This was a last minute booking on the bus ride back from Sapa, but when I arrived around 9pm, the manager told me there was no room available for me. Now that I know this happens fairly often in Vietnam when one books the last remaining room, I should have called the customer support to help me cancel the reservation without penalty. He first tried to relocate me to another hotel in partnership which was 2km away from this one. When I refused, I was taken to a cheaper hotel nearby for the first night, then returned for the next day. I appreciate the staff guiding me through the check in at the other hotel and picking up the luggage, but I do feel it would have been better if the manager simply cancelled the booking promptly. There was no balcony in the room as shown in the photos.