Yes, we charge a security deposit for guests with pets and we inform them of that before we accept their reservation. As for the cleanliness issue, we let guests know that occasionally we get ants in the kitchen area and to let me know if they appear so we can put out pest repellent. The ants in the freezer are our fault, we should have cleaned the freezer but since it's not in common use it slipped our minds. I don't think it accurately represents the state of cleanliness of the rest of the rental. As far as the noise from the apartment above, we do mention in our rental description that it may not be appropriate for light or late morning sleepers, so Bentley and Claudia should have been aware of that if they read the listing fully. I would argue with the assertion that you can hear noise "from early morning to late at night" as the noise in the evening cannot be from the children and is likely due to normal, close quarters apartment living.