Technically this part of Paul's comment does not contradict the victim's statement; AirBnB has offered to fix it from the beginning (give or take a day), but perhaps just forgot to communicate after that. Any calls from her could have ended up accidentally ignored by customer support or some other gate keeper.
However, that leaves two big issues in my view:
1 - This should have been handled by the CEO from day one. He can delegate the work down later, but the victim should have his phone number in case his minions screw up. The fact that he still believes a blog post is sufficient and that he throws in PR gimmicks such as doubling customer support (in a company that's growing exponentially), is not helping. But that is not at all evidence for...
2 - There needs to be some clarity really soon about whether AirBnB has attempted to cover this up, with Paul being miss-informed (I'm not ready to doubt his integrity), or if it's the other way around. I understand it is hard for AirBnB to disclose evidence in their favor, because they would risk defamation issues, privacy issues, precedent issues and even risk screwing up the police investigation. It's also difficult for the victim and journalists to present any definite evidence.
Perhaps both parties can agree to let an independent journalist with a solid reputation look into the situation? It may be hard to find anyone who considers this important enough though; sadly this sort of stuff tends to fade out in a matter of days.
However, that leaves two big issues in my view:
1 - This should have been handled by the CEO from day one. He can delegate the work down later, but the victim should have his phone number in case his minions screw up. The fact that he still believes a blog post is sufficient and that he throws in PR gimmicks such as doubling customer support (in a company that's growing exponentially), is not helping. But that is not at all evidence for...
2 - There needs to be some clarity really soon about whether AirBnB has attempted to cover this up, with Paul being miss-informed (I'm not ready to doubt his integrity), or if it's the other way around. I understand it is hard for AirBnB to disclose evidence in their favor, because they would risk defamation issues, privacy issues, precedent issues and even risk screwing up the police investigation. It's also difficult for the victim and journalists to present any definite evidence.
Perhaps both parties can agree to let an independent journalist with a solid reputation look into the situation? It may be hard to find anyone who considers this important enough though; sadly this sort of stuff tends to fade out in a matter of days.