How to navigate bed bug issues with your customers

From hotels to healthcare facilities, bed bug issues have the potential to be a nightmare ordeal for every business. If you have never encountered this kind of problem, it can be challenging to know where to start. Bed bug incidents involving customers, residents or patients carry the risk of litigation, which can complicate things even further. 

To better equip businesses and organizations, Rentokil experts developed The Complete Guide to Bed Bugs which covers important information including biology, inspection, and ways that staff members can help protect their customers and brand from these biting pests.

Read on to discover how to navigate bed bug problems with customers, patients, and residents in a strategic and efficient manner. 

Handling the report of bed bugs

Bed bug infestations have a social stigma and are incorrectly associated with a lack of cleanliness. This is why your staff should handle reports of bed bug sightings with empathy, urgency, and confidentiality. 

Here are some things to keep in mind when reports arise:

• Acknowledge the customer/resident/patient’s concern.

• Never share information about the property’s activity history with the customer/resident/patient.

• Avoid interactions or discussions that place blame or make the reporter feel shame.

• If possible, save an insect in a container for identification by a pest management professional.

• Follow your organization’s policy.

• Consider providing scripts for front desk or administrative staff that could potentially handle reports of bed bugs and role play these scripts so they are comfortable with conversations that may occur. 

Bed bug bites

Just as every person reacts a bit differently to mosquito bites, the same is true for bed bug bites. It is important not to assume that because an individual has bites, they are from bed bugs. Even medical professionals cannot diagnose a bed bug bite by simply looking at it. Be sure to wait for confirmation of activity from a pest professional. 

People who are bitten can exhibit a variety of skin responses, which most commonly appear within 24-48 hours of the bite. Skin reactions to bed bug bites appear in 30-90 percent of individuals. Some people have reported no skin reactions. However, studies have shown that the likelihood of a reaction increases with repeated exposure to bed bug bites. Those who do develop a skin reaction will often have red, itchy welts that are 2-5 millimeters in diameter.

Quarantining rooms or areas

To reduce the likelihood of spreading suspected bed bug issues or additional issues with customers/residents/patients, quarantine specific rooms or areas with suspected activity until a pest management professional can perform a thorough inspection.

This may necessitate moving customers/residents/patients to a different room permanently or temporarily. Remember that any belongings in an affected room could potentially have activity and should be inspected carefully before relocating to a different room. 

Document all actions and important information

If bed bug activity is suspected, ensure your organization has all the information needed. 

Record the following items:

• All reports of bed bug activity by customers/residents/patients, staff, and pest management professionals.

• The date and time of sighting or issue.

• The room number or specific location of suspected activity; be as detailed as possible. For example, “Suspected bed bug activity in guest bed closest to the window.” or “Patient reported seeing a bed bug on the third chair in the fourth row from the exit.”

• The name and contact information of the person who reported the issue.

• The date and time the room was inspected by staff and the findings.

• Any actions taken, such as removing a room from service or moving a customer, resident, or patient to a new room, and details of all interactions.

• The date and time that the pest management provider was called and the date and time service is scheduled.

• The date and the time of service by pest management professionals and the findings.

• If treatment is conducted, all treatment and follow-up dates, treatment method, and products used.

• Date the room was put back into service.

While Rentokil has provided these general guidelines, always consult with your own legal and insurance advisors for proper handling and response under the specific circumstances of your situation.

Download The Complete Guide to Bed Bugs here.