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.
Repeated requests for further proof; no fixed date given; deposit still outstanding weeks after the policy window closed.
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 describes having to "fight with them for hours just to get our deposit back."
Read the original ↗Reviewer: "they are keep on finding one after other unreasonable request and proofs for me to produce to get is back."
Read the original ↗Reviewer: "The second you pay for the place you can forget about any refund if problems arise," and reports that at check-out staff avoided confirming in writing that the apartment was in the same condition.
Read the original ↗Reviewer reports being told the deposit would be kept unless they paid for a full five-month booking, despite wanting to switch rooms.
Read the original ↗App-store reviewers report that Travelio declined to process a cash refund and offered a discount voucher in its place. Others describe waiting a full month for a deposit after checking out correctly.
Read the original ↗Consumers report deposits delayed or refused on the ground that the bank account named for the refund did not match the name on the booking — a condition raised only at the refund stage, and not applied when the same payment was accepted in the first place. A related account describes a refund refused because the person who booked and the guest who arrived were different people.
Read the original ↗A tenant reports paying a deposit of IDR 6,100,000 and receiving only IDR 2,740,000 back in February 2025 — a shortfall of IDR 3,360,000 — with no itemised statement of what the difference was spent on.
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 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 ↗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 ↗Deductions 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 → HighRefunds refused or delayed because the bank account name differs from the booking account name — a condition tenants report was not made clear at the time of booking or payment.
1 documented reports →