Requested airport pickup . Nobody at airport to pick us up. Had to get taxi to get to Catba Island. When on way to ferry - driver informed us that last ferry 5 p.m. and we would not be able to get their on time, so took us to another hotel, Princess Hotel, Haiphong. The next day same driver took us on ferry to Catba Town, and the hotel. We explained to a lady on reception that we had requested airport pickup and there was no car/driver to meet us. Advised us that we could have a room for the night, but we would have to pay again. Explained this was not our fault, but theres due to not picking us up at airport. Also their hotel policy states that if for unforeseen reason cannot make hotel that night, will honour booking for next night. Showed this to Receptionist on ipad .She said we should have contacted them. Said we had tried to ring on five occasions but got no response. The receptionist had to keep having a word with her 'Engineer' as to what she should do. At one point she said they had arrived at airport at 4 p.m. to pick us up but we were not there. Pointed out that we had advised them of Flight No. and time of arrival, it being 4.20 p.m. We informed receptionist that we would not pay for a night, already paid for, and went to look for alternative accommodation.