FAQ

FAQ


General  

-What is Mobile Hotspot?

Mobile Hotspot is a wireless portable router device that connects any WiFi enabled device (smartphones, tablets, PCs) to 3G internet without any cable, installement or software requirements. By using a Mobile Hotspot you will avoid expensive data roaming charges and you won’t have seek free WiFi everytime you need an internet connection.

-What is Hotspot with Digital Guide?

Hotspot with Digital Guide is a travel guide on a 7″ tablet specifically designed for travelers visiting Turkey. Upon your reservation Rent’nConnect (RnC) will provide you with an Android tablet with 3G Hotspot feature and unlimited Wifi access where available. In this guide you will find useful apps like taxi calling(which tracks the route and gives you approx. price so you don’t get scammed), food delivery, maps, movie and music streaming, games and an enhanced city guide (For İstanbul and Antalya at the moment). And of course we will gladly install any app of your choice if you let us know before your arrival.

-How many devices can I connect?

You can connect up to 10 devices to Mobile Hotspot and up to 8 devices to Hotspot with Digital Guide. Please note that all the connected devices will share the connection speed, so all devices connected at a time could slow down your connection noticeably.

- What kind of device will I receive?

Our Mobile Hotspots: Pocket wifi

Our Hotspots with Digital Guide: 7 ” Tablet

- Can I put the SIM card in another mobile device?

The SIM card included with your device is intended to be used with the device provided to you.

- How much do you charge for deposit? 
For the Mobile Hotspot (pocket wifi),  we do not charge or put a hold on your credit card.

For the Mobile Hotspot with Guide (tablet), we do take an ‘authorization hold’ on your credit card as security which gives us permission to charge you in case something drastic happens. The hold amount is 100 Eur. If you don’t have a credit card you may pay the security deposit in cash.

- What is the fair usage limit for the internet ?
The fair usage limits are set by the operators, and subject  to change, however typically 15 GB of access is allowed during a week. Once the fair usage amount is reached, the speed of access shall decrease to 2G.

- If I go over the fair usage limit, how can I add additional 3G access?
We offer daily additional packages that you can add to your usage during your rental, please contact us for additional data needs.

- What is pre-loaded in the tablets?

The tablets are pre-loaded with our proprietary application specifically designed for tourists visiting Turkey. We have also included a handpicked selection of applications that  will help make your stay even better. These apps include but are not limited to:

  • Camera
  • Skype
  • Taxi calling (Bitaksi)
  • Yemeksepeti (Food delivery)
  • Museums (Sakıp Sabancı Müzesi, İstanbul Modern)
  • Ticketmaster-Biletix
  • Google Maps
  • Local guide applications
  • Accuweather
  • Viber
  • Social apps (facebook, twitter, pinterest, linkedin, foursquare)
  • news, games, movies, and much more…

- Can I load my own applications? 
Currently the applications are limited to only the pre-loaded ones. However if there are any specific applications you would like to use or try during your stay please inform us in advance.

- Can I use SMS or make calls?
No, unfortunately currently we do not support use of SMS or calls on our devices.

- What happens to my personal information and data?
All devices are fully reformatted back to brand new factory condition so that no personal information is ever stored.

- What are the charges for lost/stolen devices?
Please see our Terms and Conditions here.

 

Coverage

-What is the coverage like?

Rent’nconnect partners with the leading mobile telecom operators in Turkey to provide you fastest and most secure connection available.While there will always be great coverage in populated cities and towns, if you are traveling to uninhabited areas we recommend you contact us so that we can verify the coverage.

-Is there coverage on a cruise / out at the sea?

Rent’nconnect offers great coverage on land, but maritime coverage will vary on your distance out at the sea. We recommend that you check with the cruise operator if there is mobile data coverage on the cruise.

-What if there is no coverage where I am traveling to?

In  the exceptional situation that there is no coverage at your travel destinations, you can cancel your RentnConnect rental.

 

Delivery / Pickup

-What shipping options are available?

Airport

  • Istanbul Atatürk Airport (IST)

    • When you arrive at Istanbul Ataturk International Airport, you can pick up your hotspot device from TAV Primeclass Office.  You can see the location of the office in the attached map and below instructions.
    • The office is located in the international arrival terminal. After the baggage claim area and exiting from arrival gate, please turn right and go straight (follow the yellow line on the floor) until you see Starbucks Coffee in front of you. Rent ‘n Connect desk will be in front of you immediately after passing Starbucks Coffee
    • You will be asked to show your passport and Reservation number (Reservation ID) and you will be requested to sign the customer delivery list.
    • You can contact us anytime for any questions, or issues regarding your delivery, Customer Support: +90 850 885 1596
    • Additional Information: The delivery at the airport is handled by TAV Airports. If you would like to have any of TAV Primeclass Services such as Assist Services, Fast Track and CIP Services by greeting you at the apron, please contact us and we can arrange it for you.

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  • Istanbul Sabiha Gokcen Airport (SAW)

    • Person on duty will wait you at the arrival gate exit immediately after the baggage claim at your arrival time of your plane. He will be holding your name written on paper and when you look around at the exit gate you should be able to see him.

  • Ankara Esenboğa Airport(ESB)

    • When you arrive at Ankara Esenboga Airport, please go to the Information Desk / Danışma which is located after the baggage claim area. Using the phone at the Information Desk, please call
    • the extension number 4092 . (If you have any trouble locating the information desk, you can call from any phone and dial +903125904096 international terminal, or +903125904097 for domestic terminal.)
    • You will be asked to show your passport and Reservation number (Reservation ID)  and you will be requested to sign the customer delivery list.

  • Izmir Adnan Menderes Airport (ADB) 

    • When you arrive at Izmir Adnan Menderes Airport, please go to the Information Desk / Danışma which is located after the baggage claim area. Using the phone at the Information Desk, please call;

the extension number 4477 .  (If you have any trouble locating the information desk, you can call from any phone and dial                                             +902322550000 for domestic terminal.)

    • You will be asked to show your passport and Reservation number (Reservation ID)  and you will be requested to sign the customer delivery list.

 

  • Milas-Bodrum Airport (BJV)

    • When you arrive at Milas Bodrum Airport, please go to the Information Desk / Danışma which is located after the baggage claim area. Using the phone at the Information Desk, please call;

the extension number 6329 .  (If you have any trouble locating the information desk, you can call from any phone and dial                                           +902525230101  for domestic terminal).

    • You will be asked to show your passport and Reservation number (Reservation ID)  and you will be requested to sign the customer delivery list.

 

  • Dalaman Airport (DLM)

    • When you arrive to Dalaman airport , in front of the terminal you should be  able to see Individual meeting point. Could you please go to Desk 22 to pick-up your device . Your name should be written at the desk as well

 

  • Trabzon Airport (TZX)

    • Person on duty will wait you at the arrival gate exit immediately after the baggage claim in Trabzon Airport at your arrival time of your plane. He will be holding your name written on paper and when you look around at the exit gate you should be able to see him.

  • Antalya Airport (AYT)

    • When you arrive to Antalya Airport you can receive your device at Desk 33 in Terminal 2.

 

  • Ordu-Giresun Airport (OGU)

    • Person on duty will wait you at arrival gate in Ordu-Giresun Airport at your arrival time of your plane.

    • He will be holding your name written on paper and when you look around at the exit gate you should be able to see him.

 

- Please contact us if there is an issue during the delivery,

Customer Support: +90 850 885 1596

 

-Can I place a last minute order?

For Istanbul:
Rent’nConnect can deliver your device same day if you place your order before 12.00 am, and next day if you place your order after 12.00. If your delivery request is last minute, and need to be delivered on Sunday, please contact us for availability.

For All other locations:
Rent’nConnect will ship your device same day if you place your order before 12.00 am, and latest next day if you place your order after 12.00 during the weekdays. Your device will be delivered to your location of pick-up in upto 2 business days.

 

 

Return

-How can I return the device after the rental period?

Airport

Important note:  please return the device before passing through passport control. After passport control it is not possible to return except sending from your country.

 

  • Istanbul Atatürk Airport (IST)

    • You can drop off to Rent ‘n Connect desk (stand) which is located at International Arrival Level at the very end of the corridor next to Starbucks Coffee.
    • You will be asked to show your reservation ID  number and a return coupon will be given to you once you returned the device and you will be requested to sign customer return list as well.
    • If office is closed, you can also place the return box with Emanet Bagaj / Left Luggage store or PTT Post Office located in the international arrival level (near Starbucks coffee and open 24 hours).
    • Please contact us if there is an issue during the shipment, Customer Support: +90 850 885 1596
  • Istanbul Sabiha Gokcen Airport (SAW)

    • At Sabiha Gokcen Airport, please return the device before passing through passport control. After passport control, it is not possible to return except sending from your country

    • You can choose one of the below options to ensure safe return of the devices and avoid any additional charges:
      • Post Office (“PTT”) is located at international arrival level at the end of the corridor (open at 08:30 – 17:00), you will need to fill-out a simple form and hand the box with the form to the PTT staff.
      • If PTT is closed you can return at Emanet Store / Left Luggage located on the international arrival level and near PTT office (open 24 hours)

 

  • Ankara Esenboğa Airport(ESB)

    • You can drop off to TAV Primeclass Offices. You need to contact the office by calling 4092 number by using the phone from Information Desk / Danışma at the airport.
    • You will be asked to show your Reservation ID and  return coupon will be given to you once you returned the device and you will be requested to sign customer return list as well.

 

  • Izmir Adnan Menderes Airport (ADB) 

    • You can drop off to TAV Primeclass Offices. You need to contact the office by calling 4477 number by using the phone from Information Desk / Danışma at the airport.
    • You will be asked to show your Reservation ID and  return coupon will be given to you once you returned the device and you will be requested to sign customer return list as well.

 

  • Milas-Bodrum Airport (BJV)

    • You can drop off to TAV Primeclass Offices. You need to contact the office by calling 6329  number by using the phone from Information Desk / Danışma at the airport.
    • You will be asked to show your Reservation ID and  return coupon will be given to you once you returned the device and you will be requested to sign customer return list as well.

 

  • Dalaman Airport (DLM)

    • You can return the device in the  Individual meeting point at Desk 22.

  • Trabzon Airport (TZX)

    • At MyCar Rent a Car Office in the Domestic Terminal Arrival level

    • At the small market on the left once you enter in the International Terminal Departure Level.

 

  • Antalya Airport (AYT)

    • You can return the device  at Desk 33 in Terminal 2.

 

  • Ordu-Giresun Airport (OGU)

    • You can return the device at Sixt Rent A Car office.

 

- Please contact us if there is an issue during the return,

Customer Support: +90 850 885 1596

 

Hotel

  • We will arrange pick-up from the hotel after your departure and contact the hotel staff for return arrangement.

    • Your hotel can be different from the initial selection, and out of Istanbul.

 

Apartment / Airbnb / Residence & other 


  • Please contact us from +90 850 885 1596 for confirmation and instructions.

 

Managing your order

-Can I change my booking information after placing an order?

 Please contact us if you want to make any changes regarding your reservation.

-Is it possible to extend my rental during my reservation?

It is always possible for you to extend your rental. To do so, you can always contact us.

-How can I cancel my reservation?

You can cancel your reservation without any penalties 1 day before your reservation’s starting date. Otherwise we will charge you for the delivery cost and refund you the rest of the amount.

 

Pricing / Billing

-How much is the rental fee?

Please see the pricing page for pricing details.

-How can I pay my reservation?

Rent’nConnect accepts Visa, Mastercard and American Express along with the Paypal payment option.

-I have a Discount Code , how can I apply it to my rental?

You can enter the discount code in the Apply Promo / Voucher field in the booking form, and the discount shall be applied immediately.

-When will I be billed?

You will be billed immediatly upon your reservation.

-Do prices include VAT?

18% VAT shall be added to the rental fee.