The 2D1N trip to Ha Long Bay was inclusive of the Groupon voucher we purchased for 5D4N Hanoi Sky Hotel with 1-day Hanoi tour. So i reckon the reservations for Alova Gold Cruise etc was arranged by the personnel from Hanoi Sky Hotel.
The tour representative (a Vietnamese, we called Peter) from Alova Gold Cruise came to pick us up from the hotel promptly, and the 3-1/2 hr drive to Ha Long Bay was seamless. Both drivers to & from Ha Long Bay drove properly, which was good.
We were joined by a family of four from Singapore, a family of four from Denmark and 3 couples from Australia which gave our group a nice mix to mingle around.
Upon arrival we were served welcoming drinks, which was a nice gesture. The trip was well organised with kayaking, a trip to the beach/lookout point (Ti Top), trip to the cave and ample times to rest and relax as well. 
Throughout all these Peter would on & off kept us in the loop on the history and the relevance of the places we were visiting. Foods served were good…a lot of emphasis on Vienamese cuisines which was pretty apt. Alova Gold Cruise made a session on “cooking class” as a compulsory itinerary – nothing fancy, just wrapping spring rolls. I found it to be a good way to introduce the local cuisine to the guests.
The only downside – for me at least – was that the drinks during meals were not included in the package. Other than that, everything was pretty fabulous! Dont let me start on the views at Ha Long Bay because it was simply breathtaking!
Their Dutch manager Sidney was with us on the way back and he explained that their tour representatives were trained to be a ‘HOST’ and not just any other tour guide. This i think, set them apart from their competitors. Do check them out!