The Sapa express bus seats were large and comfortable, and a small bottle of water and a snack are provided at the start.
The journey to/from Sapa to Hanoi is around 5.5h with two rest stops in between. Sapa Express provided a pickup service from our accommodation in Hanoi to their office to transfer to the bigger bus. However, it was a pity that the trip back from Sapa to Hanoi did not have an accompanying drop off service from the Sapa Express office (we were told that it was because the buses were not allowed to run during evenings, by regulations), and we had to get a cab back to our accommodation.
Source: UTJC / Singapore – TripAdvisor