My wife became ill yesterday (flu it seems) so we had to cancel dinner last night and breakfast this morning. My wife was hoping to go to Mickey's Backyard BBQ tonight but was too ill. I called WDW-DINE to cancel. I told the lady I spoke with that I didn't care if they charged my dining credits (we are on DDP) because we're leaving tomorrow and cannot use the credits in time anyway, but was wanting to know if the reservation amount could be refunded (I was required to pay in advance when I made the reservations). The lady was very nice but didn't seem to understand what I was asking. To make a long story short, I had to go to The Mara to get something to eat for my wife. I was greeted at the door by Heather (who I am assuming is a manager as she was not wearing a uniform but had a name tag). She asked if she could help me with anything, so I thought what the heck, and told her my story. I asked her if there was someone I could contact at Mickey's Backyard BBQ or go to the concierge, etc. To my surprise she offered to contact them directly on my behalf and take care of everything. She understood my dilemma exactly, and she could have directed me to someone else but went out of her way to help me. I gave her all of my info and thanked her profusely. She called my cell phone 15 or 20 minutes later and said that she talked to the manager at Mickey's Backyard BBQ and everything was taken care of. She's the epitome of outstanding customer service. CMs like her are one of the many reasons why we love WDW. We will be sure to send a letter, comment card, etc.