At first, we were disappointed because the tour guide did not pick us up from the hotel and they continued the tour without us. Upon going to the agency, they said that they were not informed by the teller. After we showed the email confirmation from the agency, they brought us to the tour bus with their private car (free of charge). We were then able to join the tour. The tour was great, especially in Trang An. I personally think it was better than Ha Long Bay.