Western Hormozgan province enjoys a relatively favorable position in terms of its tourism potential and the diversity and abundance of eco-lodges. Nevertheless, limited research has been conducted on guest satisfaction with these eco-lodges. This study aimed to identify and prioritize the factors affecting tourist satisfaction and dissatisfaction with eco-lodges in western Hormozgan.

A qualitative content analysis was performed on1418 online reviews from five travel platforms—Jabama, Iranbomgardi, Shab, Otaghak and Homsa—covering the period 2021-2024.The data were processed and coded in MAXQDA2020 software using a three-stage coding process: open, axial and selective. Coding reliability was assessed using Kappa coefficient and the Shannon Entropy method was employed to rank the factors.

The analysis revealed a significant distinction between the antecedents of satisfaction and dissatisfaction. Satisfaction, derived from 20 codes, was categorized into three main factors: Lodge Environment, Human Resources and Marketing. Dissatisfaction, identified through 71 codes, was influenced by three primary factors: Deficiencies in Service Delivery, Deficiencies in Human Resources, and Shortcomings in the Lodge Environment. Key satisfaction factors included cleanliness and staff respectfulness, whereas the primary drivers of dissatisfaction were remote location, high price and lack of privacy.

According to the findings, the antecedents of tourist satisfaction and dissatisfaction with eco-lodges are not necessarily identical. Furthermore, the tendency for users to express dissatisfaction more frequently in online reviews was reaffirmed. This study provides eco-lodge managers with a prioritized evidence-based practical framework, demonstrating that enhancing competitiveness requires amplifying satisfaction drivers while addressing those that cause dissatisfaction.