He really doesn't, though I can see how you might get that impression. In the post you suggest I re-read, Paul is referring to financial assistance, which will

He really doesn't, though I can see how you might get that impression. In the post you suggest I re-read, Paul is referring to financial assistance, which will reasonably take a period of days to offer. When Paul says "Airbnb has been offering to fix it, from the very beginning," that may well be true. But that statement does not dispute or otherwise speak to the fact that it was hard and time consuming for the customer to get in contact with Airbnb in the first place, just to get basic information and to let them know what happened. EJ said in her original post that it took 14 hours to get a call back from the "urgent" phone line -- and even then only after she contacted a friend who freelances for them. (Edited for clarity)