The global pandemic has had a huge impact on the tourism sector, forcing travel destinations to review their plans and use lockdown times to implement improvements. As a result, tourist destinations have thought deeply about the value of renovations and made use of periods of restricted activity. These improvements intend to maintain relevance and increase the allure for new and returning visitors. Given the lack of available research on customer satisfaction after the renovation of Tinago Falls in Iligan City, it is crucial for stakeholders in the tourism industry to explore and address the potential gaps in tourists’ satisfaction through targeted surveys and feedback mechanisms. Thus, the primary objective of this study is to determine the change of customer satisfaction of resident tourists within Iligan City that have visited Tinago Falls before and after its renovation anchored on the SERVQUAL model. Descriptive statistics was used to assess the demographic characteristics of the respondents and Thematic analysis was used to validate and affirm the results of the descriptive. In summary, the findings indicate that the renovation efforts at Tinago Falls had a positive effect on overall customer satisfaction, as measured by the SERVQUAL model dimensions. The enhancements in reliability, empathy, responsiveness, assurance, and tangibles resulted in higher levels of customer satisfaction and an increased likelihood of repeat visits and positive recommendations. These findings highlight the importance of continuous improvement and investment in enhancing the overall service quality dimensions to meet customer expectations and enhance their overall experience.

• Tinago falls

• Tourism

• Renovation

• Service quality

• Customer satisfaction