This is an independent consumer documentation project. It is not affiliated with, endorsed by, or connected to Travelio or PT Horizon Internusa Persada.
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).
How to recognise it
Deduction announced after check-out, not agreed at inspection; no dated before/after photographs offered; amount not itemised.
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.
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.
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.
A published account describing customer service without empathy, a defective lease-extension feature, and damage claims the tenant characterises as invented (mengada-ada).