Jakarta
Travelio manages apartments in Jakarta among 12 Indonesian cities. This page collects the complaint record relevant to tenants renting there, together with the escalation routes available locally.
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 ↗The consumer checked out early from a unit at Tokyo Riverside Tower Dotonburi on 21 October 2025. Following Travelio’s own instructions they left the keys in the mailbox and documented it with photographs and video. Travelio staff stated the keys were not found and charged a Rp400,000 replacement fee against the deposit. This is the clearest documented case of a deduction applied against contemporaneous evidence the consumer already held.
Read the original ↗A follow-up letter from the same consumer acknowledging that Travelio resolved the mini-refrigerator charge. Published four days after the original complaint. Recorded here because a record that omits resolutions is not a record — and because the sequence is itself the finding: the charge was reversed after the complaint became public, not before.
Read the original ↗A guest is billed repair costs for damage to a mini-refrigerator which they state was not caused by them.
Read the original ↗A property owner criticises Travelio’s owner-relations team as unprofessional in its handling of the verification of a water-bill refund.
Read the original ↗A tenant reports that despite having paid, they were not given the rental management document (PSM) bearing the owner’s signature — leaving the tenancy without the documentation that would evidence its terms in a dispute.
Read the original ↗An owner publishes a second complaint about the management of multiple units — notable because it is a repeat filing: the first complaint did not resolve the matter.
Read the original ↗A guest who stayed 11–13 October 2024 against a Rp300,000 deposit disputes post-checkout charges for furniture damage they say they did not cause.
Read the original ↗A property owner reports being charged for repairs to a managed unit where, on the owner’s account, neither they nor the unit were at fault.
Read the original ↗A complaint describing incompetent service delivery spanning several separate reservations, rather than a single booking going wrong.
Read the original ↗A published complaint concerning charges the consumer states were not clearly explained or itemised.
Read the original ↗A property owner publicly requests an explanation and a resolution from Travelio’s owner-relations function, having not obtained one privately.
Read the original ↗A published complaint characterising Travelio’s service as very poor and unprofessional.
Read the original ↗A dispute over property damage in which liability was, on the complainant’s account, never clearly assigned and responsibility was declined.
Read the original ↗A customer reports disappointment with service quality following an apartment booking.
Read the original ↗A property owner complains to owner-relations management about discrepancies between the cooperation agreed and the service delivered.
Read the original ↗The complainant reports the amount returned did not match the deposit paid, with deductions taken for water charges and for dirty walls. The deduction is described as applied unilaterally rather than agreed at inspection.
Read the original ↗An annual-lease tenant checked out on 5 April 2023 and asked customer service for clarity on the deposit return. The complainant states the agreed term was a maximum of 14 working days after deduction of electricity and water, that 18 working days had passed without return, and that enquiries produced no answer or solution — only a repeated 'awaiting billing confirmation', despite building management issuing statements on the 5th of each month.
Read the original ↗A published account describing customer service without empathy, a defective lease-extension feature, and damage claims the tenant characterises as invented (mengada-ada).
Read the original ↗A long-term tenant disputes charges for furniture damage which, on their account, existed before their tenancy began. The earliest documented instance of the post-charge pattern.
Read the original ↗A property owner reports difficulty retrieving the keys to their own apartment after terminating the management agreement — the clearest documented case of exit friction on the owner side.
Read the original ↗A renter publishes a request that Travelio process the refund owed on a cancelled yearly lease — the complaint is that the refund had not been processed, not that it was refused.
Read the original ↗A guest reports both unsatisfactory unit conditions and complications obtaining a refund afterwards.
Read the original ↗An earlier published complaint on the same theme, establishing that the deposit-return pattern was already being documented publicly in 2021.
Read the original ↗A consumer reports a five-million-rupiah down payment disappearing, deducted in full as penalty fees.
Read the original ↗A property owner describes feeling trapped in a cooperation agreement whose occupancy guarantees were not fulfilled. The earliest owner-side complaint in the archive.
Read the original ↗The earliest complaint in this archive. A customer criticises Travelio’s customer service as unprofessional and its refund process as lacking transparency — the same two themes still being filed in 2026.
Read the original ↗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 → 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 → HighEnquiries answered with an indefinite 'awaiting the building's billing statement'. Complainants note building management typically issues statements on a fixed monthly date, making an open-ended delay hard to justify.
3 documented reports →The Consumer Dispute Settlement Body, operating at city and regency level. Hears consumer disputes through mediation, conciliation or arbitration, without requiring a lawyer, and issues binding decisions. For a withheld deposit this is usually the strongest practical route.
