Complaint Record
Every entry below is a published complaint or platform review, reproduced with its date and a link to the original. Nothing here is invented or paraphrased into something stronger than the source supports.
These arrive from people who have just been through it, and appear here as soon as they are checked. This section updates on its own — the archive below is the permanent record.
Worst customer service ever — it takes 3 days to solve any problem.
Cancelled unilaterally, without confirming with us — hours before we arrived.
They refused my refund over an electricity penalty raised after I had already left.
They charged interest at 2% per day.
We had to fight with them for hours just to get our deposit back.
Cockroaches in every room, and black mold growing in the corners.
They keep on finding one after other unreasonable request and proofs for me to produce to get it back.
The second you pay for the place you can forget about any refund if problems arise.
A month chasing a refund while they claimed items were missing — after their own staff signed off when I moved out.
They deducted Rp400,000 for a key I returned — I have the photo and the video.
I paid Rp6,100,000 and got Rp2,740,000 back. No breakdown, no explanation.
They post-charged me for furniture damage that was not mine.
Every year since 2019 has produced published complaints. The record is not a historical episode — it is current, and the volume is rising.
2026 is a partial year (records to July). It already exceeds all of 2025. 45 records total.
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: "worst costumer service ever it takes 3 days to solve any problem."
Read the original ↗Reviewer states a booking was "cancelled unilaterally without confirming with us" only hours before arrival.
Read the original ↗A reviewer reports being denied a refund because of penalty charges on an electricity bill, claimed as a late payment that arose after the tenant had already moved out.
Read the original ↗Reviewer reports unexpected penalties and inflated bills, including interest charged at a stated "2% per day".
Read the original ↗Reviewer describes having to "fight with them for hours just to get our deposit back."
Read the original ↗Reviewer describes "cockroaches in every room" and "black mold growing in the corners", alongside non-functioning appliances and broken furniture.
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 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 ↗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 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 ↗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 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 ↗A consumer thanks MediaKonsumen for mediating the resolution of an earlier Travelio complaint. Published two days after the post-charge letter above. The second documented instance of a dispute resolving only once it was published.
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 ↗Travelio publishes a formal response ("Tanggapan") to the unclear-charges complaint filed on 16 February 2024. Recorded because the response itself is the finding: the company engages publicly on this platform after a complaint is published, having not resolved it privately beforehand.
Read the original ↗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 ↗A published complaint concerning charges the consumer states were not clearly explained or itemised.
Read the original ↗A formal Travelio response to the owner-relations complaint of 31 January 2024, concerning dynamic pricing disputes.
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 ↗