Long term, this kind of problem isn't going away for AirBnB. To ignore it would be as foolish as a retailer avoiding the problem of shrink. To treat this case l

Long term, this kind of problem isn't going away for AirBnB. To ignore it would be as foolish as a retailer avoiding the problem of shrink. To treat this case like it is an isolated, unique event, is also ridiculous. AirBnB might be tremendously safe. But so is flying, and people have irrational fears of flying because the odd disaster happens. Airlines have entire disaster teams in place to handle these rare events. Honestly, I think a big problem here is that you have men handling a situation in which they were completely oblivious to the feelings of their customer. Men can't possibly appreciate the sense of vulnerability most women have walking down the street alone at night, let alone the sense of violation that occurs from events like this. What the woman in question implied in her blog post was anger that the men were cold and not paying attention to her feelings. My advice would be to find a woman with great customer service experience and give her authority to personally handle this situation, in-person. That would take care of the immediate problem. Long term, AirBnB needs to develop a strategy for handling these sort of cases. Reports of insurance being offered is a good first step. But they need to think about having disaster teams in place similar to the ones airlines and insurance companies have. They are in the same boat as these companies; when something goes wrong, it goes very very wrong. That leaves people in severe distress and it takes more than just a standard customer service response to deal with situations like this.