we are standing by, and we just contacted her again telling her that we will do whatever we can to help.
"again telling her" is the weasel words I'm referring to here. You've already told her this, and she claims that after saying this, all help evaporated - it's the cornerstone of her complaint, and you're announcing Round 2 of the same thing. This is a PR disaster for your company: it is not the time to engage in weasel words. Whether or not you plan on following through, you should sound like you absolutely will. Of course, you should follow through - if something like this happened in my company, the CEO would be absolutely roasting us for not following through and taking measures into his own hands, both because he's an honourable bloke, and because it's a giant PR issue.
jcunningham above points out other weaselly things. Again, whether or not you're giving her concrete messages about what kind of help you're offering her, you should also be announcing these publicly. "We are reimbursing costs of -foo-", "We are organising temporary accommodation of her own", "We are doing this and this to help the police", "We've assigned John Doe to manage her case and will be in contact this often". Be concrete, not hand-wavy.
The guy you're replying to gave five ideas for supporting her, and the response is a wishy-washy "we'll be there for her" - which is the kind of empty promise you hear drunk 20-year-olds tell each other before they sleep with each other's best friends. I don't necessarily think all the things the GP said are right, but using weasel words in this situation is a path to PR failure in my opinion.
EDIT: the reason why I wrote all the above is that I read your comment and felt angry because it sounded like another fobbing off, more promises that are not going to be upheld (as the first round was allegedly not). I do not think I'm going to be unusual in this.
Telling you're contacting her and AirBnb doubled customer staff won't just solve everything.
Always remember you're dealing with people, not just nicknames on internet (it's more than a series of tubes). Stop buzzwords and start acting like real people in real world.
FTA: “On June 22nd, we learned that the home of one of our San Francisco hosts was vandalized by an Airbnb guest.”
-Based on the delay in their response time, I have reason to believe that Airbnb did not learn of my situation until June 23rd.
...
“We have been in close contact with her ever since, and have worked with the authorities to help find a resolution.”
If the “her” he is referring to is me, then the first part of this statement is false (the second I cannot attest to).
...
I blogged my story, and all these kind and supportive people just ... disappeared.
Don't talk publicly about what you are doing to help her until it is all done.
Do this right and your company is set. Do this wrong, and your company is dead.
Good luck!
You've known about this for five weeks and the best you've come up with is to just stand by and wait?
"He then addressed his concerns about my blog post, and the potentially negative impact it could have on his company’s growth and current round of funding. During this call and in messages thereafter, he requested that I shut down the blog altogether or limit its access, and a few weeks later, suggested that I update the blog with a “twist" of good news so as to “complete[s] the story”."
Being a startup founder, I empathize with the difficulties AirBnB is facing with this crime of one of their customers. Being a potential AirBnB host, this makes me a bit nervous.
Being a concerned citizen, I don't care at all how such a crime impacts the company's profitability & image; all I care about is whether or not the company has the integrity to do the right thing.
Show the world your integrity and make this right.
Then stop standing by. Telling someone you will help is not the same as helping.
What does "whatever we can" mean?
Why did you say yesterday there is a suspect in custody if the victim claims the suspect was released a month ago?
Do you think it's a problem that we have to parse your words so carefully now?
However, I don't think this type of tone is appropriate. If you review my comment history, I am firmly on the side of AirBnB sucking it up and making this right. Unfortunately, this is starting to smell like a witch hunt.