
The drama that is the tale of "EJ," Airbnb, and #ransackgate continues, but as it continues to unfold we are struck by the poor response of Airbrb. It's not because they didn't initially try to help after the matter; instead, it's because of how they turned one person's issue into a national PR FUBAR.

For those not aware, "EJ," who it turns out is a corporate events planner, used Airbnb's service to rent out her place for a short period to a "guest" she'd connected with through the online rental agency. She returned to find her place ransacked (hence the trending Twitter hashtag #ransackgate).
It really turned into #ransackgate when "EJ" posted a blog post about the matter, which eventually went viral. While the Airbnb's customer service department was initially "all over" the incident, once the blog post went live,
things went cold.
That was Airbnb's biggest mistake, perhaps, especially since "EJ" posted a second blog entry that revealed that an Airbnb co-founder (not Brian Chesky, who has been the most visible company face among the media) spoke to her and asked her to take the initial blog post down, as it might hurt a round of funding Airbnb was trying to complete.

Long story short, the funding completed, but the fact that the company placed money over the health and safety, and current condition, of "EJ" came across as callous and selfish (and that's putting it mildly).
"EJ" has spoken to some sites since then, including both USA Today and the San Francisco Chronicle. Sadly, some are playing the "blame game" with her, much as is often done with rape victims, and some have even gone so far as to imply the event was simply a stunt by the hotel industry to hurt Airbnb's business.
Reportedly, someone was arrested in the "EJ's" case. However, 19-year-old San Francisco resident Faith Clifton is no longer in San Francisco custody and the authorities could not confirm whether Clifton had been released or instead transferred to a nearby county where she faced a warrant for related charges.
Meanwhile, the incident is still hanging over Airbnb, and it will for some time.
Robert Scoble had an excellent post on Google+ about lessons that could be learned from #ransackgate. Notably, none of the suggestions were directed toward the victim.
We would differ in our response to the incident by moving No 4, Fix the freaking problem (Make it completely go away) to the No. 1 position. Airbnb got its funding, good for them. However, the crime against "EJ" and Airbnb's response, which still comes across as selfish and callous, may create an opening for competitors Roomorama and Couchsurfing.com, among others.
At the very least, it should serve as an example of "what a company should not do" in a crisis situation.