The best Halong Bay cruise - A beautiful and very stylish cruise with experienced and professional staff and delicious food with excellent service to create a good and memorable memory. Despite the fact that an accident happened to my daughter while riding a bicycle on the island, the staff and the cruise manager, especially Mr. Jin, who were with us at all stages and provided us with special facilities so that we could get through this incident well and continue. Don't have trouble traveling Very beautiful cruise rooms with great terraces and attractive programs, especially in 2-night stays, which we enjoyed very much.

Exceptional - We just completed our 3 day 2 night cruise and we are beyond pleased with our trip. Gin, Tom, Lee, honestly the list could go on and on until we listed each staff were exceptional. Their customer service was superb. The food was delicious and beautifully presented each meal, and the activities were not only enjoyable but allowed us to experience and know the culture that much more. Capella is the only boat with a slide right into Halong Bay and my children very much enjoyed that. Our beds were clean and very comfortable. The family suite fit our family of 5 ideally and the bathroom was extremely clean. The boat had a nice size pool, jacuzzi, karaoke room, poker room, a spa, sunning deck, mini golf, happy Hour lounge, tv room, and a small gym area. Our only regret was that we did not book longer. Truly, such an enjoyable experience that I highly recommend to anyone visiting Vietnam.

BEST CRUISE-Welcoming vibes - Amazing cruise, all amenities are very nice. Our receptionist,Gin who was also tour guide for our visit to Viet Hai village was very friendly. He took care of smooth check-in to check-out. Chris intoduced us to capella and I would remember him as the guy pouring water on the Slide (HIGHLIGHT OF THE CRUISE).The food was hygienic, and was well decorated. I suggest everyone to stay in capella because of the welcoming staff and the Slide that is only available on capella among the 500+ cruises in Ha long BAY

Disappointed - Ny partner booked a package 3 days 2 nights with Capella Cruise for the Sky Terrace Suite (3rd floor) and we received an upgrade to La Suite De Capella (2nd floor), a larger Suite on a lower level. We had watched You Tube Reviews which referred to engine noise being heard in La Suite De Capella, which was the reason we booked the Sky Terrace Suite. During booking process we had previously questioned Capella Cruise about the reviews for engine noise and had been assured that La Suite De Capella is not impacted by noise, we questioned this again when receiving the upgrade and again was guaranteed by email that La Suite De Capella is not effected by noise, this guarantee was worthless, as we could clearly hear engine or pump noise when the vessel was anchored at night. After we checked in to the room, we moved a tray off the coffee table which was covering obvious coffee stains, staff provided a replacement table. The grout on bathroom floor tiles was dirty, and the tiles around the bathroom window were chipped and cracked. On the Spirit Deck, (4th floor), the following morning, a tray of unwashed dishes was left on the bar, which lead our attention to a very dirty and unhygienic bench where coffee had been made prepared. (See pics) Early evening first day when visiting the unisex bathroom, opened an unlocked door to find a male staff member using the facility, he had not bothered to lock the door, no apology provided. The food for arrival lunch and departing brunch was good, buffet with a wide selection of dishes, however the evening meal was a set menu, with no course choices and serving sizes were small. Prior to boarding my partner had mentioned he prefer not to eat fish, however this request had been forgotten. Breakfast was also very limited, eggs being the only hot choice, no sausages or bacon, pastries selection was also limited, coffee made from a jug, not even a coffee making machine provided. When discussing the issue of engine noise being heard in La Suite De Capella, the Cruise Manager said he had not received any complaints about engine noise before, we suggested he should read customer reviews. After seeing the poor hygiene standards and lack of room maintenance, the very limited options for evening meals, and hearing the engine noise in the suite, on the first night we informed the manager to cancel our reservation for the second night, and requested a refund. The Cruise Manager said had referred the matter to the office. Next morning we didn't receive any progress from the manager and he sent us to talk to the assistant manager instead. That morning we also emailed and messaged Capella reservations of our request to cancel our booking, unfortunately the solution from reservations was to provide a free cocktail and a speed boat ride, which we declined. After receiving a second offer from reservations of paying full payment first night, 50% refund for the second night, we requested multiple times be provided with the General Managers contact details, which was ignored for hours, finally receiving a phone call from the General Manager and during discussion with her for nearly an hour, without reaching any agreement for refund or leaving the cruise, we have the Cruise Manager knocking on our Suite door, stating it is time to leave as the transit boat is leaving, he was very persistent in his request, we explained we had not reached any resolution and would not be leaving at this point in time. The General Manager did not accept any responsibility for any of our complaints, she dismissed the engine noise and inferred that the engine noise video recording from outside La Suite De Capella, could have been from another vessel, as her investigation concluded that there was no engine noise heard in the suite, which is untrue. During this conversation we had mentioned about providing an honest review of Capella on Trip Advisor, at this point the General Manager stated that any refund offered we would be required to sign a non disclosure agreement preventing us publicly reviewing our experience on Capella, could not believe what we were hearing. During the afternoon on the following day, we received two more offers of a refund, the last being at 3.00pm, being for a 50% refund of the first night, and 100% refund for the second night, however with being required to sign a non disclosure agreement and having this offer made late in the afternoon when we had no alternative accommodation booked, and needed to return to Hanoi, we declined. This offer should have been made early that morning with no requirement to sign a non disclosure agreement, we would have accepted. The General Manger stated to us that Capella provides a boutique luxury cruise, unfortunately for most time we did not experience this, however after we decided to remain on the vessel we were provided with an exceptional in suite dining experience, however this does not make up for the sub standard customer service, and the disgraceful complaints handling process. Our complaints to Cruise Manager and General Manager was handled poorly, and coming from the highest level in Capella Cruise shows an absolute disregard for providing a positive customer experience.