Bed bugs and new mattress?

Other

One of my tenants in an HMO I run has asked for a new mattress cos she says she has bedbugs. I really like this lady but she has learning difficulties and her parents are still very active with her and are very protective of her, which is lovely to hear.But the parents don't think things through very well and have rung the agent saying their daughter, who I will call X, has got an itchy rash & he thinks it is bedbugs & she has slept on the same mattress 5 yrs & it wasn't new when she moved in.I said not for that reason cos it won't be bedbugs on the mattress because if it was they would have shown themselves straight away. I said if it was bugs she may have bought them in on a bag or something but this really needs attention from a GP, as there are many reasons for an itchy rash.

I am cross with the letting agent who is supposed to manage this cos she seems miffed that I said no. I think her solution to everything is 'lets get a new one or get a builder' etc. in. Am I just being mean?????