Increasing competition and demanding ecotourists mean customer satisfaction is critical for any ecolodge business. Ecolodges are a unique accommodation type in the tourism market that attempt to represent ecotourism principles. This study uses Llosa's tetraclasse model to explore underlying satisfaction attributes within an ecolodge located on the island Kadavu, Fiji. Using semistructured interviews and focus groups, supplemented by online reviews, this study identifies key moments of positive and negative experience during guests' stay in the ecolodge. The results of this study provide ecolodges and other small-scale accommodation businesses with specific attributes that heighten satisfaction and identify those attributes that lead to dissatisfaction.
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