Independent consumer record
I felt scammed by Travelio. I built this site so the next person finds out before they hand over a deposit, instead of afterwards like I did. What follows is not my opinion — it is 45 dated complaints from tenants and landlords, every one sourced and linked, going back seven years.
These arrive from people who have just been through it, and appear here as soon as they are checked. This section updates on its own — the archive below is the permanent record.
Quoted directly from published complaints and platform reviews. Each one is dated and links to its original — go and read them yourself.
Worst customer service ever — it takes 3 days to solve any problem.
Cancelled unilaterally, without confirming with us — hours before we arrived.
They refused my refund over an electricity penalty raised after I had already left.
They charged interest at 2% per day.
We had to fight with them for hours just to get our deposit back.
Cockroaches in every room, and black mold growing in the corners.
They keep on finding one after other unreasonable request and proofs for me to produce to get it back.
The second you pay for the place you can forget about any refund if problems arise.
Pick the one that describes you. Each goes straight to what you actually need.
What to check, and what to photograph, before you hand over any money.
→Three things that protect your deposit far better than anything you can do after check-out.
→The step-by-step recovery process, a demand letter you can copy, and where to escalate.
→Nine records were filed by landlords, not tenants. You have leverage tenants do not.
→Every year since 2019 has produced published complaints. The record is not a historical episode — it is current, and the volume is rising.
2026 is a partial year (records to July). It already exceeds all of 2025. 45 records total.
Source: Trustpilot 2.0 / 5 · Google Play 3.54 / 5 · MediaKonsumen — 2026-08-27
The pattern is simple, repeatable, and expensive. You pay a deposit before you get the keys. Nobody records what the unit looked like. At check-out nobody will put in writing that you returned it fine. Then the money does not come back — and every time you ask, a new reason arrives instead of a payment. Wall stains. A key you photographed yourself returning. Furniture broken before you moved in. An electricity penalty raised weeks after you left. Forty-five people have now documented this publicly, and it has not stopped once since 2019.
Read across these eight steps and the pattern stops looking like bad luck. Every one of them is drawn from complaints published in this archive, with dates and sources you can check.
It is not optional, and it is paid up front — sums from Rp300,000 for a short stay to Rp6,100,000 and above for a yearly lease.
There is no dated, signed condition record at move-in. That absence is not neutral: it means any later claim about damage is your word against theirs, and you are the one without a document.
Tenants report asking for written confirmation that the unit was returned in good order, and not getting it. One reviewer put it plainly: the moment you pay, forget about a refund if anything goes wrong.
Travelio says 7 days for daily bookings, and tenants are told 14 working days for monthly. Complaints describe 18 working days, a month, and longer.
"Waiting for billing confirmation from the building." Complainants point out that building managements issue statements on a fixed day each month, so a delay that never resolves into a date is not really an explanation.
Wall stains. A key you returned and photographed. Furniture damaged before you moved in. An electricity penalty raised after you had already left. Each of these is a real, dated, published complaint.
One tenant paid Rp6,100,000 and received Rp2,740,000, with no itemised statement of where the other Rp3,360,000 went.
Across 45 records spanning seven years, Travelio engaged publicly exactly five times — and every single one came after the complaint was published. Two were answered within days. This is the step that matters most to you.
None of this requires anyone to have set out to defraud you. It describes a system where every ambiguity resolves in the company’s favour and the paperwork that would settle it never gets created. The effect on your money is the same.
These six recur most often across the record. Each is drawn from published complaints and platform reviews — click through for the detail and the source documents.
The most frequently documented complaint. Tenants report that after check-out the deposit is not returned within the stated window, and that each enquiry produces a new prerequisite rather than a payment.
15 documented reports → MediumSupport described as slow or circular precisely when money is in dispute, including refusal to confirm in writing at check-out that a unit was returned in acceptable condition.
13 documented reports → CriticalCharges levied days or weeks after a guest has left and the unit has been re-let, for damage the guest disputes. Distinct from a deduction agreed at inspection: by the time the claim arrives the guest can no longer inspect the unit or rebut it.
9 documented reports → HighA second group of complainants: the landlords whose units Travelio manages. Published letters describe repair costs charged to owners for damage owners say was not their fault, unverified water-bill refunds, rental agreements delivered without the owner’s signature, and owner-relations staff who answer only with standard procedure.
9 documented reports → CriticalDeductions applied without prior notice or agreed evidence, for items tenants dispute as normal wear. A published Indonesian complaint documents a deduction justified as 'wall stains' (noda tembok).
7 documented reports → MediumCharges tenants report as disproportionate or not clearly disclosed at booking, including a published account of interest charged at a stated 2% per day.
6 documented reports →Three things protect your deposit better than anything you can do after check-out. Do them today.
Across 45 records spanning 7 years, Travelio engaged publicly exactly five times: 3 complaints recorded as resolved and 2 formal company responses. Every single one came after the complaint was published — one resolution landed within 2 days. Not one of the 39 unresolved records shows a private support ticket succeeding on its own. That is the most useful thing this archive can tell you: with this company, a dispute appears to start moving at the moment it becomes public, and a ticket that stays private appears to go nowhere. If your deposit is being held right now, do not wait quietly for it.
9 records in this archive were filed not by tenants but by the landlords whose units Travelio manages, going back to 2019: repair costs charged to owners for damage they say was not theirs, occupancy guarantees that went unmet, management agreements delivered without the owner’s signature, one owner who could not retrieve the keys to their own apartment after ending the arrangement, and another who had to publish a second complaint because the first changed nothing. Owners hold leverage tenants do not — inventory. A managed-rental platform that loses units loses its business.
A consumer demands a refund on the grounds that the apartment unit differed significantly from the images it was advertised with, and additionally raises concerns about the handling of personal data. The most recent published Travelio complaint at the time of capture.
Read the original ↗Reviewer: "worst costumer service ever it takes 3 days to solve any problem."
Read the original ↗Reviewer states a booking was "cancelled unilaterally without confirming with us" only hours before arrival.
Read the original ↗A reviewer reports being denied a refund because of penalty charges on an electricity bill, claimed as a late payment that arose after the tenant had already moved out.
Read the original ↗Every entry on this site carries a date and a link to its original source, so you can read it yourself rather than take our word for it. We publish corrections, and Travelio has a standing right of reply. That is the difference between documentation and a smear — and it is why this record holds up.
A great many people who have rented through Travelio say yes, and this site exists because I am one of them. Judge the record yourself: 45 dated complaints spanning 2019 to 2026, a Trustpilot rating of 2.0 out of 5 with 81% of reviews at one star, deposits withheld past the company’s own stated deadlines, and charges raised after check-out for damage tenants say was never theirs. In one case a tenant paid Rp6,100,000 and got Rp2,740,000 back with no explanation of where the rest went. In another, a deposit was docked Rp400,000 for a key the tenant had photographed themselves returning. Travelio is a large, funded, operating business — which is exactly why the pattern matters: this is not one rogue landlord, it is how a company with 15,000 units handles deposits, repeated for seven years.
Travelio's stated policy is that daily-booking deposits are returned to the original payment account within 7 days of check-out. Monthly and annual tenants are commonly told a maximum of 14 working days after deduction of electricity and water charges. In 2021 the company publicly claimed 91% of daily deposits were returned the day after check-out and 80% of monthly deposits within 14 days. Published complaints describe waits substantially longer than this, including one tenant still unpaid after 18 working days.
Ask, in writing, for an itemised breakdown of every deduction plus dated before-and-after photographs evidencing each claimed item. Under Indonesian consumer protection law (UU No. 8/1999) you are entitled to accurate information and to compensation where a service does not match what was agreed. If the itemisation and evidence are not produced, escalate to BPKN and the Directorate General of Consumer Protection via the LAPOR! portal. Keep every message — a written trail is what makes a complaint enforceable.
Building managements typically issue utility statements on a fixed monthly date, which is why complainants have challenged this explanation as open-ended. It is reasonable to ask for the specific date the statement is expected, the name of the building contact, and a committed payment date once received. An explanation that never resolves into a date is the pattern tenants have documented repeatedly since 2021.
Tenants have reported refunds blocked on exactly this basis. The reasonable objection is that the same check was not applied when payment was taken, and that the condition was not disclosed at booking. Ask for the clause in the terms you agreed to that imposes it. If it is not there, say so in writing and escalate.
In escalating order: Travelio's own support in writing (build the paper trail); BPKN, the National Consumer Protection Agency; YLKI, the Indonesian Consumers Foundation; the government's LAPOR! complaint portal at lapor.go.id; and BPSK, the local consumer dispute settlement body, which can hear the case without a lawyer. For sums that justify it, a civil claim remains available. Publishing your factual, dated account is also lawful — but keep it factual.
Post what you can evidence, and frame it as your own experience. Indonesia's Electronic Information and Transactions Law (UU ITE) has been used against consumers who posted complaints, so accuracy is your protection. Stick to dated facts, amounts and documents you hold, avoid stating opinion as established fact, and keep the original evidence. A precise account is both safer and more persuasive than an angry one.