on love for prophet

it could sound controversial but what happens to someone who doesn’t love the prophet ﷺ even though he wants to or tries his best but it just doesn’t come out. but he follows everything (as much) as he can and follows the sunnah, ahlul bayt ﵇ but can’t love them, as in they feel distant. what happens to him? he says he gets goosebumps just by remembering allah, he believes on his oneness. so, does he go to hell or is he good still? can you please guide/answer on this?

(he also says, when he reads the story of isa ﵇ his heart trembles, he often cries, he knows that he has a soft heart.)