My whole point is that as far as I can tell he hasn't, and therefore has nothing to apologize for.
From her perspective, essentially nothing. Based on what they've told you, they've offered to make her whole. Unless there's been a seemingly unlikely misunderstanding, either she's lying, or they are.
I agree with edw519: Airbnb needs to do something dramatic -- whatever it takes to transform EJ from a neglected victim of an unfeeling corporation to a hardy survivor who has moved on, thanks to Airbnb's caring and magnanimous support.
- The woman is traumatized. The very first week, AirBnb does everything right to help. After a few weeks, the woman still feels mistreated and flips out. Writes an angry blog post. When AirBnb denies this, the woman doesn't feel like she's wrong. Keeps pressing her case. But also is touched by many people's help, and turns down free money.
- The woman is traumatized. After 5 weeks of run-around from founder and support (to buy time for funding), the woman is furious. Writes an angry blog. When AirBnb denies this, the woman is persistent in her case for justice. But also is touched by many people's help, and turns down free money.
which is more likely? Keep in mind, this woman, who feels that people are good and just, rents out her place with her stuff intact.
I think option one is more likely.
Also, when first AirBnb heard about this, they could've
a.) choose to protect her and other users from future incidents
b.) hide and hope it goes away
If they choose a, 5 weeks ago, they would've already either changed the business process, or blogged about it to their community to warn them of danger (heck, the perp hasn't been caught/IDed yet).
But because nothing was done, the fact that they kept outputting PR responses, and offered no tangible amount/receipt/proof that they helped her, tells me AirBnb is the one that is shady.