My guess is that it is for privacy and legal reasons. They cannot make public details about their conversation with a customer they have a contract with without

My guess is that it is for privacy and legal reasons. They cannot make public details about their conversation with a customer they have a contract with without potentially violating privacy agreements. The best they can do is release fluff pieces or remain completely silent. They went with the former though between those two choices, I don't think it makes much of a difference. Now the accuser can easily clear all this up by publishing her original communication with airbnb and their exact responses. Instead she continues to post summations which the public here seems to take as a definitive word(wrongly, in my view). I've a hunch that when the dust settles, we'll be reading a lot of mea culpas from HN users who rushed to judgement against airbnb.