Hello all, I've actually communicated with both Josh and Larry since the new year as Josh was out of the country for a family-related event and Larry was unfortunately in the hospital.

Based on the excessive amount of hours spent and the lack of prior authorization as agreed upon and taking into account our prior communications regarding minimum acceptable owner distributions, I must insist at least the labor portion of the repairs be refunded.

With a lease many times over time landlords are not formal and communication is oral, txt, email, etc.

They've been avoidant, unwillingly to communicate with us/disclose their names in the beginning, and hid whenever they saw my mom.

I would work on my communication of my processes including letting them know asap of their schedule with me. 

Yeah, under any other circumstances, I'd suspect that, but I'm certain based on past communication that they are simply no longer responding.

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.

It might seem like a kindness to provide a printer to a traveling professional, but until they invent one that works on every device, every time; that doesn't need paper at two in the morning; and has cheap toner that refills itself, we will pass on that amenity.I am sure there are other examples for all 4 quadrants, but like @Allen Duan wrote the important thing is to look at amentities through the lens of the end user (with an eye towards the "competition").

Quote from @Mike Grudzien: Two thoughts:1) stay in your STR for a day or two and you'll discover things it needs or that would be nice to add2) use several touch-points to communicate with Travelers/Guests.

Many lenders allow for low-down-payment options if the rental income covers the loan.You’re approaching this deal thoughtfully, but be sure to communicate the benefits of your offers clearly to overcome resistance from the seller's representative.