I didn't see you account for soft expenses for the rental.

It would be best while working with the lender prior to getting into contract on the property to do a soft credit pull. 

Balance the academic learning aspects with the personal development (soft skills) side.

Sometimes they don't respond at all, but sometimes I'll get feedback such as "well, your mattress was too soft for my tastes" or "the neighbors two doors down were loud" Normally its nothing that can be helped but I always like to apologize and thank them for feedback....maybe in the future those people will realize the items they are complaining about are out of the hosts control and leave the 5 stars anyways.

As long as you chose some “middle of the road” hardness, that’s probably all you can do - you just have to accept that someone might find it too soft or too hard occasionally.  

Make sure you are being nice, (a soft answer turneth away wrath) just being nice will go along ways! 

When I went for the inspection, and was able to walk through the units, I found that only about 1/2 the heat pumps were working, most of the toilets and bathtubs were leaking causing soft spots in the floors, there was fire damage in a couple of units that had been kinda covered up (wood paneling placed over the studs, but could see the charred studs because there were gaps at the edges), and as far as the new roof,When I brought up these items, they reply was, "well it's a C class property, what did you expect?" 

Now is not a bad time to sell, lock in your profits and perhaps rent (the rental market is relatively soft right now in NYC). 

Which would allow you to charge more in rent.Besides, if they are complaining about floors that are soft or laminate that is peeling up and they are in their 70's I would be concerned about them tripping and falling.  

If you are soft, guaranteed, you will not raise them high enough.You make annual rent increases a strict business policy regardless of what is happening.