I think you glossed over quite a few points:
1) EJ specifically points out that there was no way to perform due diligence on the other person. You are inviting someone to use your home, and you normally expect some entity to perform some sort of check on the renter. Craigslist clearly warns people about this, and gives them a good way to contact (via email, even if its obfuscated). AirBNB, for better or worse, hinders people's ability to do this. There's an implication (and I fully agree, having gone through the site myself) that the site is safe, that renters are safe, and that hosts are safe. In that circumstance, EJ is justified in feeling misleaded by ABNB.
2) There's a simple way to fix the situation: provide restitution, recognize fault, and help find (and possibly pay for) a new flat for EJ. They can't repair the emotional damage, but they can at least show that they care about the situation.
3) This robbery is far different from most robberies. In some simple break-in, robbers grab the most expensive items they can find and move on. Rarely do robbers go to the extent of systematically stealing everything in the house.
I think this entire situation would have blown over if Airbnb just apologized at the onset. A simple "we are sorry" or hotline with a person that could talk EJ down immediately would have sufficed. EJ would have felt that there were people in ABNB.
Have you ever had to make an insurance claim or credit card fraud claim? American Express is great about CC fraud, suspending all fraudulent purchases immediately. And with home insurance, one day a tree fell on the house. Called insurance company and I was speaking to an agent within a few seconds, who calmed me down and walked me through the entire process (from getting a hotel to calling police). In both cases, great customer service people make sure that customers are calmed down first. And it was only because they promptly responded that I didnt feel any sort of misanthropic dispair.