it turns out Airbnb has been offering to fix it, from the very beginning No one really cares what Arrington wrote. Everyone knows Arrington's rep. What people

it turns out Airbnb has been offering to fix it, from the very beginning No one really cares what Arrington wrote. Everyone knows Arrington's rep. What people are upset about is how the blog post that Chesky wrote sounded like. His post sounded like... "Ummm...here are our security features..." The correct public and private response is: "This is a horrific. This is unacceptable. As CEO, I'm not going to rest until this is made right. I've assigned 3 people to this problem to do whatever is necessary to make this right. We are extremely concerned about this, and we have a lot of work to do to make sure something like this will never happen again. Safety is job 1." Of course backing up those words with actions. That way, even if the lady is lying. Even if it's a hoax... Even if it's complete crap... it doesn't matter, because people know that you take this seriously, and you're pulling out all the stops. If there's a follow up blog post that details more horror stories... And, you have indeed made those phone calls.. then you say, "I'm really sorry that our response has been less than what you have needed or less than what you expected. That's on me, (as CEO). I will personally make this right. Call this number, they will put you directly in contact with my cell phone. and, I will make this right." And, of course, backing up those words with actions. That way, no one can accuse you of having a less than stellar response to this. You are above reproach... Because you've done the right thing for the person. The right thing to do is to do the right thing for the person.