How can I get support for rewards?
If you have questions about your travel arrangements, you can reach out to the travel partner you booked through (either TravelBank or Spotnana) at any time from your Brex dashboard. To do this, go to the Rewards tab > Book flights and hotels and follow the instructions there to get in touch with a support agent.
If you aren’t sure whether your travel partner is TravelBank or Spotnana, feel free to reach out to Brex Support for guidance on who to contact.
Note: Dedicated booking support or travel agent consultation is not included.
Direct hotel outreach
Below is a list of some scenarios that may require you to contact the hotel directly, as changes, cancellations, or refunds cannot be handled by a Spotnana agent or through the Spotnana OBTOnline Booking Tool (OBT) when either booking with points or with a credit card.
You want to change a non-refundable hotel booking.
You want to change a refundable hotel booking after the 'change / cancel until' date specified by the hotel
You want to change a refundable or non-refundable hotel booking on or after the check-in date
You would like to request a refund or cancellation penalty waiver for a non-refundable booking or a refundable booking past the 'change / cancel until' date specified by the hotel's policy
You need to cancel your hotel booking after the check-in date
Nonrefundable bookings cannot be refunded and cannot accept changes or modifications. It's important to keep in mind that when you book a nonrefundable reservation, you are typically agreeing to pay for the entire stay regardless of whether you actually use the room or not. Nonrefundable bookings are offered by hotels to guarantee revenue, as cancellations and no-shows can be costly for them.
However, hotels may be able to process your request on a case by case basis. Please contact the hotel directly and explain the situation. They may be able to offer you a credit for a future stay or work with you to find a solution.
Crypto and gift card (TravelBank)
TravelBank is our partner for cryptocurrency and gift card redemption. They can also be contacted to help cancel or change any travel arrangements that were booked through their portal.
TravelBank agents are available 24/7, and can be reached via the following methods: