Case Study
How a 4-Suite Boutique Hotel Delivers 5-Star Concierge Service with Zero Hassle
Laloon Luxury Suites partnered with Localbird to transform their guest experience, save precious time, and create new revenue streams through seamless activity bookings.
About Laloon Luxury Suites
An intimate boutique hotel in Costa Rica's Santa Teresa, designed for upscale adult travelers seeking privacy and indulgence.
Laloon Luxury Suites is an intimate 4-suite boutique hotel perched in the lush hills of Santa Teresa. Co-owned by Roni Keller and her husband, Laloon caters exclusively to upscale adult travelers — often honeymooners and couples seeking privacy and indulgence.
The property offers private plunge pools, panoramic ocean views, and a serene atmosphere. As Roni describes it, Laloon is 'definitely more expensive than the average place here… like a honeymoon suite. People that come here like to be indulgent, try new things, and they're well off.'
The Kellers moved from the United States to Costa Rica, bringing with them a high standard for personalized service. But with only two owners and a tiny staff, delivering that level of concierge service was a serious challenge.
Location
Santa Teresa, Costa Rica
Property Type
4-Suite Boutique Hotel
Target Market
Adults-only, upscale travelers
Unique Features
Private plunge pools, ocean views
Staff Size
2 owners + minimal support staff
“We were constantly answering right away and doing this and doing that... We wanted to make sure the customer is always happy.”
The Challenge: High-touch Service, Limited Staff
Roni and her husband set out to provide attentive, 'anything-you-need-right-away' service, but being a small operation meant wearing many hats.
Manual Coordination
Roni handled guest requests personally, calling local taxi drivers and tour operators for every ATV tour or airport pickup. This ad-hoc approach was time-consuming and limited to a few known providers.
24/7 Guest Inquiries
With no on-site concierge desk, Roni felt obligated to respond immediately via WhatsApp. She was often juggling messages late into the evening to keep luxury clients happy.
No On-site Dining
The property lacks a full restaurant or in-room kitchens. Guests frequently asked for dinner recommendations, private chefs, or food deliveries, which were tricky to fulfill.
Liability & Stress
If a tour guide ran late or shuttle broke down, Roni was on call to fix it. This pulled her away from other duties and created emotional stress as the sole point of responsibility.
The Solution: Localbird as an 'Invisible' Concierge Partner
Implementing Localbird was a game-changer for Laloon, providing seamless integration and immediate relief from daily coordination tasks.
Simple Integration
All it took was adding a simple link in the welcome message. Guests receive a WhatsApp message with Localbird presented as Laloon's concierge service.
Seamless Experience
Guests browse and book verified activities, tours, spa services, or transportation through the Localbird platform at their leisure, with no involvement needed from Roni.
Revenue Sharing
Laloon earns a healthy commission on every tour or service booked through the platform, automatically, while Localbird handles all vendor relationships and issues.
“Localbird is sort of working for us - they represent us, and they are doing it in a good way. So I'm very happy with the service.”
Results & Benefits: Time Saved, Happy Guests, New Revenue
Localbird has effectively become Laloon's virtual concierge, with benefits felt immediately across all aspects of the business. From taking care of guest special requests to helping them order shuttles and cars.
“Of course I recommend Localbird. It'll take a lot off you... You get part of the commission without doing any of the work. You're just referring, and it's gonna save you a lot of time, while increasing your revenue.”
Going Above and Beyond: The Private Chef Story
How Localbird turned a challenge into a memorable experience
In early 2025, a newlywed couple arrived at Laloon, eager to make their honeymoon unforgettable. Their dream? A private chef to prepare a romantic dinner just for them, right in the comfort of their suite. But there was a problem: Laloon's luxurious suites—while stunning—only offered wet bars, not full kitchens. Hosting a chef for an in-room gourmet experience simply wasn't possible.
Roni, always determined to go the extra mile for her guests, didn't want to deliver a disappointing 'no.' Instead, directed the couple to speak with the Localbird team.
What followed was a perfect solution orchestrated by Localbird's concierge team. After several calls and creative brainstorming, the Localbird support team unearthed a solution: they found a nearby venue that was perfect for an intimate, chef-led dinner. Working quickly, they secured the location, partnered with a talented local chef, and transformed the evening into a private culinary celebration.
The couple was thrilled—what started as a setback became the highlight of their honeymoon. Not only did they enjoy an incredible meal, but they also felt genuinely cared for, as if the entire Laloon team had moved mountains just for them. Best of all, Roni didn't have to stress or scramble behind the scenes; the Localbird team handled every detail.
'They talked to us first, there was communication back and forth seeing what we can do, and Localbird managed to do it,' Roni recalls. This level of service has boosted Laloon's reputation, with guests even praising the attentive concierge service in their 5 stars online reviews.
Key Performance Highlights
Activities & experiences booked through Localbird
Guest conversion rate using the concierge service
Reduction in time spent coordinating tours and transport
Average monthly commission earned passively
