After completing the application, I was bombarded with automatic emails requesting payments and offering add-ons. Once accepted, I was assigned a program manager meant to support me throughout the process.
Initially, I had one contact, but due to internal workload, another took over. Unfortunately, they seemed inexperienced - not just in the role, but in basic customer service. Responses often felt AI-generated or unrelated to my questions, and I was repeatedly referred to the “volunteer guide,” which I had already read. I needed actual support, not generic replies.
As a European traveling to Peru, the time zone difference made communication with IVHQ’s New Zealand office even harder. The vague and unhelpful replies added stress, and my travel partner withdrew as a result. I ended up going alone.
I don’t regret visiting Peru, but I would not use IVHQ again. I’d either choose a different organization or ensure that my program manager had firsthand experience in the destination country. Even after CC’ing the general support email, I kept receiving the same generic replies. I later learned that my manager had never been to Peru and gave me incorrect info about the Machu Picchu trip.
IVHQ doesn’t allow volunteers to contact directly the local partner organization or tour operator in advance, even after payment. This policy caused avoidable problems and left me unprepared for key aspects of the experience. Even after I brought concerns to this manager's supervisors, I received no follow-up. After paying the so-called “flexible registration fee,” I was even questioned unprofessionally for wanting to change my travel dates - despite the journey involving two days of travel with two stopovers.
The cost of the program was excessive, even worse if compared to the level of service. I discovered that others who booked directly with the local organization paid much less, raising doubts about how much of the fee actually benefits the local community.
Little information was provided about the actual volunteer project. I was told Spanish wasn’t required, but no one spoke English on site. I wish I had been informed so I could prepare better. Worse, I wasn't even told which project I’d be working on until the day the program started - a full week after I’d already arrived in Peru. The local organization is mainly a prestigious language center that also offers volunteer placements, but those seem like not their primary focus.
Communication with IVHQ was limited to email. A scheduled online info session wasn’t in a feasible time slot due to the time difference, and although they promised a recording, the link they sent never worked - twice.
As for the mandatory travel insurance, I used IVHQ’s recommended provider. When my luggage was delayed for three days, I notified IVHQ but wasn’t advised to save receipts - essential for filing a claim. In Peru, you rarely get receipts, even for essentials.
The Machu Picchu add-on was poorly explained. There are two separate tickets, one for the Inca Trail, and another one for the historic sanctuary, which is divided into circuits. Only Circuits 1 and 2 include the Classic Machu Picchu photo, which I missed. I was told all routes included it - this was incorrect.
When I tried posting questions in the “IVHQ Peru – Cusco” Facebook group, some weren’t approved. Even though I was polite, it seems posts are filtered if they raise questions the organization prefers to hide.
In conclusion, IVHQ felt more like a travel company selling low quality tour packages than a truly volunteer-focused organization. Their website and branding are polished, but the actual service fell far short. If you choose to go with IVHQ, ensure that your program manager has already been to your destination. Otherwise, consider booking directly through a trusted local provider.
Response from International Volunteer HQ - IVHQ
Thank you for taking the time to share your experience with us. As previously shared, we have reviewed the detailed feedback you shared with us and want to acknowledge the challenges you have raised.
We recognize that the communication process, from navigating the time difference with our New Zealand office to the nature of our automated emails, was a source of frustration for you. This is valuable insight for us. While our systems are designed to keep volunteers informed and clear on the next steps, we are committed to continually improving our communication processes to be as personal and supportive as possible for volunteers around the world.
We regret to hear that the pre-departure information and support you received did not leave you feeling adequately prepared. Volunteers should feel confident and well-informed and we are prioritizing a review of our Peru materials to ensure they are as clear as possible. Our Program Managers are also able to come to the office early to take calls from volunteers in Europe upon request, we are sorry this option wasn't effectively communicated in your case.
Our local teams finalize placements upon arrival to best direct support where it’s most needed within the communicating, but we recognize this process can create uncertainty. Your feedback has been shared across our teams and is an important part of our commitment to improving the volunteer experience, from managing expectations about placements to showing the full value our fees provide. We appreciate you taking the time to share you feedback and help us learn and continually improve.