Support response times measured in days
Reviewer: "worst costumer service ever it takes 3 days to solve any problem."
Read the original ↗
Medium
Customer service unresponsive at the decisive moment
Support 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.
How to recognise it
No written check-out confirmation; multi-day response times; no case owner.
13 documented reports
Staff declined to confirm unit condition in writing at check-out
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 ↗A month spent contesting "missing items" despite staff sign-off at move-out
A reviewer describes spending a month pursuing a refund while Travelio claimed items were missing — despite staff having signed off on the unit’s condition when they moved out.
Read the original ↗Owner relations criticised over water-bill refund verification
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 property owner’s second published complaint
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 ↗POSITIVE — appreciation for Travelio’s Instagram customer service
A published letter praising Travelio’s Instagram customer-service team as professional and helpful. Included because selective publication is how a documentation project loses its authority. Note the channel: the praised service came via a public social channel, not the in-app support queue where the disputes above stalled.
Read the original ↗Service called unprofessional across multiple reservations
A complaint describing incompetent service delivery spanning several separate reservations, rather than a single booking going wrong.
Read the original ↗RESOLVED — complaint settled after publication
A consumer confirms their complaint was resolved by Travelio. The third documented resolution in this archive, and like the others it follows publication rather than a private support ticket.
Read the original ↗Owner requests explanation and resolution from owner relations
A property owner publicly requests an explanation and a resolution from Travelio’s owner-relations function, having not obtained one privately.
Read the original ↗Service described as very poor and unprofessional
A published complaint characterising Travelio’s service as very poor and unprofessional.
Read the original ↗Poor service reported after booking a unit
A customer reports disappointment with service quality following an apartment booking.
Read the original ↗Rental experience: unempathetic support, faulty 'Extend' feature, and damage claims called fabricated
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 ↗Unprofessional support and non-transparent refund process
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 ↗Related patterns
Critical
Security deposit withheld or never returned
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 → CriticalUnilateral deductions for disputed 'damage'
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 → HighThe 'waiting for billing confirmation' stall
Enquiries 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 →