Kudos to Dayton for keeping a balanced perspective on the situation, and not equating customer service clumsiness with indifference.
I like AirBnb. I will continue to use AirBnb as a guest. (Hypothetically if I were to be a host, I would only rent a hardened/rental-only property with careful assessment of the potential guests.) I am also still bullish on the general theme that the transparency and efficiency of the net makes peer-to-peer transactions between strangers more safe and easy than ever before.
But they're going to have to innovate on 'trust and safety' to avoid any impression they're AirBnBnMethDen.