Member Support

With the spread of COVID-19, we recognize that most people are restricting their travel. We commend the sacrifices people are making for the greater good. If you have concerns about upcoming travel plans, please reach out to us or the hotel directly. We all love to hear from you and help you in any way we can.

Our Partner Hotels have created extensive cleaning and coronavirus mitigation policies. Because each hotel is delightfully different, there is no one-size-fits-all policy for our Partners. Therefore, on each Partner’s profile page, we link you to the latest information straight from the source.

Similarly, each Partner Hotel has their own cancellation policy and many hotels are modifying their standard cancellation policy given these circumstances. So please reach out if your travel plans change, or if you have concerns about making reservations for the future. 

Before you book travel, we encourage you to review your destination's quarantine policy. Many cities and states require quarantine for our out of state travelers. 

Some of our Partner Hotels are temporarily closing. In such cases, they will reach out to anyone with a reservation directly.  For future bookings, a hotel’s room availability on our site should reflect its  status or its current plans to reopen. If you have questions on a specific hotel's polices during this time, or their status, please visit their website directly as this will have the most current (ever-changing) information.

Independent hotels, like other locally-owned businesses, are being hit especially hard by this crisis. We encourage you to support your local businesses now – and independent hotels after this crisis has passed. We look forward to a time when we can all return to our passion — travel.

Until then, take care of yourself and each other and be well.

We're here for you. Call us at 866.229.1204 (available M-F 5am-7pm PST and S-S 7am-5pm PST), or email us via the form below, and we will get back to as soon as possible. 

Check out our FAQ page for general questions about the program.

All fields marked * are required.

1. Your contact information

2. Select an inquiry type

How do I earn points?

It’s simple: Book on our website, earn points. You get 5 points/dollar for stays at Partner Hotels, and 1 point/dollar for stays at all other hotels.

When you’re staying at a Stash Partner Hotel, make sure to:

  1. Tell the front desk at check-in that you're a Stash member.
  2. Confirm that the hotel has your Stash ID (your email address) in their system.

Please note: Your points will show up in your account within 2 weeks of check out.

 

3. Questions/Comments

Your Stash account ID is your email address. There are no cards to carry or numbers to remember.

When you’re staying at a Stash Partner Hotel, make sure to:

  1. Tell the front desk at check-in that you're a Stash member.
  2. Confirm that the hotel has your Stash ID (your email address) in their system.

3. Questions/Comments

How do I book a stay using Stash?
  1. Click Book Now
  2. Search by city or hotel name, travel dates and number of occupants
  3. Select your hotel - you will be taken to their page for more information
  4. Scroll down or click “See rooms & rates” to view available results  
  5. Make your selection and complete your booking!

Please note: If there is a Stash Partner Hotel in the city in you searched, it will appear at the top of your search results. For Partner Hotels, you have the option to view rates in points as well as dollars. Non-Partner Hotels are not bookable with points.

*If you are inquiring about an existing reservation, please include the name of the hotel, dates of your stay and booking number. You can also reach us at 866.229.1204 (available M-F 5am-7pm PST and S-S 7am-5pm PST).

How do I book a stay using my Stash Points?
  1. Click Book Now
  2. Search by city or hotel name, travel dates and number of occupants
  3. When search results appear, click “Pay with Points” to view redemption rates
  4. Select your hotel - you will be taken to their page for more information
  5. Scroll or click “See rooms & rates” to view available results  
  6. Make your selection and complete your booking!

Please note: If there is a Stash Partner Hotel in the city in you searched, it will appear at the top of your search results. For Partner Hotels, you have the option to view rates in points as well as dollars. Non-Partner Hotels are not bookable with points.

*If you are inquiring about an existing reservation, please include the name of the hotel, dates of your stay and booking number. You can also reach us at 866.229.1204 (available M-F 5am-7pm PST and S-S 7am-5pm PST).

WE'RE HAPPY TO HELP YOU TRACK DOWN YOUR POINTS. BEFORE YOU SUBMIT YOUR INQUIRY, HERE'S SOME HELPFUL INFO: 

I didn't get points for my recent stay.
  • It can take up to 2 weeks after you check out for points to show up in your account.
  • To get your points for a stay at a Stash Partner Hotel, you must make sure the hotel front desk has your email address in their system before you check-out. Your email address is your Stash account ID.
  • You must be a Stash member before check-out in order for your stay to be eligible for points, per our Terms.
  • Not all stays are eligible to earn Stash Points. See our Terms for stay eligibility details.
I didn't get the right number of points for my stay.
  • Points for Partner Hotel stays (booked on our website or through the Partner Hotel directly) are awarded at a rate of 5 points per dollar.
  • Points for Non-Partner Hotel stays (booked on our website only) are awarded at a rate of 1 point per dollar.
  • Points are awarded on room revenue before taxes and fees.
  • You can earn points for up to 29 consecutive nights of an extended stay.
  • You can earn points for up to 2 rooms during a single stay..
  • See Terms for more details.

3. Provide information below

We'll review your stay for eligibility and update your account appropriately.
Note: In some cases we may require a copy of your folio 

If you are inquiring about points for a Non-Partner Hotel, please select Other from the list below, and indicate the specific hotel name in the comments.

3. Tell us about this hotel

We’re always on the lookout for distinctive, independent hotels to partner with Stash. Like you, we believe in the power of a good hotel to give meaning to travel — so we’re interested in places with soul. If you think you’ve found one, please let us know — no one’s better qualified than our members.

 

By submitting your comments and clicking the “Submit” button below, you grant Stash Hotel Rewards the unlimited right to use, publish and disclose your feedback and personal information as provided above for any and all purposes and in any and all media channels. You agree that your recommendation reflects your personal experience and belief.

Thank you for your recommendation. Check back soon — we add new hotels and locations all the time.

3. How are we doing?

We want to make Stash rewards a great experience. Please share your comments here. Your feedback is appreciated!

We hate to see you go!

 

  • If you feel we are sending you too much email, you can unsubscribe from marketing email in My Account: Select "My Preferences" and update your "Email Preferences".
  • If you still wish to close your account, you can do so here. You will be prompted to enter your password before confirming the cancellation of your account.
  • Cancelling your account will result in the forfeiture of any points earned.
  • We welcome you to enroll again in the future, but you will not be able to reclaim points from your old account.
  • If you leave, you won't earn points to use for free stays at Stash Partner Hotels around the country.

Reason:

3. Questions/Comments

Do you have a question that doesn't fall into any of the other categories? Ask us here, and we'll get back to you as soon as we can. You may also want to look at the FAQ page.