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CASE STUDY | LAS CATALINAS
How Las Catalinas strengthened sales performance with HubSpot CRM.
Las Catalinas is a coastal community on Costa Rica’s Pacific coast designed around a vibrant, walkable and sustainable way of living. As the commercial ecosystem around reservations, prospect management and guest communication became more complex, the team needed a clearer operating model.
STRATEGIA re-implemented HubSpot CRM, connected core communication channels, integrated Opera PMS and helped the team build a more connected commercial and service operation for Las Catalinas Doorway and Santarena.
Client snapshot
Las Catalinas Doorway + Las Catalinas Real Estates + Santarena Hotel
A hospitality operation combining real estate, vacation rental marketing, reservations management and boutique hotel experiences inside one premium destination.
- Industry: Real Estate | Vacation Rentals | Boutique Hotel
- Core challenge: Fragmented conversations and reservation workflows
- Systems involved: HubSpot CRM + Opera PMS + messaging channels
- STRATEGIA role: CRM implementation, integration, automation and ongoing support
THE CONTEXT
A premium destination needed one connected source of truth.
Las Catalinas had valuable demand coming through WhatsApp, Facebook, Instagram, email and website chat, but conversations were scattered across channels. Reservation and prospect data lacked centralization, and the team did not always have full visibility into each guest or prospect journey.
At the same time, the lack of direct integration with Opera PMS created manual work, delays and avoidable risk. STRATEGIA stepped in to centralize communications, create better contact visibility, reduce manual work and improve both service quality and commercial follow-through.
Beyond the CRM foundation, STRATEGIA has continued supporting the client with content, creativity and design as the Las Catalinas ecosystem evolved through Las Catalinas Doorway.
THE CHALLENGE
Prospect, reservation and guest communication lacked centralization.
The commercial operation had momentum, but the system behind it needed more structure, visibility and automation.
Las Catalinas
Las Catalinas Doorway
Santarena Hotel
Fragmented conversations
Prospect and guest conversations were spread across WhatsApp, Facebook, Instagram, email and website chat, making follow-up harder and less consistent.
No single guest record
The team lacked one place to see contact details, conversation history and commercial context for each prospect or guest.
Limited reservation visibility
Reservations staff did not always have a complete view of prior interactions, which reduced consistency and created missed opportunities.
Manual PMS handoffs
Without direct Opera PMS integration, reservation information had to be handled manually, increasing delays, duplicate work and the chance of errors.
THE SOLUTION
STRATEGIA implemented the CRM and connected the reservation ecosystem.
The work combined CRM structure, PMS integration, automation, team enablement and ongoing support tailored to premium hospitality operations.
HubSpot CRM as the central operating layer
STRATEGIA implemented HubSpot CRM as the main platform for guest and prospect management, with richer contact records and clearer commercial visibility.
Multi-channel communication centralized
WhatsApp, Facebook, Instagram, email and website chat were brought into one environment so the team could follow conversations with more speed and confidence.
Custom Opera PMS integration
STRATEGIA connected HubSpot CRM with Opera PMS so reservation information could flow with less manual intervention and better data accuracy.
Automation for service and nurturing
Workflows were created for reservation confirmations, check-in reminders, pre-arrival recommendations, lead nurturing and alerts for qualified opportunities.
Training and bilingual support
The reservations team received enablement to use HubSpot effectively, while STRATEGIA’s bilingual support strengthened lead nurturing for both U.S. and Latin American guests.
THE RESULTS
More control, less manual work and a better guest journey.
The result was not just a cleaner CRM. It was a more connected operating model for reservations, guest communication and commercial performance.
Less time spent on manual reservation tasks
The Opera PMS integration reduced manual work and helped the reservations team operate faster and with fewer avoidable errors.
Increase in conversion of interested prospects
More personalized follow-up and better visibility helped improve conversion across rental and purchase-related opportunities.
Communication history across the guest journey
The team now works with a more complete view of each relationship, which improves consistency in service and sales conversations.
Guest experience and service perception
Automated and relevant communications before arrival contributed to a smoother experience and stronger service delivery.
WHAT STRATEGIA DELIVERED
A hospitality-specific implementation built around real operational behavior.
STRATEGIA did not apply a generic CRM setup. The work was tailored to the reality of vacation rental marketing and boutique hospitality operations inside Las Catalinas. That included structuring pipelines, configuring detailed contact records, prioritizing qualified leads, automating guest messaging and supporting adoption over time.
As the Las Catalinas ecosystem evolved, STRATEGIA continued contributing through content, creativity and design to help the brand communicate its value more clearly.
Integrated channels
- Website chat
★★★★★
CLIENT REVIEW
High value implementation
“In the hospitality sector, having partners who understand the challenges of the industry is invaluable. Strategia optimized our HubSpot setup through a seamless re-implementation of the CRM and tailored workflows for vacation rental marketing for Las Catalinas Doorway and our boutique hotel Santarena. In just a few months we have been able to refine the adoption of several tools within the CRM that have allowed us to achieve a positive impact on customer service and improved sales performance. Their expert team provides bilingual support, boosting lead nurturing for US and Latin American guests, and we highly recommend them for their excellence, professionalism, proactivity and focus on results!”
READY TO APPLY THIS TO YOUR PROPERTY?
Turn fragmented hospitality systems into one connected commercial engine.
If your team is juggling reservation data, guest conversations and commercial follow-up across disconnected tools, STRATEGIA can help you build the structure, integration and workflows needed to operate with more clarity.