I generally prefer that as well but I've never had luck trying to book an accessible room without taking to a live person.I'm starting to like chat support much more, for this very reason -- spelling, specifics, audit trail. Too bad lots of places don't use it or make it very clear their agents are jockeying 3-4 conversations at once.
Hell, I'd much rather do it all online without ever talking to a soul, chat or otherwise. 😒
But, hotels prefer not to give those rooms up unless they absolutely have to.