Driver was Mr. Công or maybe other guy I'm not sure the exact name because I think there are at least two cars picking up passenger from Sapa to Hanoi...but no problem because journey is enjoyable and according to expectation. Start from Sapa at around 0130pm, arrive at Hanoi Old Quarter Ga Long Bien around 0750pm. Smooth driving with 2 stops on at the rest area that has chocolate shop and the other is at KM98. Next time, I'll book again. Recommended!

My driver was Mr. Thiết. Good communication, a day before contact via WA about pickup time. Smooth journey with 2 stops, each approximately 20 minutes, can eat drink buy snack local merchandise or go to toilet. Overall duration was 6 hours starting from around 0645am picked up at my hotel, arrive at Sapa dropped off at the hotel also around 1230pm.

Easy to book. Transport contacted on WhatsApp to reconfirm hotel details and give pick up/drop off time and vehicle number. Van seats 7 pax comfortably with wide enough leg room. 5-6hrs drive and with 2 breaks.

Fast & smooth through out the journey.

Comfortable & smooth ride from Sapa to Hanoi

tldr; convenient experience but service leaves more to be desired. Overall an okay experience that ended on a sour note. Pelago was very responsive and helpful. I had to change my pickup location the day before the activity and they were very prompt in providing assistance. As others have mentioned, the provider reached out via whatsapp the day before to provide details of the vehicle as well as the driver. On the day of pickup, they were very punctual and arrived right on the time they indicated to us. We were assigned the 2 seats at the back of the bus. No complaints as I think it's only slight smaller than the seats in front. The limousine is operated by Thang Long and it is considerably clean. We also each got one free bottle of water. You can find this same package on other booking sites where you can choose the seats in front at a higher cost. The seatbelt for the middle seat, however, was broken. This felt unsafe as our driver, a Mr Tinh, driving really fast and basically overtaking everyone at every chance. Anyhow, we found a fix around it by fastening the seatbelt using the fastener for the seat on the inside. All this was fine as the driver is probably used to the roads and knows what he is doing. We left Hanoi old quarter at 7am and arrived around 1230pm. There were 2 rest stops in between which altogether lasted around 40min. The 3 stars rating ultimately is because of how we were dropped off at our destination. The service is advertised as drop-off at our accommodation but this is a complete loose definition of point to point transfer. We stayed at Pistachio hotel, which is just before the main Sapa town. The limousine driver did not drive into the hotel drop off point and instead stopped by the road side which was a good 50m. Normally this would be fine, but I was with my mum who is recovering from a knee injury, plus it was drizzling. We simply got off and then realised we had to walk in down a cobbled road with luggage in tow. We weren't familiar with the procedure and simply accepted getting off into the rain as we thought maybe the vehicle could not enter the compound. Also we did not want to really want to question it as that would delay everyone else's drop off as well. We later saw other limousine vehicles dropping passengers off at the drop off point and even a huge bus could enter the compound, so there is no excuse there. In hindsight, it also would not have taken that long for the driver to just drop us off inside, especially at his speed. Still in disbelief he unnecessarily dropped us off in the drizzle with heavy lugagge to drag to hotel. That aside, I must say the overall process is convenient and if you don't mind the slight walk or if you're staying at a location that is along the road and won't face the same issue as me, please go ahead and book this.