This article investigates how users utilize OTA mobile app vs Hotel brand apps. By examining the number of apps offering the features, the authors identified that both apps mainly serve for reservations and information search. 1) Why would travelers 1) Why would travelers would prefer to use the OTA apps over the Hotel brand apps if they are both being used for the same purpose? 2) Although a major part of the industry is the human interaction, the use of technology has become very popular when making reservations or booking flights. Do you think it is wise for hospitality executives to shift their focus on technology instead of training employees in customer service?