What's totally missing here is some kind of compassionate reaction from Airbnb.
Regarding that joke in the FAQ about guests stealing the grand piano: I think it's okay to make such a joke IF AND ONLY IF the reaction to a case like this is in the same vein: The minute they learned about this ordeal, they should have stopped working, cancel all meetings and help her. And if that means mopping her floors themselves then do it. They did the opposite, they acted greedily and stingily and thereby didn't just let down the girl, but everyone in the startup community who admired and rooted for them.
> The minute they learned about this ordeal, they should have stopped working, cancel all meetings and help her. And if that means mopping her floors themselves then do it.
Doing so might well be appropriate, but they'd probably want to downplay that fact---otherwise, they'd risk raising the bar for their response the next time something happens. Gotta try to manage expectations, difficult as that is.
Regarding that joke in the FAQ about guests stealing the grand piano: I think it's okay to make such a joke IF AND ONLY IF the reaction to a case like this is in the same vein: The minute they learned about this ordeal, they should have stopped working, cancel all meetings and help her. And if that means mopping her floors themselves then do it. They did the opposite, they acted greedily and stingily and thereby didn't just let down the girl, but everyone in the startup community who admired and rooted for them.