FAQ | Travelio.com
More than 2000 units across 25 cities in Indonesia
1
Apartment
Spacious accommodation in strategic locations. Various choices starting from studio to 4 bedrooms in 1 unit. Complete with kitchen and living room.
2
Villas
Perfect for couples, families or group travels. Find choices from private pool villas for honeymoon to huge villas that can fit 25-30 people.
3
House
Experience the homey feeling in these spacious units with multiple bedrooms. Competitive prices for non-commercialised private homes in comparison to Villas.
QUESTIONS?
Hi, I’m Lio. How can I help you?
Example: booking cancellation check-in
➤ About Travelio.com
What exactly is Travelio.com?
Travelio.com is the leading online short-term home rental marketplace based out of Indonesia. The company provides customers with professionally managed properties ranging from apartments, villas and houses. Thousands of our unique properties can be found in 25 different cities in Indonesia.
What makes Travelio.com different than other online booking sites?
Travelio rents out a whole unit instead of individual rooms. Customers can get access to properties with better value for money as accommodations offered are spacious, fully equipped with kitchen, bedroom and living room areas. Apart from the standard property listings, you may find handpicked properties in the first tier cities, namely Greater Jakarta Area, that are managed up to hotel standards by Travelio Property Management (by Travelio). Readily available in those units are standardized bathroom amenities, linen and free minibar.
How can I get more information about listing or renting out my property?
In order to list your property or find out about our additional services please click here for more information.

➤ Booking
How do I make a booking through Travelio.com?
  • First, pick a city/location/place related to where you want to stay. Enter the check-in date, duration of stay and number of parties staying with you.
  • Second, Travelio will display a list of private homes ranging from Apartments, Villas & Houses that fit your criteria. Choose the property you want and continue to process your booking.
  • Third, you are redirected to confirm and will proceed to the payment page.
What is the difference between Instant Confirmation and 24-hour Confirmation?
An accommodation with “Instant Confirmation” means that the booking you have made is confirmed immediately. Accommodations with “24-hour Confirmation” means that the booking you have made will only be confirmed in a time maximum period of 24 hours.
What is the difference between “Book Now” and “Make an Offer”?
Like booking other accommodations online, you can click “Book Now” to process your payment. However, we have an additional “Make an Offer” feature, which allows you to negotiate the price you are willing to pay for the accommodation option you have chosen.
How do I make an offer?
For every accommodation, you can use the price displayed as a point of guidance. When you make an offer, enter the price you are willing to pay for the accommodation by entering your own price or moving the rainbow cursor. We suggest using the success parameter to gauge the likelihood of your offer being accepted.
I’m not that experienced in booking accommodations online. Is help available for me?
For other questions or information, please contact us by email at hello@travelio.com.

➤ Extra Cost
Will I incur extra charges such as tax and service?
No, the price you booked or entered to make your offer is inclusive of tax and service charges.
Any other charges I have to pay?
For certain properties especially those by Travelio, there is a cleaning fee cost associated with the booking that is already accumulated in your total payment. Apart from this, You are only required to pay extra costs if you were to use additional facilities or services provided by the accommodation. Those additional costs are to be paid directly to the accommodation during your stay.

Depending on the accommodation’s policy, you may be required to pay a deposit prior/during check-in or in some cases a pre-authorization of your credit card. Please review your check-in instructions displayed on your email or booking confirmation voucher.
Am I going to get charged for other factors such as credit card charges?
Travelio.com will not charge additional costs for any type of payment method chosen. However, this does not include the possibility of additional costs posed by your bank, such as transfer fees between banks and bank fees for using specific facilities.

➤ Payment Confirmation
When will I get my booking confirmation?
A confirmation voucher will be shown and emailed minutes after your purchase. However, in a condition whereby we haven’t confirmed the price you entered when you’ve made your offer, we will give you a confirmation no later than 24 hours after your payment has been confirmed.
How will I know if my booking went through?
In a case where you are asked to wait in order to get confirmation, we will contact you within maximum 24 hours (if payment went through) via email and SMS, to let you know if your offer is accepted by the accommodation. You also get to monitor the status of your booking through www.travelio.com under the menu, “Booking History”.
What should I do if the unit I booked is not available?
Our team will try our best to find you an alternative unit for your stay within the same vicinity and price. Once you agree, we will help process your booking. Should you not agree, we will process refund for you.
What should I do if my offer gets rejected?
You get to re-submit a new offer by clicking “Change Offer” either through an email notification that confirms your offer has been rejected or through the confirmation page on our website.
How can I reclaim my confirmation voucher if I accidentally deleted it from my email?
You get to re-download or print your confirmation voucher through the menu, “My Bookings”. Log in to your account, click History and then the “Download” icon to re-download or “Print” icon to print your voucher.

➤ Personal Data
Do I get to change my personal data?
Yes, please change your personal data through “My Bookings”.
What sort of personal identification material do I need to present when I check-in?
Please bring along your identification card or passport, as some accommodations would need verification to process your check-in and ensure safety.
Do I have to match my personal data with my identification card?
Yes, accommodation owners would need your identification card to verify that the name on the booking made matches your ID. The name you entered in “Guest Name” when you book with us should be equivalent to the name on your ID. Difference in personal data information might lead to problems during 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?
Some properties do require an initial deposit or pre-authorization of your credit card. These charges are separate from your booking charges with us and additional charges incurred is at the expense of the accommodation owner.
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 a question or problem at the accommodation?
Please contact our customer service at +6221 630 2500. You can also connect to us via our Line, or E-Concierge App, Hellolio.
Please contact us by email at hello@travelio.com.
I’m travelling with children. What are some helpful tips for me?
We suggest keeping the noise level at a minimum and for your children to keep a distance from household decorations, art pieces or owner’s collections. The bedroom, kitchen, bathroom and whenever relevant, outdoor areas can provide a fruitful and memorable stay for your family.
Am I allowed to use all the amenities and facilities readily available in the room?
Yes, however please do take good care of these amenities and facilities provided for you. If items seem to be enclosed, locked or inaccessible, please refrain from trying to utilize them.

➤ Refunds
When will Travelio.com refund my payment when my booking has not been confirmed?
For credit card payments, we do only hold it for pre-authorization and when your booking is not confirmed, we will release your credit card information.
For bank transfers, when your booking is not confirmed, we will issue full refund no later than 3 days after your booking is not confirmed.

➤ Cancellation
What will happen if i want to cancel my booking?
There is a “No Cancellation Policy” and accommodation bookings are non-refundable via Travelio.com. You will be charged 100% of the booking cost for cancellations or no shows.

➤ 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
  • TV
  • Refrigerator
  • Wardrobe/Multi-Purpose Hanger
  • Water kettle/Dispenser
  • Gas stove
  • Kitchenware
  • Pillows
  • Towel
  • Tissue
  • Sofa
  • Blanket
  • Shampoo & soap
Travelio Standard
Experience economical, practical and professionally managed homes equipped with basic standardized amenities and facilities. A great choice for budget leisure and domestic business travelers looking for a simple, yet comforting stay. Average room rate below Rp 499,999 per night.
Travelio Standard
  • Air Conditioner
  • Living Room (Studio Waived)
  • Dining Room (Studio Waived)
  • Kitchen
  • Shower
  • Bathroom
  • Bathroom amenities
  • TV
  • Refrigerator
  • Wardrobe/Multi-Purpose Hanger
  • Gas stove
  • Kitchenware
  • Wi-fi
  • Pillows
  • Towel
  • Tissue
  • Sofa
  • Blanket
  • Shampoo & soap
Travelio Deluxe
Discover fully equipped, professionally managed homes strategically located in the city’s popular areas. Perfect for a quality stay, convenient for business or leisure, with more value for money room sizes, complimentary standardized amenities and varied array of facilities. Average room rate from Rp 500,000 to Rp 899,999 per night.
Travelio Deluxe
  • Air Conditioner
  • Living Room (Studio Waived)
  • Dining Room (Studio Waived)
  • Kitchen
  • Shower
  • Bathroom
  • Bathroom amenities
  • Water heater
  • TV
  • Refrigerator
  • Wardrobe/Multi-Purpose Hanger
  • Water kettle/Dispenser
  • Gas stove
  • Kitchenware
  • Rice Cooker
  • Microwave
  • Pillows
  • Towel
  • Tissue
  • Sofa
  • Blanket
  • Shampoo & soap
  • Wi-fi
Travelio Premium
Indulge in tastefully styled high-end, professionally managed homes combined with hotel-like service and high-quality facilities in premium locations. The ultimate choice for luxury travel or business enthusiasts. Average room rate starting from Rp 900,000 per night.
Travelio Premium
  • Air Conditioner
  • Living Room (Studio Waived)
  • Dining Room (Studio Waived)
  • Kitchen
  • Shower
  • Bathroom
  • Bathroom amenities
  • Water heater
  • TV
  • Refrigerator
  • Wardrobe/Multi-Purpose Hanger
  • Water kettle/Dispenser
  • Gas stove
  • Kitchenware
  • Rice Cooker
  • Microwave
  • Pillows
  • Towel
  • Tissue
  • Sofa
  • Blanket
  • Shampoo & soap
  • Wi-fi
  • Styled Interior