We sailed Navigator in January, we secured an OS the week prior. No email before, but there were personalized letters from both the Diamond Lounge and Suite lounge concierges. Francisco was in the Suite lounge and helped us with dinner reservations and a few guest service issues. He was heading home end of January and hoped to return by May (our next cruise). Norman was in Diamond Lounge and was also very helpful, esp getting off in port. We had travelling friends in a GS. They did get an email about a week prior, probably a timing issue. Either way, they both took great care of all 5 of us