To begin, I must say that Suriayya went above and beyond to welcome us and apologized for another group that was booked at the same time and was being very loud. In fact, the staff had them quieted down by 8:30pm which was fine.
She even cooked a meal especially for us since we arrived after the kitchen was closed. You can't find better hospitality than what she showed us!
That said, the reasons for the low rating are:
-self-catering not allowed
-lack of drinkable water (there was a jug of water on the counter we were told was potable, but it was a refilled jug not a sealed bottle)
-unable to use the jacuzzi (the main reason we booked here!) because they turned the heat off before we got there--we were advised we should book a time to use it
-the room we booked was overbooked and they put our family into 2 rooms instead--that was fine (no extra charge), but my husband is tall and didn't fit well in the single bed he ended up in, and the covers were too small
-no heat in the rooms
-a single electrical plug was DIY re-wired to serve 2 lamps!!!
The setting is quite beautiful--but the drive in is not for the faint of heart. It is 2km of unpaved road with several steep stretches and sharp turns. Fortunately it was dry when we were here.
In all, we wouldn't go here again, but still emphasize that the staff were wonderful.