After reading the reviews, we were concerned but since we had already booked the bus we figured we'd hope for the best, and honestly are happy we weren't scared off!
We've been traveling through Asia for 3 months now and have taken all kinds of transportation, and we felt this was an average bus service for this part of the world (if you go in having expectations as you would in Europe or America, just turn around, it's not going to be a pleasant experience!).
The bus was older, yes. Some seats were broken, and definitely not the cleanest bus. The workers didn't speak any English but answered our own question through google translate. The only local that they allowed in before everyone else was a man with two younger children traveling with him, then it was the usual elbow your way in. Also,at no point during our drive from Sapa to Hanoi did we feel unsafe. The driver drove as most bus drivers do around here, and honked only when was necessary.
All in all, it was an okay drive to get from point A to point B in 6 hours. Nothing fancy but nothing bad either.
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