LOL !!! Yeah paying for phone calls when Hyatt provides a toll free number (another useless relic of the 1990s). And most people that I know have some sort of unlimited calling plan, may be some of us still do not?

There is no question that if the matter is urgent, then call the 402 Concierge number and press 2, or call the 888 Hyatt Member line to speak to someone.

Speaking for myself, I only need to call in about 20% of the time, and the other 80% of the time, I interact with my concierge over email, and that includes setting up a date and time when she will call me so that we can have an actual conversation. FWIW, my concierge generally replies to me within 24 hours or at worst 48 hours, unless it's her days off on Friday and Saturday, so I avoid emailing her on those days.