From Google Forms to a booking site that runs itself.
Milo Pet Hotel in Tbilisi used to take bookings by phone, text and a Google Form per species, then verify, invoice and send receipts by hand. Since July 2026 its customers book on Milo's own site, and the front desk runs from one board.
- Tbilisi, Georgia
- On Boardinn since July 2026
- Boarding, grooming, vet care, pet taxi
- milopethotel.com
- 97%
- of bookings placed by pet owners themselves, not typed in by staff (67 of 69)
- 49%
- of those arrived while the desk was closed: evenings, nights and early mornings
- 69
- bookings in the first ten weeks on the new site
- 151
- stay photos and videos sent to owners since late September
- 30%
- of customers who booked have already booked again (13 of 43)
- 67
- invoices generated by the system from the bookings themselves
Counted from Milo's booking records, 25 July to 9 October 2026, and published with Milo's permission. Almost all of Milo's bookings now come through the site.
A form, a phone and a lot of evenings.
A booking used to start with a call or a message: the owner described the pet and its feeding, staff took notes, and then sent a short link to a Google Form. When the form came back, staff checked it, invoiced the customer by hand, waited for payment, sent a receipt and only then checked the pet in.
By the owner's estimate that meant two to five forms a day, each for up to three pets from one family, and three to five hours a day spent on bookings.
"It took at least 3 to 5 hours a day, and most of it was out of office hours, because most bookings are made at night."
What broke, and what replaced it
- The form only displayed properly in Chrome.The booking site works in any browser, on any phone.
- The same pet could be booked twice.A pet already booked for those dates cannot be booked again.
- Customers who extended a stay rarely filled the form in again.Owners change their own booking, and staff see it at once.
- Staff knew about a pet only if someone told them.Every arrival, stay and departure is on one day board.
- Walk-ins left when they were handed a form.They book on their own phone, at the desk or later.
Customers book. Staff confirm. The rest runs.
"Bookings are fun today. Customers book, we get an email, we check the booking and confirm it. Once that's done, the system does everything else."
Four steps, on any device.
Owners pick the pet, the services and the dates, and see the estimate before they confirm. Quote-only services such as grooming are booked now and priced by the hotel later. Vaccination reminders arrive by email under Milo's name, and photos and videos from the stay appear on the booking page.
"Pet parents are very happy to get photos and videos, and with how easy booking is, including the vaccination reminders."
The day on one board.
Arrivals, departures, pets in care, services to record and to schedule: staff work the day from one screen. Each booking opens into a workspace with its services, status history, notes and bill, and the invoice builds itself from what was booked and delivered.
"More time dedicated to the pets. I would miss the invoicing and the pet profiles most."
Booking and staff screens show a demo booking made on a copy of Milo's system. No customer data is shown.
One hotel's request, every hotel's feature.
Milo went live on Boardinn in July 2026. At a review with Milo's team that month, the hotel listed eleven changes, and they shipped the next day as platform updates. Every hotel on Boardinn has them now.
Updates reach every hotel automatically. There is nothing to install, and each hotel's own prices, texts and settings stay as they are.
- Cat sitting at the owner's home, with the address taken at booking
- Discount prices per service, shown with the old price struck through
- A short cancellation questionnaire, so the hotel learns why
- A deworming dose added automatically to long stays
- Free rental items such as a water dispenser, not only paid ones
- A pickup reminder the day before checkout, against pets left behind
Next on Milo's list: letting owners share their pet's stay photos and videos straight from the hotel's site, with the hotel credited.
"Simple, easy-to-use software that saves hotel owners and operators a ton of time. I highly recommend trying it out."
Photos of the hotel and its guests' reviews are on Milo's Google listing. Questions? Write to hello@boardinn.pet.