[itg]

"offered to help her in any way that she needs."

From the blog postings she has written, this doesn't seem true at all

"We will continue to make ourselves available to her" & "We have encouraged her to reach us" & "we are standing by"

You shouldn't be just standing by, you are the ones that need to reach out and help her. The tone of language used here is extremely passive when airbnb needs to be more active about this situation. Also, did you really ask her to take down the blog post or put it in a more positive light?