Handling a guest’s concern about bed bugs

How to respond when a guest reports a bed bug concern?

When a guest expresses concern about bed bugs, it’s important to handle the situation with care, empathy, and professionalism. Here’s how to approach the conversation:

1

Assure the guest

Let them know the hotel is Valpas certified bed bug-safe, pesticide free, every room is protected 24/7. Explain that if a bed bug is introduced, the Valpas technology stops it and alerts the hotel team immediately, ensuring a fast and discreet response.

2

Gather details

Ask the guest about their recent travels and the places they have visited. This helps assess the likelihood of exposure and informs the next steps.

3

Provide information

Explain that bed bug symptoms may not appear immediately and can take a few days to show. Ask empathetically about what has led them to raise the concern.

4

Reassure the guest

Let the guest know that the hotel takes their concern seriously and will conduct a thorough inspection of their room. Emphasize that the situation is under control and will be handled promptly and professionally.

Next steps:

1

Perform an inspection

Follow the Valpas inspection guide to conduct a careful and complete inspection of the guest’s room. Document any findings on the inspection form.

2

Inform the guest

Once the inspection is complete, share the results with the guest. If bed bugs are found, explain the next steps to resolve the issue and reassure them that their comfort and satisfaction remain the hotel’s top priority.

Final note

Always approach the guest with empathy, understanding, and professionalism. A thoughtful and calm response helps maintain trust and a positive guest experience.