Pelayanan CS Travelio Tidak Professional dan Proses Refund Tidak Transparan

Pada tanggal 22 Desember 2018, saya memesan sebuah unit apartemen untuk disewa pada malam pergantian tahun baru melalui aplikasi Travelio. Berikut detail pemesanannya:

ID Property : JN1I5G0B
Booking ID : JPYWI55J

Namun, tidak lama pihak Travelio memberikan saya pesan WhatsApp yang memberitahukan bahwa pesanan saya harus dibatalkan karena unit tersebut rupanya telah disewa melalui provider lain. Pihak Travelio mengusulkan untuk mengganti dengan unit apartemen lain yang sangat berbeda dengan apa yang saya pesan. Akhirnya saya memutuskan untuk meminta refund. Saya mengerti bahwa tanggal 22 Desember 2018 jatuh pada hari Sabtu maka saya tanya berapa lama proses refund tersebut dan mereka menjawab 2-5 hari kerja.

Saya tidak pernah mendapat email mengenai kasus ini maupun pesan WhatsApp berisi follow up mengenai status refund saya. Akhirnya saya menelpon ke call center dan mendapat jawaban bahwa refund tersebut masih waiting list dan diperkirakan akan kembali pada tanggal 31 Desember 2018.

Yang mengejutkan lagi, saya dikirimi email untuk check in di properti yang terbatalkan tersebut. Hal itu tentu saja membuat saya panik namun jawaban customer service masih belum memuaskan. Membandingkan dengan provider lain dimana pembatalan booking seperti ini terjadi, menurut saya pihak Travelio tidak transparan dalam memberikan jawaban. Terlebih mengingat mereka hanya mengontak saya melalui WhatsApp. Berbeda dengan provider lain yang terang-terangan memberikan saya solusi untuk mengembalikan dana tersebut dan ada informasi jelas bagaimana status refund tersebut berjalan.

Berikut saya kirimkan detail percakapan saya dengan pihak Travelio berikut screen capture email-email yang mendukung keluhan saya (redaksi tidak menerima lampiran dimaksud, red) . Semoga dengan naiknya keluhan saya di media konsumen, dapat membantu mempercepat proses berjalannya refund dan sebagai review untuk konsumen lain yang hendak bertransaksi melalui Travelio.

Rezha Maharoh
Tangerang, Banten

Artikel ini adalah buatan pengguna dan menjadi tanggung jawab penulisnya.
Berikan penilaian mengenai Travelio:
[Total:12    Rata-Rata: 1.5/5]
Tanggapan Travelio atas Surat Bapak Rezha Maharoh

Salam hangat dari Travelio, Sebelumnya, mohon maaf sekali atas ketidaknyamanannya. Kami cek, untuk pemesanan tersebut adalah dengan detail : Guest...
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3 komentar untuk “Pelayanan CS Travelio Tidak Professional dan Proses Refund Tidak Transparan

  • 8 Januari 2019 - (08:33 WIB)
    Permalink

    Baru dengar ada aplikasi Travelio… Itu aplikasi buatan dalam negeri apa gimana yah? ?

  • 10 Juli 2020 - (08:10 WIB)
    Permalink

    DO NOT SIGN A CONTRACT WITH TRAVELIO. THEY ARE PREDATORS ESPECIALLY IF YOU ARE AN EXPAT OR FOREIGNER. If you are looking for an apartment, go straight to the apartment building and ask to see apartments at their front desk or after you find out the unit number you want from Travelio. I am among many other foreigners cheated into signing a contract with Travelio to rent Galeri Ciumbuleuit 2 in Bandung, which requires you to make a full payment with no possibility of refund, even for a full year. Their room boy / sales contact (Fachrul) told me that I would not have to pay for maintenance – only water and electricity. But the contract said that the tenant would be responsible for maintenance service charges too. I refused to sign the contract unless they amended it but they said it was computer-generated and couldn’t be changed so I said to get the owner to pay the whole year ‘ s maintenance in advance and then I would sign it. He called a man called Kevin and I thought he was the owner so I asked Mr Kevin to pay up for the whole year’s maintenance and then I would sign the contract. He said ‘OK’. Days later, the boy room called and said the payment was settled so we could meet to sign the contract. I shouldn’t have trusted them. It was a straight out lie. Later, I started getting emails, whatsapp messages and phone calls demanding that I pay maintenance (not the owner) as it says so on my contract and I demanded an explanation. The room boy said to contact Kevin who turned out to work at Travelio’s admin office. He said he would follow up and never got back to me. Three months of no maintenance payments and they cut off your electricity and water supply until you pay maintenance that the room boy said would be paid by the owner. That left me with 7 months of paid rented accommodation with no water and electricity. What a scam! Travelio is a bunch of criminals. Stay away from them !! DO NOT TRUST TRAVELIO. THEY ARE LIARS AND CHEATS !!

    Maria Alaguru
    Bandung

  • 21 Juli 2020 - (23:57 WIB)
    Permalink

    Travel and Expat Warning: Beware of Travelio DO NOT SIGN A CONTRACT WITH THESE PREDATORS ESPECIALLY IF YOU ARE AN EXPAT OR FOREIGNER. If you are looking for an apartment, go straight to the apartment and ask to see apartments at their front desk or after you find out the unit number you want from Travelio. I am among many other foreigners cheated into signing a contract with them which requires you to make a full payment with no possibility of refund,even for a full year. Their room boy/sales contact told me that I would not have to pay for maintenance – only water and electricity but the contract said that the tenant would be responsible for maintenance service charges too. I refused to sign the contract unless they amended it but they said it was computer generated and couldn’t be changed so I said to get the owner to pay the whole year’s maintenance in advance and then I would sign it. Days later, the room boy called and said the payment was settled so we could meet to sign the contract. It was a total lie. Later, I started getting emails, whatsapp messages and phone calls demanding I pay maintenance. Three months of no maintenance payments and they cut off my electricity and water supply leaving me with 7 months of paid rented accommodation with no water and electricity. Luckily I was stuck abroad unable to cross borders due to the pandemic. They then wrote to accuse me of not paying maintenance for 6 months (which their staff said I wouldn’t have to pay) and cleared out my apartment with all my belongings there. What a scam. Travelio is a bunch of criminals. Stay away from them.

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