Before arriving, we received welcoming emails which actually seemed to have been written by real people, asking if we wanted any further services (tour booking etc).
Arriving ahead of schedule, we were shown into our room and spent a pleasant half hour chatting with the duty manager about what to expect/look for/avoid in Siem Reap. He was always ready to assist us and advise us during our stay.
The hotel was cool, quiet and shady - a real haven in the hot, humid atmosphere. Elegant, spacious rooms and a pleasant garden where we had breakfast each morning. A book of photographs in our room introduced each member of staff as a real person. The breakfasts were splendid, if a bit too much for us.
No minibar, no TV - what a treat.
My only minor complaint is that sometimes they carried the hands off management style to extremes. We would return from having supper in town to find nobody around some evenings. But thus really didn't inconvenience us, and I'm sure if we had found it a problem they would have done something about it.
All in all, the experience was more like staying with some rather refined friends than renting a room in a hotel.