> For the complete documentation index, see [llms.txt](https://guide.valpashotels.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guide.valpashotels.com/boost-bookings-and-reputation-with-the-valpas-certification/handling-a-guests-concern-about-bed-bugs.md).

# 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:

<figure><img src="https://1747965455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FaSZ6P9dYxKMjtdeuDbJD%2Fuploads%2F4kLXmomC3SbFtOrdmBJa%2FiStock-490722114.jpg?alt=media&amp;token=ee210ef5-800b-427a-8731-6eab845fbd1b" alt=""><figcaption></figcaption></figure>

{% stepper %}
{% step %}

### 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.
{% endstep %}

{% step %}

### 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.
{% endstep %}

{% step %}

### 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.
{% endstep %}

{% step %}

### 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.
{% endstep %}
{% endstepper %}

## **Next steps:**

{% stepper %}
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### **Perform an inspection**

Follow the **Valpas** [inspection guide](/bed-bug-found-room-inspection-needed.md) to conduct a careful and complete inspection of the guest’s room. Document any findings on the inspection form.
{% endstep %}

{% step %}

### 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.
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{% step %}

### Use the Guest concern feature to report the concern to Valpas

In the Valpas mobile app, open **Guests**, tap **Choose room** and pick the guest’s room. The app shows that room’s digital certificate and asks **what caused guest concern**: the guest reported it verbally, the guest provided photos or videos, live bed bugs were seen in the room, or **Other**, where you describe the situation in your own words.

Tap **Continue**. The app prepares a response for you, together with the actions that fit the concern:

* **Document evidence**: upload the guest’s photos and describe the concern, including their recent travels and what led them to raise it. Valpas reviews everything you upload.
* **Copy email address**: a unique address you can share with the guest. Anything sent there is reviewed by Valpas and added to the room inspection.
* **Create room inspection task**: records the concern and adds the inspection to your task list.

Reporting through the app keeps the concern, the guest’s evidence and the inspection together, so the Valpas team can review the findings with you.

<figure><img src="https://1747965455-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FaSZ6P9dYxKMjtdeuDbJD%2Fuploads%2Fgit-blob-090fb499a08dff51edbc5b1d0109400d8c3b8d42%2Fmobile-app-guests-view.jpg?alt=media" alt="" width="375"><figcaption></figcaption></figure>

For more on this view, see [Sections of the Valpas mobile app](/using-valpas-the-mobile-app/mobile-app.md).
{% endstep %}
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## Final note

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