The hotel itself is very well located in the heart of the old quarter. Rooms are clean, nice and comfortable. Shower works perfectly and breakfast is also nice with a wide arrange of western and Asian options.
But the best is its service. Jenny and Tom are as professional as it can get, very helpful and always with a great smile. They solved and helped us with a lot of things, including tour bookings, planning, phone calls, train and plane tickets, etc.
I have never received such a great service. They even upgraded us in the halong bay tour to make it up for a cancellation we had because of bad weather. And had a lot of nice details because of my girlfriends birthday.
I totally recommend staying with them, huge value for money.
The rest os the staff is also very nice and helpful
Their tours are also nice, especially the sapa one (halong tour is a bit cheesy, but I guess that happens with every tour operator), just ask the guide to get a bit off the beaten track and don't forget to reserve one day for touring around by scooter