<![CDATA[Online hotel reviews can shape tourists’ perception and decision in the hospitality sector. They are valuable tools for evaluating the hotel's service quality, which influences organizational reputation. This study aims to investigate the tourists’ dissatisfaction as linguistically constructed through online hotel reviews by integrating the service quality (SERVQUAL) framework with the Appraisal System of Systemic Functional Linguistics. The study employs a qualitative descriptive approach to analyze 217 negative reviews of high- and low-ranked hotels in Garut, West Java, Indonesia, identifying 439 negative attitudinal instances with identifiable service-related targets. The findings reveal that Appreciation predominates (89.7%), followed by Affect (5.9%) and Judgment (4.3%). Across SERVQUAL dimensions, Tangibles (74.7%) and Reliability (16.9%) emerge as the primary targets of negative evaluation, particularly concerning physical facilities, cleanliness, and service delivery. Comparatively, high-ranked hotel reviews exhibit relatively greater proportions of Affect and Judgment, reflecting concerns about service expectations, professionalism, and trust, whereas low-ranked hotel reviews are predominantly characterized by negative Appreciation related to basic accommodation conditions. These findings demonstrate that evaluative resources and service quality dimensions are systematically related but do not exhibit fixed one-to-one correspondences. The study proposes an Appraisal–SERVQUAL Matrix as an integrated analytical framework for identifying how dissatisfaction is linguistically constructed and which service aspects are evaluated, offering insights beyond numerical hotel ratings and potential applications to other service contexts.]]>
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