I hope future guests reading this will understand that I did not get to be a Super Host by having a dirty or "infested" home, and I have no idea what she means by either of these allegations. In fact, I have quarterly pest control that had just come the week before Mary's arrival, and housekeeping turns over the unit every 2-7 days, so I know it is clean - I check in on my properties weekly.
As soon as Mary spoke of bugs, I offered to have pest control come back, but she preferred a "natural" approach, and although she did not ask, I offered to reimburse her for her supplies and did so. I also visited the unit and did not see any fruit flies or roaches, and I had no complaints about either one from the guests who had stayed before her or after her (and the guests immediately after had a 5-month-old baby, yet they had no issues in the same unit Mary stayed in).
Mary kept escalating her complaints each day of her stay, but she did not ask me to do anything, so I asked what more it was that I could do for her, and she did not respond except to give me additional complaints that were just statements, not requests.
She stayed for ALL nights of her reservation--indication that my home was clean enough to do so. Only AFTER she checked out did she ask for a refund, which I did not grant as she stayed the entire time. At all times, I was professional and courteous and asked what I could do for her that I had not already done. I even reimbursed her for some kitchen utensils that she bought for the unit, though I did not ask her to do so and could have pointed her to similar items that were in storage had she asked for what she needed.
As a Super Host, I AM truly sorry that she did not enjoy her four-night stay, but some people just won't be happy no matter what you offer. I did politely suggest that in the future, Mary might be more comfortable in a hotel environment given her family's health concerns and her extreme anxiety and fear of bugs.