> "If AirBnB had over-reacted and offered Troy thousands of
dollars (as was being suggested for EJ), they would have
lost out - because Troy was happy with just a few free
nights in AirBnB credit."
Even from a "business standpoint" I do not feel they would have lost out. Because they would have avoided the EJ fiasco, and still garnered the media and public appreciation from the apology, support, and restitution to Troy.
The company may not have been able to know the story of EJ, specifically, would take this path. But it was predictable that at some point a vandalism or safety issue would eventually get picked up in the media.
Even from a "business standpoint" I do not feel they would have lost out. Because they would have avoided the EJ fiasco, and still garnered the media and public appreciation from the apology, support, and restitution to Troy.
The company may not have been able to know the story of EJ, specifically, would take this path. But it was predictable that at some point a vandalism or safety issue would eventually get picked up in the media.