FAQ | Travelio.com
More than 8000 Properties All over Indonesia
Spacious accommodation in strategic locations. Various choices starting from studio to 4 bedrooms in 1 unit. Complete with kitchen and living room.
Perfect for couple or a group of people. Find a wide selection of villa with private pool for vacation or honeymoon.
Offer a pleasant and spacious house equipped with few bedrooms and affordable price compared to villa.
Hi, I’m Lio. How can I help you?
Example: booking cancellation check-in
➤ About Travelio.com
What exactly is Travelio.com?
Travelio is a technology company in Indonesia that allows users to rent, buy and sell property. Travelio offers a variety of properties ranging from apartments, houses and villas. Our property inventory is available in various cities in Indonesia.
What makes Travelio.com different than other online booking sites?
Travelio provides a wide selection of properties, namely apartments, houses and villas. In addition, for apartments there is a choice of apartment By Travelio which are professionally managed by Travelio Property Management. Apartment By Travelio are currently available in several major cities in Indonesia, such as Jakarta, Bogor, Depok, Tangerang, Bekasi, Karawang, Bandung and Surabaya. Apartment By Travelio provides fully furnished and unfurnished units. For fully furnished units, complete facilities are available starting from toiletries, cooking and eating utensils.
How can I get more information about registering or renting out my property?
You can see more information regarding how to register a property here.

➤ Booking
How do I make an order via Travelio.com?
  1. Visit website Travelio.com or download the Travelio app on the Play Store or App Store.
  2. Enter your destination city or area
  3. Select the type of rental (daily, monthly or yearly)
  4. Select the type of property (apartment, house, villa, etc.)
  5. Select the type of room (studio, 1BR, 2BR, 3BR, 4BR, and so on)
  6. Enter the period of stay
  7. Click search and find accommodation that suits your needs
I am not experienced in booking accommodation online. Is there any help available to me?
For questions or other information, please contact us via email at hello@travelio.com or call +6221 395 24523

➤ Additional Fees
Are there any additional fees I have to pay?
For properties with By Travelio, there is a cleaning fee that has been accumulated with your total payment as well as a deposit payment before check-in. Apart from that, you are only required to pay an additional fee if you use additional facilities or services provided by the accommodation where you are staying. In this case, additional costs are paid directly to the accommodation.
Will I be charged for other factors such as credit card fees?
Travelio.com will not charge additional fees for all types of payment methods selected. However, there are possibilities that your issuer bank will charge you miscellaneous fees such as credit card surcharge fees, transfer fees and bank fees for certain facilities.

➤ Payment Confirmation
When will I get my booking confirmation?
Confirmation will be sent via e-mail a few minutes after you complete the transaction along with files such as the unit inventory list, quick guide and invoice. However, for conditions where the property booked requires confirmation of a maximum of 24 hours, the voucher and order confirmation will be sent no later than 1x24 hours after we receive your payment.
How do I know if my order is being processed?
In cases where you are asked to wait for confirmation, we will contact you within a maximum of 24 hours (if payment has been confirmed) by e-mail, to inform you that your order has been received by the accommodation. You can also monitor the status of your order via the Travelio website or application under the 'My Booking’ tab.
What should I do if the unit I ordered is not available?
Our team will assist you in finding alternative units with similar price range and location to accommodate your arrival and ask for your approval. After your approval, we will assist you with the ordering process.
How do I get my voucher back, if I accidentally deleted it from the e-mail?
You can re-download or print your confirmation voucher through the menu, 'My Booking’. Enter and search for your order, then click the 'Download Voucher (Download)' icon to download the voucher or click the 'Print Voucher (Print)' icon to reprint your voucher.

➤ Personal Data
Can I change my personal data?
Yes, of course you can. Please change your personal data in the 'Account' menu.
What personal data do I need to carry at check-in as identification?
Please bring your identity card or passport for verification purposes of your check-in process as well as to ensure security.
Do I have to match my personal data with my identity card?
Yes, we will need your identity card for verification. We will ensure that the name on the order created matches your ID. The name entered in the 'Guest Name' column when making an order on our website must match the name on your ID. Discrepancies in personal data information can hinder the processes of check-in and check-out.

➤ Payment
What are the methods of payment available at Travelio.com?
We accept payments through:
  • Credit card (Visa or Mastercard)
  • Bank transfer (Mandiri, BCA and CIMB)
  • Mandiri Clickpay
However, for bookings that need manual approval, we only accept payment via credit card and bank transfer to ease refunds if your offer is rejected by the accommodation.
Do I have to make any additional payment when I check-in?
All of our managed properties do require an initial deposit or pre-authorization of your credit card to act as a bond during your stay. These charges are separate from your booking charges with us and any additional incidental charges incurred during your stay is at your (guests') expense.
My booking is not confirmed, why do I have to make a payment?
Payment is required to assure that you are committed to the offer you made to book your accommodation. Without payment, it would be difficult for us to negotiate your offer to the accommodation owner.
What will happen to my credit card if my booking is not confirmed?
We only perform pre-authorization of your credit card, meaning no charges will be posed when your booking has not been confirmed. We will only charge the amount when your booking is confirmed, and release your credit card when we are unable to get an accommodation that matches your offer. Please bear in mind this may take ± 10 working days.
Can I pay with any currency?
All transactions in Travelio.com are reflected in Indonesian Rupiah (IDR), based on the daily rate of exchange. However we do have currency indicators displayed on our platform. Final payment and statements may differ from the amount shown due to currency conversion fluctuations.
Can I pay using credit cards from all markets?
We only accept credit cards from the following markets: Indonesia, Singapore, Malaysia, Thailand, Australia, China, Hong Kong and Japan.

➤ During My Stay
Who do I contact if I have questions or problems with the accommodation during my stay?
Please contact our customer service via live chat on the Travelio application if you need a fast response.
I travel with children. Any tips for me?
We recommend keeping noise levels to a minimum and keeping a distance from sharp objects and glassware such as a property owner's art collection.
Am I allowed to use all the equipment and facilities available in the room?
Yes, but don't forget to take care of all the equipment and facilities provided. If some items seem difficult to open, locked or inaccessible, please ask our team first via live chat on the Travelio app.

➤ Refunds
When will Travelio refund my payment when my order is not finally confirmed?
For credit card payments, we only hold it for pre-authorization and when your order is not confirmed, we will release your credit card information. While payments using bank transfer, we will make a full refund within 5 - 10 days after your order is not confirmed.
When will Travelio refund the deposit payment?
For Daily bookings, deposit payment using bank transfer or virtual account is estimated to be refunded by approximately 5 working days after the bank data is confirmed. A notification e-mail will be sent to you when the refund has been made (make sure the registered contact details are active).
For Monthly and Yearly (Long Term) bookings, The refund deposit process will be commenced after the utilities invoice is issued from Building Management and will take up to 60 working days. The invoice will be used to calculate your consumption during your stay at the unit. In general, the invoice will be issued on the 5th-10th day every month. After we received the invoice, Travelio will need approximately 7 working days to calculate your exact consumptions. We appreciate your patience and understanding during this process.

➤ Cancellation
What will happen if I want to cancel my booking?
Travelio applies “No Cancellation, No Refund“ Policy. If you don't show up during your stay period, you will be charged 100% of the booking fee. You can transfer your booking to other Travelio accounts by using the “Claim Booking“ feature. For further assistance, please reach our Customer Service team via Live Chat and our team will be delighted to assist you.

➤ Additional Facts
Travelio Certified
Stay in professionally curated and verified homes with satisfactory cleanliness levels and the basic amenities you need for a comfortable stay.
Travelio Certified
  • Air Conditioner
  • Living Room (Studio Waived)
  • Dining Room (Studio Waived)
  • Kitchen
  • Shower
  • Bathroom
  • Wi-fi (Optional)
  • TV
  • Refrigerator
  • Wardrobe/Multi-Purpose Hanger
  • Water kettle/Dispenser
  • Gas stove
  • Kitchenware
  • Pillows
  • Towel
  • Tissue
  • Sofa
  • Blanket
  • Shampoo & soap

➤ contact us
You can reach out to us through the application live chat every day at 07:00AM until 01:00AM
You can also call us on the phone +6221 395 24523 or send us email to hello@travelio.com
Customer Excellence Service, Directorate of Consumer Protection and Trade +62 853 1111 1010