@Drew Sygit thank you very much for your response and the perspective of the PM on this situation.
I am obviously an inexperienced investor, but I would think the 10% of monthly rent should address your first question. Shouldn't it? Otherwise what is exactly the management part that I am paying for? Collecting the rent?
You are absolutely correct, this situation is not described in the management contract and I applaud you for including these details with your customers. That makes things much clearer. Also thank you for your insight about the potential response from the tenant, and I agree with you, I don't anticipate him being happy about the charge. I am very open minded and understanding and the first time he missed the appointment I covered the fee, however I do not want it to become a norm and that is why I asked my PM for compensation.
However as a PM, that you already know you are dealing with a tenant who has a history of missing appointments, would it not make more sense to back up to provide a better service to your customer the investor?