Lam was incredible in communicating and arranging our stays in Hanoi, Halong Bay and Sapa. He handled my requests for room upgrades at La Siesta Hotel and Spa in Hanoi with ease (you simply must experience this hotel) and is capabale of arranging any side tours you want. Our bus tour to Sapa was very comfortable and the guide Tranh was excellent in educating us on the Hmong and other minorities in Sapa. If I was doing this trip again I would upgrade to the Paradise cruise boats in Halong Bay if you want absolute comfort and even arrange a air flight over Halong Bay for the aerial perspective. Lam can arrange whatever you want to do. If you want a hassle free tour the I recommend Asia Pioneer