The Women's Tennis Association says it accepts responsibility for the "challenging conditions" its players have faced at the ongoing WTA Finals in Cancun, Mexico.
World number one Aryna Sabalenka said she felt "disrespected" by the organisation while Wimbledon champion Marketa Vondrousova said the WTA was "not interested" in players' feelings.
In a letter sent to the players, and seen by BBC Sport, WTA chief executive Steve Simon admitted things had been far from perfect.
"First and foremost, it is clear that you are not happy with the decision to be here in Cancun.