UPDATE** I called this morning and after waiting through the queue (47 minutes) I connected with a live person and in a nutshell, they will process a full refund.

They did offer some options, but under the circumstances it won't work for me so I took the full refund, which they confirmed the amount on (I reverified that twice during the convo). They cancelled the reservation, and said I would receive an email in one week confirming it is with the refund office, and then 3-4 weeks for a refund. That's all acceptable considering the situation they are in.

Other than the fact I couldn't simply do this via the website... I'll give them kudos for taking care of this... makes the next reservation with them easier to click on.

Thanks for the tips.