We have our condos treated quarterly for pests and inspected for bed bugs more often than that. Tuesday night my guest emailed me and said she had seen a couple of roaches (even sent pics of dead bugs). I emailed back and told her I would contact our pest control company.
The next morning pest control said they would be out be couldn't give specific time - no big deal they have door code. I email guest and tell them they do not have to be there and that the company has treated our unit for years. No response..... So I send pest control out before it becomes a bigger issue. The guest had emailed me 4-5 times prior to her stay so I knew she checked her email and assumed that was her preferred method of communication.
Later that night I get an email blasting me for letting them spray (she didn't care that they were in there w/o her there but that she was now exposed to pesticides!) She was exposed the minute she walked thru my door because they had sprayed a couple weeks earlier for our regular treatment...I digress. She stated she had just checked her email and saw my email from 12 hours earlier (she replied from an Iphone btw)...lol!
I am not sure why she sent me 2 emails telling me if she didn't want me to treat - she never mentioned she had health issues. It is in my contract that me or my reps can enter condo with advance notice. Hindsight, I should have followed up on the email but logic tells me to take care of the problem since she brought it to my attention.
I am planning on returning one nights rent (the night she stayed after the treatment) once my cleaning company gives me the all clear. In 15 years of renting this is only the 2nd time we have had any issues. The previous time I refunded one night for the night they found the pests. They were thrilled to have it taken care of quickly and even more appreciative of the refund.
I am expecting a bad review but with close to 60 4/5* reviews I'll just let it go. I just wanted to know how other owners handle these issues??