However, we are taking over from a PM to self-manage and are inheriting the current setup.Our biggest concern is that this first communication from the tenant was a sob story asking for $500 back/off rent.

Do you want cheap, regardless of speed and communication? 

Can you imagine actually communicating with your borrower?

Be direct, have clear communication, and show you're serious about being a good landlord.3.

STRs also avoid automatic classification as passive if rented for seven days or fewer per tenant.To maximize tax benefits, maintain detailed logs of all hours worked on activities like tenant communication, cleaning, maintenance, and marketing.

Does anyone have a recommendation for a reliable, quality cleaning company with great communication?

Quote from @Roni Williams: Their communication is non existent.

Here is how we usually handle situations like this: if a tenant communicates with us, we usually try to work something out with the tenant. 

Should i speak with the alleged loud tenant or send communication out to all as a reminder?

TBH I don't know whether that means I have the right to expire this lease or they're completely responsible for all expenses.I like my tenants, they're always paying on time & communicative.