I don't think this line of thinking works. Criminals aren't your customers. If you respond to incidents with non-customers in mind, you're going to create a neg

I don't think this line of thinking works. Criminals aren't your customers. If you respond to incidents with non-customers in mind, you're going to create a negative response in current and potential customers. This was an opportunity for AirBnB to prove that their service is excellent and worth using. This was a chance to prove to potential customers that if the worst happens they'll be their. Instead they proved they won't support their customers fully when worst case scenarios happen. Because they were thinking more about people who don't pay them then people who do.