Business ProfileforJZ Vacation Rentals

Stay: 6/23-6/25/2023 Hosted on VRBO platform We stayed in a JZ Vacation rental at the end of June. The place looked great online, and had decent reviews. This was a 2 story home with the first floor being rented out. Our first night went fine, but our second night was a nightmare which has never been resolved by the property management company or the owner, ****. About 11pm the second night of our stay, water started coming through the ceiling from the second floor apartment. We thought there could have been a burst pipe and called the maintenance number. We put the trash can under the leak, but then water started coming down the walls, through the floor, and was gushing everywhere. We used every towel and trash can we could find trying to keep the water from causing more damage. The maintenance man came and went to the resident's upstairs apartment. She had rented there about a year and caused problems and loud noises because she didn't like the fact that the downstairs unit was a short-term rental. The maintenance man told us that she did things to everyone who rented the downstairs unit during their stay. As it turns out, the upstairs tenant intentionally flooded her bathroom which was right above the downstairs basement. She took the shower curtain out and aimed the shower head to the floor outside the tub. She only stopped when the maintenance man shut off the water at the street and confronted her. For the price, and the problems, I requested reimbursement. The agents who answer the phone kept telling me they would escalate the situation to management. Each time I called to check on the situation, I had to repeat the entire story even though they record all their calls. Eventually I was told that the owner would be available to speak to me. I left him a message and he did return my call once and left a voicemail. Each time I tried returning his call, I never received a call back from him.