This place needs to taken in the context of its price. It likely one of the cheapest hotels to stay at in Nuwara Eliya, so you have to accept that there will be some compromises. That being said you get free WiFi, hot water and a great friendly staff if you stay here.
Neal was amazing. I didn't want to pay for a tuktuk to go to the tea factory, and he was on his way to visit his mother for her birthday, so he drove me there on the back of his motor bike. Now that is service!
I stayed here for 2 weeks and overall my experience was great. Christine one of the owners is really nice as well, and she can help you organize any tours you might want to go on.
One suggestion.. the hot water is controlled by some switches near the kitchen, if the water is lukewarm, go switch them on and you will have hot water in a few minutes.More