Infact: What kind of people stay at the One Hotel? Is there a type?

MD: Our typical customer is somewhere from their 30s to 50s, active, fun and usually very relaxed. Well travelled and appreciative of a unique experience rather than staying at a Hyatt.

Infact: How do you make sure guests are happy?

MD: Many guests are here for special occasions (like you were) honeymooners, birthdays, so they are always in a good mood. The staff do a great job, and we try to make sure the suite has everything it needs and also try to help guests to find different things to do, including our rooftop BBQ.

Infact: What is the ratio of staff to guests?

MD: Seven full time at the hotel and seven more at the bar. So not bad at all...

Infact: How do people find out about The One? Do you track this?

MD: We do not track how each and every guest books but we have so much PR out there that anyone searching around is likely to find out about us. We have zero advertising budget. Most guests find our website through search or word-of-mouth.

I also keep an eye on the major review sites like Trip Advisor and so on.

Infact: So your main marketing is PR and word-of-mouth? Have you sought PR or has it found you?

MD: PR has always found us, from day one when we made the Conde Nast Traveler Hot List and got a mention in the NY Times. That was followed by T+L USA, DestinAsia and just snowballed from there. Now most PR comes from other countries like Brazil, Dubai, Turkey, Latvia, Greece and Portugal, etc.

And we have been able to piggy back that PR with Hotel Be, which will be in T+L Australia soon.

Infact: Nice one. How important is online to your success?

MD: Absolutely critical, we would not be where we are without our well received website and the ability to search and find us.

I say no advertising budget, but we spend on the website for marketing purposes as well as printed brochures. The PR is easy in Siem Reap as it is such a small town and any writer visiting will surely hear about us and will likely want to visit and/or write about us.

Infact: Why do you blog about the hotel?

MD: Well, two main reasons: One is that I kept getting the same questions about why we did it so I thought I would reach more people by including it in the blog.

Second, I try to give a sense of what it is like to do business here, manage guest expectations and so on. Also, it helps us to get our message out about our unique place.

I enjoy doing it but do not try to make it a minute-by-minute account.

Infact: Is there anything you do - or any hotelier can do - to encourage word-of-mouth?

MD: I ask! I tell our guests to please come back and visit and tell their friends and relatives. And several guests have blogged about their stays.

Infact: I guess that's possible when you personally meet nearly every guest.

MD: True! The staff does a good job but meeting me helps to put things in context I guess.

Infact: Has anyone ever found that The One hotel was not what he or she was looking for? How did you handle it?

MD: Oh yes, that was part of today's blog post. They were a retired couple and their expectations were unmanageable. He was comparing us to the Shangri-La and he said he was only doing that based on price, which is, again, not fair.

Infact: So in that case, is it best to just minimise damage and send them on their way?

MD: Exactly. Not much we can do, other than try to meet their expectations. We have had only about three guests in three years that I considered to be unmanageable. As I told some other guests we cannot be all things to all people and sure, we are not going to hit the mark for every guest. We just need to do our best and know that 95% or more are thrilled.

Infact: Do you think people want to feel 'at home' in a hotel or like they are in a hotel?

MD: Well, I think that works in our favour, our unique one suite as it is so unlike anything they may have stayed at before. Especially road warriors types who are constantly in hotels, we are a refreshing change. And that is where the staff ratio and the warmth of the Cambodian staff come in.

There is a story I like to tell about a cook burning a pork chop during the guest BBQ. I asked him why and he said that when he took the food to the table the guests asked him a lot of questions and he got to talking to them and next thing you know the pork chop got burned. That is a good reason, I think.

Infact: What can you offer people who like trying something new every time?

MD: For something new, I know through networking with other ex-pats just about everything available to do here: horseback riding, elephant rides, dirt bikes, all terrain vehicles, ultra-light airplane ride, private cooking classes (good ones, personalised), and even the good karma experiences like donating water wells or piglets. It is just up to the imagination and interest of the guest and we can help to deliver it.

Infact: What makes The One unique (err... other than there's only one!)?

MD: I think it comes down to service and really having someone there to take care of what you need without queuing up with other guests. It makes you feel special and that your money is well spent.

Infact: How important is it for a hotel to take on the feel of a place?

MD: I do think it is important, but I don't want it to be cliché either. Some places you see here just do the same tired thing over and over again and it does not resonate.

Our touches are uniquely Cambodian because we have sought out people from here to help us find the right match in style and taste.

Infact: Have you seen any changes in bookings due to the current economic situation?

MD: Absolutely. We have seen a decline in business and last November and December something very unique for us: cancellations. That said, because of our small size and unique style we have out-performed our competitors and I believe that we will continue to do so. Again, something very important when you are trying to make something unique that stands out in the market place.

Infact: Do you have any strategies to ensure guests keep coming?

MD: We never had a two-night package before but we have now added one that is a good value I believe, and it has been well received. And we did something else just for low season by offering pay three nights get the fourth night free. Most guests do not stay four nights but this shows them we are willing to make it worth their while. We have done almost no discounting at The One Hotel since opening but I think these two offers show that we understand the current economic situation and are willing to work with our guests to fulfill their holiday wishes.

Infact: Your hotel only has a spa for men, a clear differentiation, but aren't spas just as important to women? If not more so?

MD: Oh no, the Spa For Men issue! We have since clarified it that it is open to all of our guests, men or women, (and even guests from the outside if they like). Our female hotel guests have enjoyed our massage treatments. The only issue comes down to whether or not they want a male or female therapist. Because of our small size and our admitted targeting of men we will only have full-time male therapists but can arrange for a female therapist to come in when needed if given 15-30 minutes notice. It works out perfectly fine now and not an issue at all. As I said, our external marketing is on men only because there is no other place doing it, therefore we corner the market yet we are accommodating of the needs of our hotel guests.

Infact: How important is the technology in the hotel?

MD: Well, other than playing their iPods and having a 32" LCD TV, our rooms are not that tech savvy. The essential ingredient is the internet connection which we provide free of charge unlike the majority of hotels. It may not be fast but it is free. So many people now don't travel with their laptops because they can carry their Blackberrys or iPhones so they can easily connect through us. I get the sense that more than a few guests like Cambodia because they can really get away from all of that, leave their work behind.

Infact: What percentage of guests takes the toiletries? Roughly.

MD: Other than the bar of soap there is nothing to take from us, as we just have the shampoo, shower gel and body lotion in pump dispensers. We do this for ecological reasons but certainly it helps in reducing guests taking toiletries unnecessarily.

Infact: Do you have a green policy?

MD: Yes, as stated with toiletries, not changing the sheets daily, recycling plans in place, turning off aircon when the guests are out, solar water heating.

Infact: Do you need one?

MD: Absolutely.

Infact: Do guests notice do you think? Do any ever enquire about it beforehand?

MD: No one asks in advance but for sure it gets noticed and appreciated. I have never had a guest say anything but positive comments about this.

Infact: When you travel yourself, do you stay at hotels?

MD: I stay at hotels in every price range from $20 per night to over $200. I generally try to seek out the newest, most unique places to see how they are doing and if they are able to pull off the balance of service, design and style.

Infact: What do you look for?

MD: At the very least I want friendliness. Checking into a Four Seasons (Sydney) and not being warmly greeted or greeted by name was disappointing. I also look for staff that go above and beyond, like one hotel in Bangkok that I asked to change the audio of an NBA basketball game from Thai to English. I knew it could be done because I know the cable system provides it. It took them some time but they got it done instead of just telling me no, it can't be done. Those things are appreciated. Nothing is worse than being told by a hotel staff that they cannot do something (within reason) that you know full well they can.

Infact: What did you learn from the big hotel business that has helped in running a small one?

MD: I think what I learned is about guest expectations and keeping on top of maintenance. In a big hotel you might forgive scuff marks or things not painted because you know they have so many rooms. We do not have that luxury. And, most importantly, we have to deliver given our small size otherwise we look foolish.

Infact: What was it important to do differently?

MD: Serving them differently. Two ladies staying with us wanted to go for a pedicure so our staff walked with them three blocks away to show them where it was. Personalising the visit to their needs that they cannot get at a bigger hotel.

Infact: What are your favourite hotels?

MD: I really enjoyed The Establishment in Sydney. Quirky, fun, exclusive, great amenities and well thought out. Just my kind of place.

Infact: Your best ever experience?

MD: I had a one-bedroom suite at the Peninsula Bangkok when they first opened and their prices were affordable. It was the nicest hotel room that I have stayed in. And talk about technology; imagine answering the speakerphone while taking a bath and watching TV.

Infact: Your worst?

MD: Maybe not the worst, but The Pavilion in Phnom Penh had a lot going for it but completely missed so many small details that it was a shame.

Infact: Can you enjoy staying at a hotel now, or do you spend the whole time thinking about how it's run?

MD: Contrary to what I just said about The Pavilion, I can stay in small places and be very forgiving. Staying in bigger hotels feels too much like work and you are always comparing how they are doing.

Infact: What's next for you? Expanding or staying as it is? What's the next thing planned for keeping The One Hotel fresh?

MD: Well, I think expanding is a way to keep it fresh. Otherwise, we are constantly in the room to make sure everything is working as planned. I will do some tweaking like changing the plants on the terrace.

Infact: Do you have loyal customers?

MD: One guest has been back five times. A well travelled road warrior based in Hong Kong that loves getting away from his ordinary travel routine by coming here. Another guest has stayed with us four times. And a number of guests that have been back for second visits.

Infact: Can such a small hotel offer any kind of loyalty programme? Have you thought about it?

MD: No, we do not have a loyalty programme; they just get to become friends with me... what could be better than that?! For them I will do the small, unexpected things rather than have some kind of set plan in place. When we expand to other cities, let's see...