It is very unfortunate that Santiago experienced this inconvenience with the unit, however, it is the very first time anyone has ever had a situation like this in any of my units. As Santiago mentions, the hours that he had to contact me were off hours, but as soon as I read his messages the next morning took immediate action. It's important to note that this happened on a Sunday and Monday of Labor Day Weekend, so exterminators were hard to find to say the least.
AirBnB contacted me and gave me and gave me a deadline before cancelling the reservation; which I was able to meet as I had already contacted an exterminator to come by the deadline. Santiago said he couldn't make it, and that it had to be later. He also insisted on being there, rather then letting me resolve the situation with the exterminator, making the process more difficult.
Besides exterminating, I also installed a new seal in his bedroom door, and the front door of the property to ensure no further issue. Again, this is the first time this has ever happened, and you can read all of my 600+ reviews.
It is unfortunate that this happened, but I did everything in my power immediately to correct it. I wish Santiago would have been a bit more understanding and thankful that I resolved so quickly. He could have easily cancelled and be placed in another unit by AirBnB but decided to stay anyway, so I'm certain he really liked my unit and enjoyed his stay regardless.