My partner and I used this agency for a five day private tour to the Dong Van Karst Geopark and the Ba Be National Park in June and have to say that it was one of the best tours I have ever been on. At first glance it wasn't the cheapest, but it was the best option for us as it included transport in an air-conditioned car (a must for the boiling Vietnamese summer with 40C days), an excellent English speaking guide (Kim Tràn), a very competent driver (Cuóng), accommodation in hotels and a homestay for one night, all meals, up to two bottles of water per person per day, and all entrance fees and tolls. Our main point of contact for organising the tour was Lilliana, a lovely woman who was quick to respond to all queries via email, and who took the trouble to visit us at our hotel at the end of the tour to receive our feedback.
Throughout the tour we were extremely well taken care of - both Kim and Cuóng were very warm and friendly, and although Cuóng spoke very little English, he kept his cool during some extremely difficult and long rides on dodgy mountain roads. Kim’s knowledge of the areas we were visiting was excellent - his enthusiasm for travel was apparent from his own personal trips all over Vietnam, and his knowledge of linguistics extremely impressive. Dong Van and Ba Be National Parks in themselves were incredible, easily the best views we've seen in Vietnam, especially near Meo Vac, and I highly recommend taking the time to visit this part of the county if you are visiting for two weeks or more.
In terms of accomodation, other than the first hotel in Hang Gia, which was pretty basic (with exceptionally hard beds! To their credit the agency had provided us with extra mattresses for the entirety of the tour, carried in the car boot), the other two hotels in Dong Van and Meo Vac towns were very good. Food throughout the tour was outstanding - minus 1-2 okay meals everything else was rather excellent at each of the simple, local food joints to which we were taken. The agency took the effort to cater to dietary requirements while still arranging for delicious options. The food during this tour was some of the best I've eaten in Vietnam, and full credit to Kim and the agency for seeking out the choicest locations for each meal. Each of our meals comprised traditional, 100% authentic Vietnamese fare, as we could see from the clientele (and meals! We certainly peeked at other tables shamelessly) at these places, and I'm rather sad now that we cannot experience that again.
The road journeys themselves were very enjoyable with frequent stops where sensible to stretch our legs, take photos, go for short hikes, visit restrooms, and for meals on longer trips. Marvellously, Kim also carried with him a mobile WiFi broadcasting device, which, albeit slow, meant that we even had internet connectivity to use during the less scenic parts of the long drives - a completely unexpected yet highly appreciated perk. All in all, Custom Vietnam turned out to be an excellent tour company and we highly recommend them to everyone.