As e-skills become essential for the effective use of digital technologies, this study examines how e-skills influence the adoption of e-services in the hospitality industry. Using a conditional mixed process approach and survey data from Kosovo, our analysis reveals that e-skills play a critical role in shaping various behaviours related to e-service use. Facilitating conditions, performance expectations, social influences and perceived value positively influence behavioural intentions, while privacy concerns negatively influence these intentions. In addition, gender and income positively influence both behavioural use and intention, while age has no significant effect on either.