We've Made Some Changes From The Ground Up

Published on 20 February 2018

You may have noticed we’ve made some simple changes to the names of floor levels at Robina Town Centre.  We’ve listened to your feedback and are committed to making your experience easier. Here are answers to some questions you may have about these changes. 

Q: Why are you doing this?

A: Robina Town Centre will be amending the Centre’s floor level naming system to simplify navigation and improve the visitor experience. We have made this decision based on feedback from tenants and visitors regarding our ongoing redevelopment has led to increased navigation complexity.

 

Q: Where can visitors go if they are unsure of directions?

A: We have a number of existing solutions including our digital kiosks, customer service staff (located at major intersections) and the Customer Service Office (located on Ground Level). During the level change project, we will increase our Customer Service staffing across the Centre to assist with any additional queries. 


Q: Are these changes just a smokescreen for installing paid parking?

A: Robina Town Centre has no immediate plans to implement ticketless parking. We are updating signage in the carpark to align with new levels and simplify navigation for our visitors.

 

Q: What interruptions do you anticipate during this process?

A: We have a detailed plan for the level changeover including interim signage and increased customer service staff to respond to any additional enquiries. To minimise any potential disruptions, the physical level name change will occur over night, with a before and after program of ‘soft’ works, including temporary signage, to prepare and finalise the project.

Robina Town Centre will be working with all stakeholders before, during and after this process to minimise any potential disruptions.

 

Q: Should customers stay away during this process?

A: Robina Town Centre will be business as usual. Most works will occur at night to minimise any potential disruptions.

 

Q: How long will this process take?

A:  We anticipate the entire process to take two to three weeks, however the physical level name change will occur over a single night, with a before and after program of ‘soft’ works to prepare and finalise the project. Most preparatory and finalisation and works will occur at night to minimise any potential disruptions. We have a detailed plan for the changeover including interim signage and we will increase our customer service staffing across the Centre to assist with any additional enquiries.

 

Q: Some people are saying the changes have actually made navigation more difficult and confusing, what do you say to this?

A: Robina Town Centre has made this decision based upon feedback from tenants and visitors regarding our ongoing growth. As with any change, there may be some confusion in the short-term however these changes will simplify navigation and improve visitor experience in the long-term.

 

Q: Will this mean changes to car park entry?

A:  There will be no additional structural changes to our Centre and our valued customers and visitors should continue to use their preferred car park and entry to visit the centre.