File a Complaint
File a complaint against Travelio — every route, with links
You are not the first and you will not be the last. These are the bodies that have to take your complaint, what each one is good for, and exactly where to file. All of it is free.
Do these five things first — they take an hour and they decide the outcome
- Screenshot the entire in-app chat with Travelio, top to bottom, before your access ends with the tenancy.
- Save the booking confirmation, the signed terms, and proof of the deposit payment showing amount, date and account.
- Gather every photograph and video you took at check-in and check-out, with timestamps visible.
- Write the timeline: check-out date, the date you first chased, and every date you were promised something.
- Note the exact words of every reason you were given. "Waiting for billing confirmation" is a documented pattern, and quoting it links your case to dozens of others.
Where to file, in the order that works
BPKN — National Consumer Protection Agency
The national body. A filed complaint creates an official record that exists whether or not Travelio ever replies to you.
What to do: WhatsApp is the channel to use — send the timeline, payment proof and chat screenshots straight to 0815 3153 153. Their online portal at pengaduan.bpkn.go.id is currently returning a certificate error, so use WhatsApp or phone until that is fixed. Keep the reference number they give you.
LAPOR! — national public complaint portal
The government-wide complaint system. It routes your case to the responsible ministry and tracks whether they respond.
What to do: Submit at lapor.go.id and select Badan Perlindungan Konsumen Nasional as the destination. It issues a tracking number you can cite in every later message to Travelio.
BPSK — Consumer Dispute Settlement Body
The one that can actually order your money back. Operates at city and regency level, hears the case through mediation or arbitration, requires no lawyer, and issues binding decisions. Open to foreigners.
What to do: Find your local BPSK through the directory, then file with your written demand, payment proof, dated photographs and the full message history. This is the strongest route for a withheld deposit and the one almost nobody uses.
YLKI — Indonesian Consumers Foundation
An independent NGO with real media reach. Companies that ignore individuals do not ignore YLKI.
What to do: File through the online service portal. YLKI adds public pressure that a private support ticket never generates.
Kemendag — Directorate General of Consumer Protection
The trade ministry directorate responsible for consumer protection and orderly commerce.
What to do: Use the published complaint procedure. Worth filing in parallel when the amount is significant or the conduct is repeated.
MediaKonsumen — published consumer letters
Four full pages of Travelio complaints already sit here, going back to 2019. Every resolution in our archive followed publication — not one followed a private ticket.
What to do: Submit your letter with dates, amounts and evidence. This is the step with the best documented track record of actually getting Travelio to respond.
Public reviews — Trustpilot, Google Play, App Store
Where the next person looks before they book. Your review is the warning you wish you had read.
What to do: Post a factual, dated account with the amounts. Then send it to us so it joins the record here too.
A demand letter you can copy
Replace the bracketed fields. Send it in the app chat and by email on the same day, so both timestamps exist.
Subject: Formal demand — outstanding security deposit, [unit / booking reference], check-out [date] To Travelio Customer Service, I rented [unit / property name] under booking reference [reference]. I checked out on [date]. I paid a security deposit of IDR [amount] on [date], by [payment method]. To date I have received IDR [amount returned]. IDR [amount outstanding] remains outstanding, [X] days after check-out. Travelio's stated policy is return within [7 days / 14 working days] of check-out. I request one of the following, in writing, within 7 calendar days of this message: 1. Payment of the outstanding IDR [amount] to the account already on file; or 2. A fully itemised statement of every deduction, each accompanied by a dated photograph taken before my tenancy began, a dated photograph taken at check-out, and the supplier invoice for the work charged. Please note that normal wear and tear is not a chargeable deduction, and that I hold dated photographic evidence of the unit's condition at check-in. If I do not receive payment or the itemised statement with evidence by [date], I will file complaints with BPKN and via the LAPOR! portal, refer the matter to BPSK, and publish a factual account of this transaction. I would prefer to resolve this directly and promptly. [Full name] [Contact number] / [email] [Date]