apartment .
no bugs and animals!
for those who did not know the bedbugs, I invite to look for them on internet. Personally, I immediately alerted Airbnb of the incident and kept communicating with the guest.
we reprogrammed a further sanitation, cleaned the apartment and changed sheets and towels.
In the early afternoon the apartment was ready to be reoccupied but guests decided to continue their holiday at the hotel.
Guests were asked to provide documentation of what they were saying, but they could only send photos of the bites, but no photos of animals in the apartment.
In agreement with Airbnb I decided to refund the nights not availed by the guest.
we think we have done everything was in our possibility for to solve the problem not caused by us, but I'm sure the bed bugs were not in the apartment and maybe they were brought from outside to inside the apartment accidentally.