A Simple Guide to Damage Control
maxwendkos.com
maxwendkos.com
But when you rent your or loan your things to someone else, you take a chance that they will damage it. If you aren't willing to take that chance, you shouldn't be renting it out. You should have insurance for it, and you should put your valuables away.
You are not absolved of responsibility just because someone prevents you from doing a background check.
A) Was AirBnB acting negligently or irresponsibly in the course of conducting business?
B) Has their response been appropriate?
On point A, I don't believe they were. As you point out, you're renting your house out to strangers. Hotels carry very, very large insurance policies to protect against the kind of stupidity and maliciousness that most of us never want to experience.
On point B, it's hard to defend them. AirBnB has issued statements that are being rebutted by the victim in this case. That's how how you want your communication to end up in these kinds of scenarios. You want to embrace the victim, and if they're being unrealistic, you have to address that head on and have confidence in the rationality of person reading your words. If it turns out you're wrong, well then it won't really matter, because point A becomes unsolvable for you. It would require significant adjustments to their business model in order to protect individual renters from the type of activity observed in this case.
She says someone was arrested, but in the end, wasn't charmed for the crimes against her. AirBnB is only saying someone was arrested. They apparently didn't do any further checking, while she did. (It could be that the police wouldn't tell them anything, but I doubt it.)
They didn't maintain contact with her. They only renewed contact to ask her to do them favors... Ridiculous favors. And they reached out again after it became a big thing without actually showing any compassion. They're making their agenda pretty clear, and that's pathetic. It's pathetic even if that isn't their agenda!