Originally Posted by
arlflyer
Aren't these upgrades offered by a third party? If so, perhaps the third party doesn't have access to guest status information. Not saying that should be the case, but could be a plausible (lazy) technical explanation.
They do have access to that information and the hotel has the ability to restrict certain upgrades from certain tiers so that diamonds are not offered paid upgrades into rooms they are theoretically eligible for complimentary upgrades.
There's a possibility the honors number was not attached at the time of reservation though, in which case they will not have that information. Even if added later it is not updated to Nor1.