Yeah.. but being disappointed with how EJ and AirBnB handled the situation aren't mutually exclusive. In fact, I frankly don't care all that much how gracefully someone who's apartment gets ransacked handles things. It's not as material to me as the way a company that I might choose to do business with handles the situation.
It seems like AirBnB is now, because of this event, creating a framework to shield the company and their users from similar mishaps (details provided in the article). Which shows they are listening.
I think they should be judged on that framework, when it is finally in place, instead of this single incident.
You make a good point about judging them on how well they learn from this mistake. My concern is they may come up with a good framework, but then can't execute the solution well. In this case the solution means little. And this incident has cast doubt on their ability to execute.
Then again, it may only be one bad incident, and every small company has those.
What troubles me most is the claim they attempted to cover it up, so I'm not sure how many times an incident like this has happened.
They didn't attempt to "cover it up." That's just media spin. They attempted to resolve the matter silently, which, honestly, is a perfectly reasonable request.
But clearly the issue is beyond reconciliation as the woman is requesting something Airbnb can't fix (and technically didn't cause). Perhaps exposing the situation to the world might help her find the "problem" and thus the solution.
