Contact Forms vs. Online Booking: What Rental Businesses Need to Know

A contact form is a standard feature on many rental websites. It typically includes a few fields like name, email address, and a message box, followed by a submit button. Instead of calling or emailing, customers fill out this form to reach you, often to ask about availability or request a quote.

Many rental businesses rely on a contact us form because it gives them more control.

Common reasons why rental businesses still use contact us forms include:

• Reviewing requests before confirming
• Preventing booking mistakes through early communication
• Planning availability around staff or changing schedules

There’s still a place for contact forms, particularly if your rentals are complex or if you prefer to screen each booking personally. But they may no longer be the best fit for every situation. Customers today often expect to browse, check availability, and book immediately. If you rely only on contact forms, you could be adding unnecessary steps that cause people to drop off before completing a booking.

Contact forms on websites have long been a reliable way to manage rental enquiries. They give you time to review requests, confirm availability, and respond when it suits your schedule. But as customer expectations change, it’s worth thinking about whether this approach is still working in your favour.

For example, if a customer needs to book a bicycle for the weekend or a wheelchair for a visiting relative, they’re likely not planning far in advance. They need to see what’s available, understand the price, and complete the booking quickly. If they fill in a contact us form, they may be left wondering whether their booking is confirmed, which can create uncertainty. That doubt might lead them to look for a competitor who offers instant online bookings, just to be sure the equipment will be ready when they need it.

This shift isn’t limited to the rental industry. People are now used to booking hotel rooms, restaurant tables and fitness classes online, with immediate confirmation. That same level of convenience is increasingly expected when it comes to renting equipment.

Recent research shows just how much online booking influences customer decisions:

• 69% of customers are more likely to choose a business that offers online booking.
• 59% of customers say they would consider a competitor if online booking is not available.
• 50% of customers may decide not to book at all if there is no online option.

Together, these numbers highlight a growing demand for speed, certainty and ease of use. When customers are ready to book, they want the process to be quick and straightforward, without waiting for someone to follow up.

Website contact forms still have a role, especially for customised or high-value rentals. But if they are the only option you offer, they may be holding back customers who are ready to book then and there. By making the process faster and more transparent, you can reduce friction and capture more bookings in the moment.

If you’re still using contact forms for websites, you’re not alone. Many rental businesses continue to rely on them for good reasons. They offer flexibility and allow you to stay closely involved in the booking process, which can be helpful depending on the nature of your services. Here are a few common reasons businesses stick with forms:

• Maintaining a Personal Touch: You might prefer to speak with each customer directly before confirming a booking, especially if their needs vary.
• Staying Involved in The Process: Handling each request individually gives you a chance to check availability, ask follow-up questions or plan around other commitments.
• Avoiding Mistakes: With more complex rentals, a quick conversation can prevent miscommunication or incorrect bookings.
• Keeping Things Simple: If you’re not confident with tech, a contact form can feel easier to manage than setting up an online booking system.

There are situations where contact forms are still the right fit for certain types of rentals or business models. For example:

• Custom rentals or high-ticket items, where you want to ensure the customer’s requirements are fully understood before confirming anything.
• Side hustles or seasonal rental businesses, where availability changes frequently, and you prefer to approve bookings one at a time.

In these cases, contact forms aren’t a fallback. They’re a thoughtful choice that allows you to stay hands-on when it matters most. That being said, many of these needs can also be handled with rental software. Tools like custom questions and flexible scheduling options can give you the same level of oversight while still offering customers a seamless booking experience.

Both contact forms and online booking systems can help manage customer enquiries, but the experience they create is very different. If you’re still using a basic contact form, it’s helpful to understand how the two compare, especially from the customer’s point of view.

Contact forms collect information so you can respond later. The process is manual. Customers fill in their details and wait for a reply, which may come hours later or the next day.

Online booking systems allow customers to see availability, choose what they need, and confirm their booking instantly. Everything is handled in real time.

• Speed: Contact forms require follow-up. Online bookings confirm instantly.
• Availability: Contact forms don’t show what’s available. Booking tools do.
• Booking Process: Contact forms are manual. Online systems are automated.
• After-Hours Access: Contact forms depend on when someone can reply. Online booking works 24/7.
• Admin Load: Contact forms increase back-and-forth. Booking tools reduce admin.
• Customer Experience: Contact forms can leave customers wondering if their booking has gone through. Online systems give immediate confirmation and peace of mind.

It’s understandable to feel cautious about switching to online booking, especially if you’re used to being closely involved in each step of the process. But the right booking system doesn’t take that away. It can give you more flexibility in how you manage rentals day to day.

You can set your own availability, block off times as needed, and include custom questions to gather the information you need upfront. You stay involved in the process while giving your customers a faster and more seamless way to book.

If a basic contact form has worked well for you so far, there’s nothing wrong with that. But if you’re looking to reduce admin, avoid unnecessary back-and-forth, and make it easier for customers to say yes, an online booking tool can support all of that while still fitting the way you like to work.

If you’re looking to improve the booking experience for your customers without losing visibility over what’s coming in, there are simple tools that can help. These can either replace contact forms entirely or work alongside them to give customers more clarity and speed when they’re ready to book.

A booking widget is a tool you can add to your website that lets customers pick the item they want, choose a time, and confirm their rental directly. Instead of waiting for someone to reply, the customer gets immediate feedback and a clear next step. It keeps the process moving and reduces the chance of losing the booking.

Customers don’t want to guess whether something is available. Real-time availability shows them exactly what’s in stock and when, so they can make informed decisions. This is especially useful for rental businesses with limited quantities or high-demand items, like e-bikes or event equipment.

Once someone makes a booking, an automated confirmation can be sent straight to their inbox. This reassures the customer that everything went through successfully and gives them all the key details upfront. You can also include follow-up messages with reminders, location info, or what to bring, without having to send anything manually.

None of these tools requires advanced technical skills. Most rental software includes them as standard, and once they’re set up, they run quietly in the background, helping you deliver a smoother experience with less admin.

Moving away from contact forms doesn’t mean handing everything over to automation or changing how you run your business. With the right booking setup, you can still guide the process and stay involved in the areas that matter most. Modern rental software allows you to:

• Block out specific days or times when items aren’t available.
• Add buffer times between bookings.
• Ask custom questions during the booking process to collect the details you need upfront.

These tools help you shape the experience and make sure you’re prepared for each rental, without needing to manually confirm every booking.

You don’t need to be tech-savvy to make the switch. Most rental software includes a booking widget that you can easily embed on your website. The widget can be configured to suit your setup, whether you need to limit pickup times, add required questions or adjust availability. You can even customise it to match your brand colours so it feels like a natural part of your site. Once it’s set up, the system takes care of the routine admin so you can stay focused on running your business.

Moving from contact forms to online booking doesn’t mean stepping back. You’re still actively guiding how bookings come in, just with fewer delays.

Customer expectations around booking have shifted, and many now prefer a process that is clear, quick and available when it suits them. While contact forms still have their place, relying on them alone can make it harder for people to follow through, especially when they are ready to book straight away.

Hubtiger’s rental software offers a simple way to improve the experience. With a customisable booking widget that fits into your website and reflects your brand, you can make it easier for customers to book without adding more admin to your day. It is a practical alternative to contact forms that supports both your business and your customers.