I had a similar reaction to this post. Surprised that she depicted the issue being escalated all the way up to the cofounder as somehow a reduction in customer service. Not that they've seemed to have handled this well by any stretch, but they certainly seem to be taking this seriously.

Is it me, or does it take a significant amount of melodrama to negatively construe being asked to grab coffee with the cofounder of the company with whom you have some dispute as bad customer service (he didn't ask if she was alright? really?).

What happened to her sucks, and AirBnB certainly doesn't sound like a service i would use personally, but to be honest, I wasn't shocked to hear people calling into question whether or not this was a real person. She seems to be going out of her way to characterize events (as the parent mentions) in as negative a light as possible.