1) Go overboard helping her reset her life
2) mea culpa: apologize for the handling of it
3) announce steps that will reduce the risk of it happening again
4) stop calling her credibility into account, or blaming Arrington. it's an international story now.
5) Control the message. PG--you shouldn't be posting at all. Your intentions might be good, your points might (or not) be valid, but you're creating more controversy.
The story goes away when 1) people hear a true apology for the handling and 2) EJ has been properly taken care of, regardless of AirBnB's culpability.
“On June 29 I posted my story, and June 30 thus marks the last day I heard from the customer service team regarding my situation. In fact, my appointed ‘liaison’ from Airbnb stopped contacting me altogether just three days after I reported the crime, on June 25, for reasons that are unknown to me. I have heard nothing from her since.”
“And since June 30? On this same day, I received a personal call from one of the co-founders of Airbnb. We had a lengthy conversation, in which he indicated having knowledge of the (previously mentioned) person who had been apprehended by the police, but that he could not discuss the details or these previous cases with me, as the investigation was ongoing. He then addressed his concerns about my blog post, and the potentially negative impact it could have on his company’s growth and current round of funding. During this call and in messages thereafter, he requested that I shut down the blog altogether or limit its access, and a few weeks later, suggested that I update the blog with a ‘twist’ of good news so as to ‘complete[s] the story.’”
“I am not clear here if Chesky is trying to convey the message that Airbnb was involved in securing my safety, but the company was not. My safety was secured by my own efforts.”
“The positive contribution mentioned in this statement might very well refer to the criminal investigation and communication with police; I can’t know for sure. But the staff at Airbnb has not made a positive contribution to me personally or my situation in any way, particularly since June 30.”
