The driver is so friendly. I first only book one way as I wanted to see if we will be comfortable on a sleeper bus as I am travelling with my mom who just turned 70 and we did. I booked the return to hanoi also with them. The one who assisted us on whatsapp is super nice. We felt comfortable and I am happy I chose this service. We were even picked up in our hotel and there is also a free coffee and restroom on the tourist waiting center in SAPA. I also rescheduled by trip and the staff happily accommodated it. Thank you so much. Til next time. Highly recommended!!!