The Mood MethodTM
Four habits. One loop. Stays people talk about.
This is how we host, written down so we can teach it. It earned our own home a Guest Favorite badge, and it can change how yours feels to every guest who walks in.
It spells MOOD. It works as a loop.
Each stay teaches you something. The method is what you do with it.
- M
Make it better, every stay
Kaizen: small improvements, relentlessly. We ask every guest how we could have done better, even the ones who gave us five stars.
- Ask the question after every stay
- Log every reasonable suggestion
- Fix it before the next arrival
- O
Omotenashi
The Japanese art of wholehearted hospitality: knowing what a guest needs before they think to ask.
- Learn why they are coming
- Set the house for that trip
- Leave nothing to figure out
- O
On-the-hour answers
Fast, cheerful replies before, during and after the stay. A real person, glad to hear from you.
- Reply within the hour
- Warm first, efficient second
- Follow up after checkout
- D
Details and delight
Spotless. Maintained on a schedule, not on a complaint. And one thing so fun it could only happen in your house.
- A scored reset after every stay
- Monthly, quarterly, annual upkeep
- One surprise per stay
Then the loop turns again. We have noticed something lovely: the better you get at asking, the fewer suggestions guests have left to make.
The Mood Promise
Every Mood Method host makes the same five promises to every guest.
- 1The home matches the listing.
- 2It is clean, and everything works.
- 3No surprise charges, and no chore list at checkout.
- 4A real person answers within the hour.
- 5If something goes wrong, we fix it fast and make it right.
The usual complaints, designed out
Guests keep telling the industry the same things. The method answers each one on purpose.
“It didn’t look like the photos.”
Honest photography, and a listing we re-check against the real house.
“It wasn’t clean.”
A scored reset and a guest’s-eye walk before every arrival.
“Nobody answered.”
On-the-hour answers, with backup when we are away.
“They charged us for everything, then handed us chores.”
Fair fees shown up front, and a checkout that takes two minutes.
“Great the first time, not the second.”
Routines and checklists, so stay fifty is as good as stay one.
Ten years in the making
Jillian hosted her first Airbnb ten years ago. Since then she has built a career in HR and public relations, and stayed in rentals and hotels all over the world. Some were wonderful. Some were lessons in what never to do to a guest.
The Mood Method is everything she kept. It is how Mood en Scène runs every home in its care, and now it is something you can learn.
Learn it, earn it, host with us
We are opening the method to other hosts, starting with a small founding cohort.
- 1
The seminar
A hands-on, live session with Jillian, working through all four habits with your own listing on the table. You leave with your checklists, your message templates and a plan for your next ten stays.
- 2
Certification
Hosts, cleaners and maintenance crews who put the method to work and meet the standard become Mood Method Certified, with the Mood Promise to show their guests.
- 3
The network
As we grow, we invite certified hosts to co-host with Mood en Scène. It is how we plan to say yes to more homes without ever lowering the bar.
Save your seat at the table
Tell us a little about your hosting. The founding list hears first about dates and gets first choice of seats.
- Small group, so everyone gets real attention
- Live online, with in-person sessions at Villa Foresta in Québec’s Eastern Townships
- Taught in English
- Dates announced to the founding list first
