Excuse me for strongly disagreeing, but one doesn't need to know her to answer whether she's lying.
The facts of what AirBnB is, or is not, doing to date are known and demonstrable.
So far, and after far too much time has passed, only words and assurances have surfaced. No one from AirBnB, nor you yourself, has mentioned any concrete assistance already provided directly to this AirBnB customer. In this very thread, the founder says, more or less, "We're here for you." What has that meant so far? What does it mean now?
Without knowing her, by seeing proof from AirBnB you would know if she is lying. If you don't know, that would imply you haven't seen proof of concrete support to date.
I recently listed a property on AirBnB. AirBnB could make $8,500 a year from me in fees -- it's a nice property. I'd hate to see it damaged.
You can see I have a high degree of interest in seeing how AirBnB handles customer service, to decide whether I should instead be using an old school Realtor™ or VRBO w/ manual listing and screening. I'm sure there are others thinking this same thing, and we early adopters talk. A lot.
Will AirBnB be like Nordstrom and Apple, or will it be like Chase Bank? So far, I'm seeing inaction followed by hand-waving once word got out. Let's see AirBnB's no-spin action approach if there is one.