Frontline hotel employees (FHEs) experience increased stresses, some of which result from customer misbehavior (CMB). This study answers a significant gap on a holistic view (i.e., combining both individual and organizational perspectives) of the mechanisms underlying the association between CMB and employee counterproductive behavior (CPB). To that end, we investigate the impact of CMB on FHEs’ mental health problems (MHPs) and their possible CPB. We also examine the moderating effects of organizational support (OS) and psychological resilience (PsyR) in this setting. An explanatory sequential mixed-method design was employed, using a three-stage survey and semi-structured interviews with FHEs in France. The findings show that CMB positively affects FHEs’ MHPs, which results in their increased CPB. Additionally, OS and PsyR act as moderators, reducing the positive effects of CMB on FHEs’ MHPs and CPB respectively. The findings imply that organizations should support employees and assist them in improving their PsyR.